Outsourcing IT support services is the practice of hiring an external provider to manage, maintain, and troubleshoot your business’s information technology systems. This gives small and medium-sized businesses (SMBs) access to the benefits of professional IT technicians on an as-needed basis.
On-site IT services require a technician to travel to your location to perform hands-on repairs. Remote services are usually preferred due to faster response and resolution times.
Enterprise-grade tools, proactive monitoring, and technology management are typically part of the IT support package, without the financial strain of maintaining a full-time in-house IT department.
- Remote IT support services take care of your organization’s networks, servers, security, and software systems virtually.
- An IT managed service provider (MSP) typically takes a more proactive support stance by monitoring systems and optimizing network performance.
- Some providers offer co-managed IT services. This allows your in-house team to partner with theirs and share responsibilities.
Typical outsourced IT support services include a wide array of technical support:
- Help desk support
- Network management
- Infrastructure management
- Cybersecurity
- Cloud support
- Backup and disaster recovery
- Strategic IT consulting
The host of benefits this model offers makes outsourced IT support the most logical choice for most small and medium-sized businesses.
1. Reduces IT Costs
Outsourcing IT services helps businesses reduce their information technology costs. Labor costs are lower because businesses do not need to train and remunerate an entire in-house team of professionals.
Software subscriptions may also represent cost savings as they are often bundled into the monthly per-user or per-device fee rather than needing to be purchased separately.
How Do Outsourced IT Costs Work?
Managed service provider pricing typically involves tiered monthly subscription plans to fit various budgets. You can scale the tier up or down as needed and enjoy access to proactive IT support from highly trained professionals year-round.
2. Provides Access to a Range of Expertise
Outsourced IT services give businesses immediate access to a team with expertise across multiple technologies and platforms. Working with an external provider is not only about cybersecurity management. The team works with you to find tailored solutions in several critical areas:
- Networking
- Cloud infrastructure
- Microsoft 365
- Security
- Compliance
Access to a team with a multidisciplinary skillset is one of the many benefits of managed service providers. Ask potential IT support teams to explain which areas they cover.
3. Strengthen Cybersecurity Protection
Managed service providers deliver proactive cybersecurity defenses that many small businesses cannot build internally. Outsourced IT service providers take care of several key aspects of a robust cybersecurity infrastructure:
- Endpoint protection
- Threat monitoring
- Security patching
- User awareness training
4. Improve System Reliability and Uptime
Proactive monitoring helps outsourced IT providers identify and resolve issues before they impact business operations. 24/7 monitoring is a priority for small businesses that want fast response times and quick resolutions. Ask potential providers about their monitoring capabilities and any additional costs.
Routine system maintenance is another way outsourced IT support benefits SMBs and increases system reliability. Technology is continuously advancing. External providers keep your software up to date and clean up internal issues as soon as they arise.
5. Gain Access to Enterprise-Level Tools
Businesses benefit from advanced IT management and security platforms through an outsourced IT provider without purchasing these expensive tools independently.
External IT support companies obtain access to these high-tech, high-priced tools at a discounted monthly price for clients. Enterprise-level tools include things like:
- Monitoring software
- Backup solutions
- Security platforms
- Documentation systems
6. Scale Technology as Your Business Grows
Outsourced IT support expands with your business without requiring more internal hiring. New employees, additional locations, infrastructure development, and seasonal fluctuations are all causes of business growth. This growth often comes with a higher price tag in terms of IT support needs.
Outsourcing IT services carries significant cost savings. Remote providers are already set up with scaling capabilities. They act as a flexible, on-demand resource instead of a fixed internal headcount. The delays and costs of recruiting, hiring, and training your own IT personnel are replaced by a simple adjustment of service tier or scale with your external IT provider.
7. Receive Faster Support and Issue Resolution
Dedicated external support teams provide quick response times and fast issue resolution. An outsourced help desk team is focused on your organization’s networks. Their eyes are on your networks at all times, and they are able to respond quickly if a problem arises.
External IT specialists are trained in an escalation process that includes exactly what to do when data breaches or technical issues occur. Ticket tracking alerts the right technician to issues and ensures the fastest possible resolution time, given the urgency of the problem.
8. Support Remote and Hybrid Workforces
Third-party IT support providers help employees stay productive regardless of their location. An outsourced IT team centralizes the management of secure access, devices, and applications for in-office and remote workers.
Managed service providers keep remote and hybrid IT operations secure through:
- VPN support
- Cloud applications
- Endpoint management
- Mobile device security
9. Reduce Business Downtime
Proactive management minimizes interruptions that negatively impact productivity and revenue. Downtime and the associated costs are reduced by working with an external IT team that is focused on business continuity and incident prevention.
10. Improve Compliance and Risk Management
IT providers help businesses align their technology practices with industry regulations and security requirements. Staying compliant with changing rules and regulations is time-consuming. Outsourcing this task saves small and mid-sized businesses both time and mental space.
Managed service providers (MSPs) keep businesses current on regulations like HIPAA, PCI DSS, and NIST, improving compliance and risk management. If your business deals with finance, healthcare, health insurance, energy, telecommunications, or manufacturing, look for an IT support provider that specifically offers compliance support.
11. Free Internal Staff to Focus on Core Business Functions
Leadership and employees need to focus on serving customers and growing the business instead of troubleshooting technology issues. Give your employees the time and space to excel. When you release them from tedious day-to-day IT troubleshooting, they will be able to work with a more business-forward mindset.
12. Gain Strategic IT Planning and Guidance
Outsourced IT providers offer technology roadmaps and strategic initiatives to support your business objectives and IT infrastructure.Small and mid-sized businesses can benefit from virtual CIO services, budget forecasting, and technology planning. A virtual chief information officer provides executive-level IT leadership and planning without the cost of a full-time CIO.
13. Improve Vendor Management
An outsourced IT partner coordinates your business’s software, internet, hardware, and cloud services for you. This allows for faster resolutions, reduced vendor issues, and a single point of contact for everything IT-related.
14. Increase Business Agility
Outsourcing IT services enables organizations to implement new technology faster and adapt to changing business requirements. The current digital transformation of core business activities is unprecedented. Stay ahead of the pack with a knowledgeable outsourcing provider who will support you in areas like AI readiness and cloud adoption.
Ungoverned AI systems are more likely to be breached and potentially costly to your business dearly when they are. Look for an MSP partner that is equipped to protect all of your systems, including AI.
15. Business Continuity and Disaster Recovery Expertise
Outsourced IT operations help small and mid-sized businesses prepare for unexpected problems, interruptions, and incident recovery. Benefits of outsourcing IT support include a stronger overall recovery process, covering:
- Backup management
- Disaster recovery planning
- Incident response preparedness
Is Outsourced IT Support Right for Your Business?
There are several questions you should ask yourself when looking for an outsourced IT support provider:
- Does your business experience frequent IT issues?
- Do you have a growing workforce?
- Do you have security concerns and compliance needs?
- Do you have limited internal resources and expertise?
How to Evaluate Your IT Needs
The number of employees in your business influences your IT needs.
- 1-10 employees is the “Ad-Hoc” stage. This business size poses significant risk due to the use of cloud computing and platforms, mobile devices, and shared data, coupled with a limited IT security budget.
- 11-50 employees is the “Scaling” stage. It is a critical time in which informal processes do not work well. Systematic management is needed to keep order.
- 51-250 employees is the “Structured” stage. IT becomes a critical backbone of the business at this point.
- 250+ employees is the “Enterprise” stage. Support needs include scalability, innovation, and compliance.
The typical cut-off for outsourcing IT services is between 11 and 30 employees, at which point the company’s IT needs tend to be greater than a generalist or the office manager can handle alone.
Should You Augment an Existing IT Team or Replace It?
Co-managed IT support is best for businesses with internal IT staff, growing organizations, and specialized projects. Fully managed IT support is best for small businesses, companies without a dedicated IT department, and companies that want the predictability of monthly subscription costs.
How to Calculate the ROI of Outsourced IT Support
Consider direct savings, productivity gains, and risk reduction when calculating the ROI of external IT providers.
Direct Savings
- Salaries
- Benefits
- Training
- Software licenses
Productivity Gains
- Reduced downtime
- Faster support
- Greater employee efficiency
Risk Reduction
- Cybersecurity incidents
- Compliance penalties
- Data loss prevention
Outsourcing IT Support Is Advantageous for Most SMBs
The benefits of outsourcing IT support are many. They include cost savings, security improvements, access to expertise, scalability, and strategic guidance. Companies enjoy the personalized, professional guidance and support offered by third-party service providers.
Partnering with an external IT service provider allows you and your employees to focus on core business goals and operational efficiency without the high costs of an in-house IT team. Evaluate your business’s needs and consider the benefits of IT outsourcing.
