Managed IT team
ICT Solutions
One team supports users, manages the covered environment and coordinates the vendors involved in keeping it working.
01What managed IT owns
Six connected zones. One accountable operating relationship.
Exact coverage, hours, device/user limits and response commitments belong in the service agreement.
People
Helpdesk · onboarding/offboarding · day-to-day support
Devices
Workstations · configuration · maintenance · lifecycle
Systems
Servers · Microsoft 365 · cloud administration
Network
Internet · firewall · switching · wireless
Continuity
Backup oversight · recovery coordination
Operations
Patching · documentation · vendors · planning · reporting
02From employee to resolution
One problem can involve three vendors. Your staff should not have to manage all three.
- 01
Employee
Reports the issue once.
- 02
ICT
Owns the request.
- 03
Diagnose
Finds where the problem sits.
- 04A
Fix directly
Resolves work ICT Solutions controls.
- 04B
Coordinate vendor
Works with the provider that controls the fix.
- 04A
- 05
Verify with user
Confirms the result with the person who raised it.
- 06
Document
Records the cause, action and follow-up.
03Inside managed IT
Helpdesk & user support
One place to ask, and one record of what was asked.
Staff need a clear route to request help with access, devices, applications, connectivity, and the ordinary problems that stop work. We give them one, and we keep a single visible record of requests, actions taken, and problems that keep coming back.
That record matters more than it sounds. Three people reporting the same thing in three different ways looks like three tickets. In one queue, it looks like a root cause worth fixing.
Scoped in your agreement
Support hours, response targets, escalation path, supported applications, remote versus onsite work, user limits, request types, and which third-party vendor responsibilities we take on.
We will not imply that every request has an instant resolution, or that we control every third-party application your team uses.
04Inside managed IT
Monitoring, maintenance & patching
Most outages announce themselves first.
Proactive monitoring and management (RMM) gives us ongoing visibility into agreed systems — disks filling, services failing, backups not completing, machines drifting out of date. Routine maintenance and health checks happen on a schedule rather than after a complaint.
Patching is the unglamorous half of this. Approved updates get installed on covered systems in controlled windows, so your machines do not quietly fall years behind while everything appears to be working.
Scoped in your agreement
Covered endpoints and servers, monitoring hours, patch categories, the approval process, maintenance windows, third-party application coverage, reboot handling, reporting cadence, and exclusions.
Monitoring reduces avoidable disruption. It does not mean nothing will ever break.
05Two distinct responsibilities
Operating technology and managing cyber risk are not the same job.
Many clients need both. They remain separate responsibilities so the proposal makes every security inclusion explicit.
Managed IT
User support
Device health
Routine patching
Microsoft 365 administration
Network operation
Backup oversight
Vendor coordination
Managed cybersecurity
Security risk management
Endpoint security controls
Vulnerability prioritization
Identity/email hardening
Security monitoring
Incident preparedness
Security policies and training
06Common questions
Asked before every agreement we sign.
If the answer to any of these matters to your operation, raise it on the first call rather than after onboarding.
01Is cybersecurity included in managed IT?
No, not automatically. Managed IT and managed cybersecurity are separate services with separate scopes, and security inclusions are listed explicitly in the proposal.
Managed IT includes sensible operational hygiene — patching, monitoring, administration of covered systems. A security programme that adds monitoring and detection, identity and email controls, vulnerability prioritization, policy and incident-response planning, and staff training is quoted on its own.
02What are your support hours and response times?
They are defined in your service agreement, and they vary with scope. We do not publish blanket coverage or response figures we have not contracted to deliver — a number on a website is worth nothing during an incident.
Ask for the specific hours, escalation path, and targets that would apply to your organization, and expect to see them in writing before you sign.
03Do you support our practice-management or line-of-business software?
We support the environment it runs on, and we coordinate with the vendor when that coordination is included in your agreement — raising issues, working through them, and keeping you out of the middle.
What we cannot do is control a third-party product. Their release schedules, defects, and support queues are theirs. Being honest about that is the difference between a partner and a promise.
04Is onsite support included?
Remote versus onsite work, travel, and geographic coverage are scoped in the agreement. Much of what we do is remote because that is genuinely faster; some work needs hands on the equipment.
We will tell you which is which for your environment rather than implying onsite response that has not been contracted.
05What happens to our existing backups?
Backup oversight and recovery coordination for covered workloads sits inside managed IT. We review what is running today, whether it covers what you assume it covers, and whether a restore has ever been tested.
A backup existing does not guarantee recovery. Coverage, retention, storage allowance, encryption, testing, and recovery objectives are scoped explicitly — see backup and recovery.
07Start the conversation
Tell us what your team keeps raising.
A first conversation covers what you run, who supports it today, and which recurring problems are costing the most time. We will come back with what we would take responsibility for, and what would sit outside it.
Or call (734) 772-9499 · A human answers