Practice area
Managed IT
Your helpdesk, endpoints, identities, and network — run by engineers who hold the pager, keep the documentation current, and can prove what they did. The operational backbone that everything else in your business sits on.
What we do
Six things, done properly and repeatedly
Managed IT is not a ticket queue with a monthly invoice. It is a set of disciplines that have to be performed on a schedule, logged, and reviewed — because that is what keeps an environment stable and what makes an audit survivable.
Helpdesk and on-site support
Users reach a real engineer, during business hours or at 2am. Tickets are triaged against agreed priorities, and nothing closes without a recorded resolution.
Endpoint management
Workstations, laptops, and servers enrolled in central management: configuration baselines, disk encryption, patching, and remote remediation.
Identity and access
Single sign-on, multi-factor authentication, conditional access, and least-privilege roles. Joiner, mover, and leaver processes that actually get followed.
Network operations
Switching, wireless, routing, VPN, and segmentation — monitored continuously by our NOC, with capacity and firmware treated as maintenance, not emergencies.
Backup and recovery
Backups are worthless until a restore has been proven. We design the schedule, verify the jobs, and test recovery so the plan is a fact, not an assumption.
Microsoft 365 and Workspace
Tenant administration, email security, conditional access policies, retention, and licensing that is reviewed rather than left on autopilot.
Scope and coverage
What a managed agreement covers
Scope is the part most providers leave vague. Ours is written down before onboarding starts, so there is no argument later about whether something was included.
| Area | Covered | Boundary |
|---|---|---|
| Users | All staff endpoints, identity, and email | Named admin accounts and shared credentials are migrated to individual identities |
| Servers | Patch management, monitoring, backup, hardening | Application-level changes to line-of-business software stay with its vendor |
| Network | Firewall, switching, wireless, VPN, segmentation | Circuit procurement is coordinated, not resold where you already have a carrier |
| Sites | Remote management of every site on the agreement | On-site attendance scheduled per your coverage tier |
| Hours | 24/7/365 monitoring and critical response | Business-hours helpdesk by default; after-hours user support is an option |
Critical response Critical incidents — a site down, a suspected compromise, a failed recovery — carry a 15-minute response target, any hour of any day.
Compliance and risk
Managed IT is where most of your evidence comes from
Access control, change management, monitoring, and recovery are not separate from day-to-day IT — they are the same activities, recorded. When those records exist as a by-product of how the environment is run, a SOC 2 audit stops being a fire drill.
Who can reach what
Individual accounts, MFA, and role-based access with a review cadence — the control set every audit framework asks about first.
What changed, and when
Changes are recorded, approved, and reversible. The same ticket trail that protects your uptime is your change-management evidence.
What is being watched
Monitoring, alerting, and review of security events, with incidents logged and followed to closure rather than closed by silence.
If a provider will not document it, you cannot audit it A recurring theme in failed readiness efforts is an environment that works but produces no records. Documentation is part of the service here, not an add-on you discover you needed later.
Questions
Managed IT, answered
How long does onboarding take?
It depends on the size and state of the environment. A small single-site business is typically running in days; a multi-site environment with legacy servers, undocumented network gear, or an active compliance deadline takes longer. You get a written onboarding plan with dates before anything starts, and we do not take over the pager until monitoring, backup, and documentation are in place.
Do we have to replace our existing hardware or software?
No. We work with what you have wherever it can be supported securely. Where something is genuinely past saving — an unsupported firewall, a server with no vendor updates, a backup system nobody can restore from — we will say so plainly and give you options and a cost, rather than quietly rebuilding your stack on your invoice.
Is support really 24/7, or is that just monitoring?
Monitoring, alerting, and critical incident response run 24/7/365 from our NOC, with a 15-minute response target on critical incidents. Routine user helpdesk is business-hours by default and can be extended to after-hours coverage — that is a scoping decision, and it is stated in your agreement rather than implied.
What happens to our data and credentials?
Administrative credentials are rotated into managed, access-controlled storage with an auditable history. Access to your environment is limited to engineers who need it, and it is logged. Data is encrypted in transit and at rest, and we document where it lives — which is also the answer your auditor will want to see.
Can you work alongside our internal IT person?
Often that is the best arrangement. We can take the disciplines that need round-the-clock coverage — monitoring, patching, backup, network operations — and leave the internal team owning the business relationships and line-of-business applications. Responsibilities are written down so nothing falls in the gap between teams.
How is managed IT priced?
Per user and per covered system, based on the scope and coverage tier in your agreement. Colocation has published rates on the pricing page; managed IT and security systems are quoted per environment, because a number quoted without seeing the environment is fiction.
Start with an assessment, not a sales call
We will review what you run today, tell you what we would change and why, and put the scope and the price in writing.