As a business grows, its technology needs usually grow with it.
More employees mean more devices, accounts, software applications and support requests. Security requirements may also become more complicated.
At some point, many business owners face the same question: Should we hire an internal IT team or use Managed IT Support?
There is no universal answer. The right approach depends on the size of the organisation, the complexity of its technology, the level of internal expertise required and the budget available.
What Is Managed IT Support?
Managed IT Support involves outsourcing some or all of an organisation’s IT management to an external provider.
Depending on the agreement, services may include helpdesk support, device management, network management, cloud support, Microsoft 365 support, security management, monitoring, backup management, software updates and IT advice.
What Does an In-House IT Team Offer?
An internal IT team works directly for the business. This can provide a high level of familiarity with the organisation’s people, processes and technology.
However, building a capable team requires more than hiring one technically skilled person. A growing organisation may eventually need expertise across networking, cloud services, cyber security and systems administration.
Cost Is More Than Salary
When comparing Managed IT Support with an internal team, businesses should look beyond salaries.
An internal employee can involve costs such as salary, employer contributions, recruitment, training, equipment, software licences, holidays and professional development.
There may also be a concentration-of-knowledge risk if one person is responsible for most of the company’s IT.
Access to a Wider Range of Skills
One of the biggest advantages of Managed IT Support can be access to different areas of expertise.
A managed provider may have technicians and specialists covering different technologies and problems. This can be useful for businesses that need occasional specialist knowledge but do not require a full-time specialist.
Scalability Matters as You Grow
Businesses rarely grow in a perfectly predictable way. A company might add several employees, open another location or introduce a new cloud platform.
With Managed IT Support, additional users and devices can often be incorporated into the existing service model.
Internal Teams Have Advantages Too
Large organisations with complex technology environments may benefit significantly from having internal IT specialists.
Some organisations therefore choose a hybrid approach, retaining internal IT staff for strategic or business-specific responsibilities while using a managed provider for additional support, monitoring or specialist expertise.
Which Option Provides Better Security?
Security should be considered separately from the staffing model. An internal team can provide excellent security if it has the appropriate skills, resources and processes. A managed provider can also offer access to security expertise and monitoring capabilities.
The key question is: Who is responsible for security, and what exactly are they doing?
The Importance of Proactive IT Management
A major difference between basic technical support and Managed IT Support is the opportunity for proactive management.
Instead of waiting for employees to report problems, a managed provider can monitor systems and identify potential issues.
When Should a Business Consider Managed IT Support?
Managed support can be attractive when the company does not have internal IT expertise, IT problems are becoming more frequent, the business is growing quickly, employees depend heavily on technology, cyber security requirements are increasing, or specialist IT knowledge is needed but not full-time.
Five Questions to Ask Before Choosing
1. How complex is our IT environment?
2. How much support do employees need?
3. Do we need specialist expertise?
4. How quickly are we growing?
5. Who will manage IT strategy?
Could a Hybrid Model Be Best?
For some growing companies, the answer does not have to be either/or.
A business could employ an internal IT manager while outsourcing helpdesk support or specialist security services. Alternatively, it could use Managed IT Support for day-to-day technical operations while retaining internal responsibility for strategic technology decisions.
Choosing an IT Model That Scales With Your Business
Choosing between Managed IT Support and an in-house IT team is an important decision for a growing business.
An internal team can provide deep organisational knowledge and direct control. Managed support can provide scalability, broader expertise and potentially more predictable support costs.
The best choice depends on what your business actually needs.
Frequently Asked Questions
Is Managed IT Support cheaper than an in-house IT team?
It can be, particularly for smaller and growing businesses that need access to several areas of expertise without hiring multiple specialists. However, costs depend on the services and support required.
Can a business combine Managed IT Support with an internal IT employee?
Yes. A hybrid model can allow an internal employee to focus on business-specific or strategic responsibilities while an external provider handles support or specialist requirements.
When should a growing business consider Managed IT Support?
It may be worth considering when IT demands are increasing, internal expertise is limited, security requirements are becoming more complex or the business is growing faster than its current support model.
Does Managed IT Support include cyber security?
Some providers include security services, while others offer them separately. Businesses should check exactly what security responsibilities are included in their agreement.
Can Managed IT Support scale with a growing company?
Managed services can often be scaled as users, devices and locations increase. The exact approach depends on the provider and service agreement.
