Agile/Kanban/Devops for IT operations

Hi all, I'm after some advice regarding how you and your teams balance support vs project requirements and manage to achieve a happy medium between the two often conflicting requirements.

Background - in-house IT support team (circa 25 IT staff including developers) in the education sector. We have an ITIL compliant helpdesk and use waterfall PM for infrastructure projects and agile-scrum for software dev.

Considering using Kanban for greater visibility of incoming non-incident work and was after some opinions.

Thanks.