One of the biggest decisions your business will make is how to handle technology. Do you hire internally and maintain a small IT department, or do you pay a managed services company to take that responsibility off your plate? This decision can mean the difference between scrambling to meet deadlines and having peace of mind that your technology is being handled by someone who’s truly an expert.
You know you need to make a change when workable “no-code” solutions are being implemented because IT won’t respond in a timely manner. Whether you realize it or not, your organization is losing productivity because technology is not working how it should, and your team is too busy putting out fires to keep up.
Let’s take a look at some key points to consider when you’re making your choice.
Internal IT Departments
There are obvious perks to having your own IT manager. First and foremost, if your server crashes or someone locks themselves out of their computer, help is literally right down the hall. An in-house team also has more intimate knowledge of your specific systems and culture. After spending years working in and around your business, your IT lead probably sits in on team meetings and knows not only how your software works but also how your people like to get their work done.
The downside of a small internal department is the obvious risk of a bottleneck. What happens when your IT guy goes on vacation? Suddenly, you have no IT at all. And while your staff may be great at desktop support, they lack internal expertise to analyze a sophisticated cyber breach or migrate services to the cloud.
Managed Services Provider (MSP)
While you may only have one IT employee, an outside MSP has an entire staff of specialists. Not only that, but their entire business revolves around things like network engineering, cybersecurity, and software development. This means they “eat, sleep, and breathe” the industry. Additionally, because they support dozens if not hundreds of other companies, they likely come into contact with more unique problems and scenarios than your internal team will every see.
Payroll is also a great benefit to MSPs. You’re not just paying for one person’s salary, you are paying for a monthly retainer that covers preventative maintenance. So if your network goes down, you don’t pay your MSP anything that month, but they still have to send someone out to fix your problem.
Signs You Need A Managed Service
You know your business has grown too large for an internal IT staff member when major projects are constantly being bumped for “urgent” help desk tickets. If your IT Lead is spending more than half their day working on “break-fix” issues, they literally do not have the time to develop a proactive strategy for your business.
Here are a few telltale signs that it’s time to consider outsourcing some or all of your technical support:
* Your current staff is not well-versed in the latest industry frameworks like Zero Trust or AI-based operations (AIOps)
* Technical debt is growing because there are not enough hours in the day to keep software up to date
* Slowly growing downtime is causing employee frustrations and lost revenue
* You work in an industry that requires specific compliance measures (HIPAA, CISecurity Benchmarks, CMMC, etc.) that your current staff is unable to manage
Dollars and Cents | Hiring Versus Subscription Fees
Chances are, the final say will come from your CFO. But how do you compare apples to apples? An IT manager will cost you his or her salary plus benefits, including health insurance, 401k matching, payroll taxes, and office space. Plus, there are hidden costs like “tools of the trade.” To do their job, your staffer will need remote monitoring software, a ticketing system, cybersecurity suites, and more. These costs can add up quickly and are usually billed annually.
A good MSP should already have all these tools licensed and ready to go. They make their money by servicing clients like you, so they’ve already made the bulk of the investment. By using their tools and infrastructure, you get large-business network monitoring and automated systems for a fraction of the cost.
Quiz: Is Your IT Department Hindering Your Growth?
Ask yourself these 3 questions, and be honest with the results:
- Does your IT department spend more than 50% of their time working on reactive issues?
- If your server explodes at 2AM on Saturday, will someone be knocking on your door at a predictable time?
- Do you feel confident that your current infrastructure can support a 20-person team within the next 30 days?
If you answered “No” to any of the above, it might be time to look into a third-party solution.
Hybrid IT Infrastructure | The Best of Both Worlds
Why choose when you can have both? A hybrid IT department allows you to maintain your internal IT manager for things like daily communication and high-level planning. Then let the MSP take care of all things “backstage.” Your MSP can operate the security operations center (SOC) 24/7, perform off-site backups, and cover your inbox when your internal tech is out of the office.
This will allow your internal champion to shift from firefighter to visionary. They can focus on how technology can improve your unique business processes while your MSP handles all the complicated stuff behind the scenes.
Transitioning To a New IT Infrastructure: How Do I Start?
Whether you choose to bring on a full MSP or just supplement your current team’s efforts, here are some tips to start the transition process.
- Create a Hardware/Software Inventory: Print out a list of every asset your company owns and use it to keep track of both physical devices and software/cloud subscriptions.
- Define your response times. How quickly do you need someone at your doorstep? Know the difference between an IT glitch and an all-hands-on-deck situation before you sign a contract.
- Identify any data sovereignty issues. Make sure your MSP knows whether your data needs to stay in the state of Texas due to compliance reasons.
- Define who will communicate. Will your IT manager be the point of contact for your MSP, or will someone from the executive team coordinate efforts?
- Don’t bite off more than you can chew. If your current infrastructure is ripe for outsourcing, consider moving “noisy” functions like your help desk and patching to the MSP first. Slowly phasing certain tasks will help your transition feel less overwhelming.
Choosing an MSP: Finding the Right Partner
Price should be the last thing you consider when choosing an MSP. Just because someone claims they can provide the services you need at a “huge discount” doesn’t mean they’ve got your best interests in mind.
You’ll also want to be sure they have experience in your vertical. For example, if you own apartment complexes, you’ll want someone who understands how to balance high-speed resident Wi-Fi while also doing seamless property takeovers.
Likewise, if you work in an industry that handles sensitive information, make sure they can show you specific battle plans for protecting yourself against AI attacks and rising credential theft.
Intelinet should be your partner for the long haul. We meet with clients quarterly to ensure your business and technology are aligned. There are always upgrades you can make, but doing them little by little prevents the sticker shock and keeps your technology one step ahead of your competition.
Reach Out To Intelinet Systems | We Can Help
At Intelinet Systems, we believe technology should be working for you, not against you. Whether you’re a small business owner who can no longer keep up with the constant demand for tech support or a CFO who wants more predictable IT spending, we can help. From 24/7 help desk support and proactive network monitoring, to layered cybersecurity solutions that stop ransomware in its tracks, we have you covered.
Visit our Services Page to see what we can do for you, or reach out to us directly to discuss internal versus outsourced IT support. We’d love to chat about what your ideal setup looks like and offer recommendations based on your goals.
FAQ
Q: What kind of response time can I expect if I outsource my IT?
A: Most MSPs offer at least 4 tiers of response time depending on the type of issue. From as little as 15 minutes for critical outages to a few hours for minor technical glitches.
Q: Can I work with my current IT guy and an MSP?
A: Absolutely! This is known as a co-managed IT department or hybrid model. Your MSP will provide the tools and safety net your current IT staff needs to focus on the big picture.
Q: Will my data be less secure if I outsource?
A: Quite the opposite! Managed Services providers generally have more advanced security capabilities than a small internal team. This includes everything from MDR, Zero Trust frameworks, to 24/7 monitoring.