Co-managed
Co-Managed IT Support for In-House Teams
Whether your IT team is one person or a whole department, the work outpaces the hours. Co-managed IT adds coverage, specialist depth, and someone to escalate to at 6pm on a Friday.
What Is Co-Managed IT?
Co-managed IT is a model where an organization’s internal IT staff work alongside an external provider, splitting responsibilities rather than handing them over. The internal team keeps ownership and day-to-day control; the provider supplies overflow capacity, specialist skills, out-of-hours coverage, and strategic planning.
It suits organizations that have IT staff but not enough of them, and those whose internal team is strong operationally but needs depth in a specific area such as Microsoft 365 security or compliance.
What’s included
What This Service Covers
- Helpdesk overflowWe take the ticket volume your team cannot reach, so the queue stops growing.
- Microsoft 365 migration and managementSpecialist depth in the platform most internal teams inherit rather than choose.
- Virtual CIO and strategyBudget planning and roadmapping support for an IT manager who reports to a board.
- Staff training and documentationRunbooks and knowledge transfer, so capability stays with your team.
- Network monitoring and reportingAdvanced monitoring with reporting your IT lead can take into a leadership meeting.
- Project-based supportExtra hands for a migration, rollout, or office move, without a permanent hire.
Service level agreement
Fast, Responsive IT Support SLAs
For the areas we cover, co-managed clients get the same service level agreement (SLA) as our fully managed clients: a live helpdesk answered by a real person, technician response within 2 business hours, 24x7 emergency support for critical outages, and a local New Hampshire-based team. Your signed service agreement sets out which areas we cover and the terms that apply to you.
- Live helpdesk answered by a real person During helpdesk hours, Monday to Friday from 8:00am to 6:00pm Eastern, your call is answered live by an engineer.
- Technician response within 2 business hours Requests are triaged by urgency, so the issue stopping your business is taken first. Most are resolved remotely, which is faster than travel, so the 2-hour response is not an on-site arrival time.
- 24x7 emergency support for critical outages When a critical outage hits outside helpdesk hours, including nights and weekends, call (603) 546-6422, extension 2.
- Local New Hampshire-based team Based at our office in Nashua, and on site across southern New Hampshire and eastern Massachusetts.
Co-Managed IT Fits Particularly Well When
You Have a Lean IT Department
One or two people covering everything, with no cover for holidays, illness, or resignation.
You Are Rolling Out Something New
A cloud platform or security program that needs skills your team has not built yet.
You Need Strategy, Not Headcount
Executive-level IT planning without the salary of an in-house CIO.
Outcomes
What You Get Out of It
Sectors where we do this work most often:
- Ticket backlogs that stop growing
- Genuine coverage for holidays, illness, and turnover
- Specialist expertise on call without a new salary
- The same service levels as our fully managed clients
- An internal team that gets to work on projects again
Common questions
Co-Managed IT Questions
How is co-managed IT different from fully managed IT?
With fully managed IT, we take responsibility for the whole environment. With co-managed IT, your internal team stays in control and we cover agreed areas alongside them, whether that is helpdesk overflow, a specific platform, out-of-hours coverage, or strategic planning. You choose the split, and it can change over time.
What size organization is co-managed IT for?
Most of our co-managed clients run between 25 and 500 users, though we support organizations from 1 to 1,200 users across our services. The deciding factor is usually whether you already have IT staff, not headcount.
Does co-managed IT cost less than hiring?
Generally yes, because you pay for defined coverage rather than a full salary, benefits, and training budget. You also avoid the single-person risk of one employee holding all the institutional knowledge. Pricing is scoped to the areas you want covered.
Do co-managed clients get the same service levels?
Yes, for the areas we cover. Co-managed clients get the same commitments as fully managed clients: a live helpdesk answered by a real person, technician response within 2 business hours, 24x7 emergency support for critical outages, and a local New Hampshire-based team. Your signed service agreement sets out which areas we cover and the terms that apply to you.
Related
Often Needed Alongside This
Where we deliver this
Co-Managed IT Across New Hampshire and Massachusetts
On-site from our Nashua office, with day-to-day support delivered remotely because it resolves most issues faster than a visit would.
Talk to Someone Who Has Done This Before
Start with a free IT assessment. We review where you stand, explain the risks in plain English, and give you a written roadmap to keep, whether or not you engage us.