Sure, but that's because they can delegate to lower management tiers.
When a ticket reaches your average IT guy, they can't usually delegate it to a lower tier employee unless there are formal support tiers, like L1 and L2, and the ticket was sent to one of the upper layer techs (which usually doesn't happen straight away, because of how L1 and L2 support teams work).
If this is not the case, the only way out is forwarding the issue to another team.
When a ticket reaches your average IT guy, they can't usually delegate it to a lower tier employee unless there are formal support tiers, like L1 and L2, and the ticket was sent to one of the upper layer techs (which usually doesn't happen straight away, because of how L1 and L2 support teams work).
If this is not the case, the only way out is forwarding the issue to another team.