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How To Leverage IT Support from A Managed Services Provider to Augment Your Internal Support Staff

Thanks to technological advancements and shifting workforce dynamics, IT systems are becoming more complex, and our data more unwieldy – with experts estimating that our global society will produce 175 zettabytes of data by 2025. Overseeing an IT infrastructure in this environment feels like an increasingly impossible challenge—even for organizations with internal IT teams, who are stretched thin.   

To tackle this problem, many organizations are turning to managed service providers (MSPs). Unfortunately, this notion often frightens internal IT teams, who wonder, “Would outsourcing these services mean that I’m going to be replaced?”  

Luckily, that’s a huge misconception!

Below, you’ll learn about the strategic benefits of augmenting your internal IT support staff with an MSP’s services. We’ll also offer practical advice on how to effectively incorporate this partnership into your organization’s existing ecosystem. 

Introduction to IT support augmentation  

In this strategic approach, an organization partners its internal IT with an MSP to complement and enhance its existing capabilities – with the goal of elevating their efficiency and technology use. The provider may offer solutions such as service desk support, conducting 24/7 performance monitoring, upgrading systems security, executing updates, or managing data backups. 

This collaboration isn’t about handing off tasks; it’s about integrating the MSP as an integral part of your IT ecosystem. They work closely with your in-house team, addressing needs and tackling challenges together. 

Misconceptions about the role between MSPs and internal IT Staff  

Hiring an external provider doesn’t mean putting anyone out of work. Instead, it’s about co-managing an organization’s IT, so the internal team’s job becomes easier and more fulfilling. The MSP will address specific pain points that you identify, fill in skill gaps and focus on the areas needed to ease workloads. The internal team can then concentrate on their core business objectives with less stress.  

In these types of collaborative IT support models, a high-quality MSP will always prioritize keeping your organization involved in decision-making. They focus on your goals and discuss the actions they plan to take on your behalf, giving you oversight over their activities. 

The provider supports your existing environment, including processes and tools, and makes transitioning to any new ones frictionless. Their predefined service level agreement also ensures accountability and transparency, with promised response times and other performance metrics. 

The benefits of augmenting with an MSP  

Let’s dive deeper into the benefits to your operations of partnering with an MSP for IT support: 

Access to specialized IT expertise 

MSPs employ a diverse range of experts with specialized knowledge across various IT disciplines, providing you with a broad skill set to draw upon. This can be particularly valuable for troubleshooting and strategic IT project consulting. 

Proactive 24/7 support and monitoring 

With advanced tools for continuously monitor your IT systems, MSPs offer visibility and vigilance beyond regular business hours, helping to identify and address potential issues promptly and reduce downtime. 

Enhanced risk management and compliance 

The median number of attacks on small businesses rose from three in 2022 to four in 2023. Amidst these growing threats, overstretched organizations often struggle to respond. An MSP typically offers multi-layered cybersecurity measures, from spam filters and firewalls to security awareness training and endpoint detection and response.  

Beyond protecting your infrastructure, these tactics will also simplify complying with any relevant data privacy regulations and standards in your industry and region – especially when paired with the provider’s ability to support organizations with compliance policy implementation and knowledge of evolving changes. 

Cost-efficient IT management and increased flexibility 

When developing your IT budget, an MSP’s predictable subscription-based pricing model can empower more stable resource management. At the same time, they can shift their service levels dynamically and provide scalable IT solutions based on any sudden growth, reduced activity, or unforeseen problems. As a result, your organization pays only for what you use, preventing wasteful overprovisioning. You will also make fewer large capital investments in IT infrastructure and staffing, cutting back on overhead expenses.  

Three strategies for integrating an MSP with your internal IT team 

Now that you understand the value of working with an MSP in this capacity, here are some steps for creating the most effective working relationship: 

  • Define roles clearly 

Successfully integrating these two groups of people will require careful planning to avoid conflicts and misunderstandings that sour the relationship and destroy productivity. Before any work begins, clarify specific responsibilities and expectations so that you can coordinate your efforts for maximum impact. This will also make it easier to respect boundaries, jurisdiction, and expertise. 

  • Implement communication and collaboration tools 

To facilitate mutual respect and collaboration, your organization can benefit from establishing dedicated communication channels with the MSP. By leveraging software tools for project management, instant messaging, and video conferencing, you can streamline the process of sharing documents, coordinating tasks, troubleshooting issues, and providing status updates. Microsoft Teams in particular offers extensive features for centralizing digital connection. 

  • Provide continuous training and development 

When you combine the expertise of internal IT teams and MSP experts, everyone wins. To highlight that value, provide training sessions and opportunities for knowledge sharing, where people can learn different methodologies, best practices, and perspectives. Your in-house employees will feel empowered if this partnership allows them to expand their skillsets, improve their workflow, and further their professional development. 

Strengthen your IT with PC Corp 

Partnering with an MSP like PC Corp doesn’t replace your internal team but strengthens it, enhancing your IT operations and enabling more agile and confident technological navigation. Our managed IT services can relieve some of the day-to-day management burdens, offering solutions that improve performance, security, and innovation. 

Contact PC Corp today to explore how a strong partnership can enhance your IT capabilities and support your organization’s growth objectives. 

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