So I work for an MSP. For context clients of ours pay a monthly fee for IT Support. They arent billed for everyticket, they just pay a monthly fee and we support them for however many hours it takes to fix something

For the last year I was in the incident managment team, dealing with intune/MDT/Application Deployment/Hardware troubleshooting. Effectively an escalation to the helpdesk if they were not able to resolve. I enjoyed this role as managment didnt care at all about billable hours and there was an infnite amount of easy work to do that I knew how to to

I had my yearly review and they basically said they could not pay me anymore. However what they could do for me is put me in the "Projects" Team, which has a much higher pay ceiling. They gave me a 3% bump initally from 80 to 82k and said it would be reviewed in 6 months time once Im used to the role.

This projects team effectively deals with request from clients for new upgrades or implementations that isnt under BAU and is charged as extra work that they must pay for. It can be anything from SSO Implementation, to Server migrations, to simple things like exporting data from AD with powershell for reporting. They must quote approximately how long it will take to action whatever the request is and once approved they start working on it

Now there are some smaller things on our requests that i am able to action rather quickly. Things that I already knew. However 80% of the work is things that I do not know and have never dealt with before. Now of course there is some self learning that I can do to get up to speed its how I learn and have learnt in the last 8 years of bieng in IT, but a majority of the work on thats needing to be done I cant do currently with the experience that I have

The other thing is that each person is expected to "bill" as close to 25 hours as they can per week. With all the easy work bieng done and the harder work remaining this is becoming harder and harder for me to do.

My "Time sheets" are becoming emptier and emptier becuase im not sure how to quote how long it will take to do certain things if I have never used the systems/done the work before

I have a catchup with my teamleader tomorrow and im going to express these feelings about the job to him but, how much handholding do you think my teamleader give me? do you think these expectations are not realistic for someone thats just started the role and is still learning?

I have worked at an MSP before and im actively looking for another role. BUT If you were in my position what would you do?