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Managed IT Support

Co-managed IT support for in-house IT teams

Co-managed IT support for firms with one or two internal IT staff: escalation, holiday cover, project capacity and shared tooling from Hoddesdon engineers.

Talk to an IT expertAll managed it support

In short

Co-managed IT support pairs your internal IT person or small team with Dig IT Solutions' engineers, helpdesk and tooling. Your staff keep control and local knowledge, and we add escalation for hard problems, cover for holidays and sickness, capacity for projects, and the monitoring, patching and security platforms that are impractical for one or two people to run alone.

When you need this

Signs this is the right conversation

  • Our one IT person is brilliant but if they're off, nobody can fix anything.
  • Projects never get done because day-to-day tickets eat every hour.
  • We can't justify enterprise RMM, EDR and backup tooling for a two-person team.
  • Our IT lead needs someone senior to talk to about security and strategy.
  • Recruiting a second IT engineer would cost more than we can justify.

Scope

What we deliver

  • 01

    Second and third line escalation

    Your internal team handles first line and passes complex issues, server, network, Microsoft 365 and security problems to our engineers through the same ticket system.

  • 02

    Holiday and absence cover

    Your staff get support from our helpdesk while your IT person is away, with handover notes and documentation so nothing stalls.

  • 03

    Shared tooling

    Access to our RMM, patch management, EDR, backup monitoring and documentation platforms, so your team benefits from enterprise tooling at shared cost.

  • 04

    Project capacity

    Migrations, office moves, Wi-Fi installs and server work delivered by our engineers while your team keeps the business running.

  • 05

    Defined responsibilities

    A written split of who does what across helpdesk, monitoring, patching, security, backups and vendor management, so nothing is assumed.

  • 06

    Regular review meetings

    Monthly or quarterly sessions with your IT lead covering ticket trends, risks, upcoming projects and budget.

Outcomes

What you get out of it

  • Your IT person can take a holiday without the business holding its breath.
  • Projects get delivered instead of permanently postponed.
  • Enterprise-grade tooling without enterprise-grade licence bills.
  • Your internal team gains senior peers to check decisions with.

FAQ

Questions we are asked

Straight answers. If yours is not here, call 020 8482 4020 or 01992 939 365 and ask an engineer.
What is co-managed IT support?
Co-managed IT support is an arrangement where an external provider works alongside your internal IT staff rather than replacing them. The split is agreed up front: typically your team handles first line and user-facing work while the provider supplies escalation, monitoring, patching, security tooling, project delivery and absence cover. It suits organisations of roughly 30 to 150 people who have one or two IT staff.
Will you replace our IT person?
No. Co-managed support exists to make your internal team more effective, not to remove them. Your IT lead keeps ownership of the relationship with the business, local knowledge and the decisions about what happens. We fill the gaps: depth of expertise, extra hands, tooling and cover. If you later decide to move to fully outsourced support, that is a separate conversation.
How do tickets work in a co-managed setup?
Usually your internal team owns first-line tickets and escalates to us through our ticket system, either by forwarding or by giving us shared access. Some clients route everything through our helpdesk and have their internal person pick up what they want. Both work. We write the process down, including what happens when your IT person is off, so users always know where to go.
Can our IT staff use your tools?
Yes, that is one of the main benefits. Your IT team gets access to the RMM platform for inventory, patching and remote access, the EDR console for security visibility, backup monitoring and our documentation system. Licences are included in the monthly fee rather than bought separately, which is usually far cheaper than a small team licensing each product on its own.
How is co-managed IT support priced?
Per user or per device monthly, usually at a lower rate than fully managed support because your team handles part of the work. The price reflects the agreed split of responsibilities, hours of cover and tooling included. Projects are quoted fixed-price after a survey. Try the calculator at the IT support cost calculator for an indicative figure, then contact us to talk through the split that suits your team.

Insights

Further reading

All insights

Next step

Talk to an engineer, not a sales script

Tell us what is not working, or what you are planning, and we will give you a straight view on what it would take to fix.

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020 8482 4020 01992 939 365 WhatsApp +44 7726 366420Mon–Fri 8:30am – 5:30pm
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