Your Team Leads
Business priorities, internal relationships, application ownership, and decisions that require company context remain with internal IT unless agreed otherwise.
Co-Managed IT Support
Additional capacity for internal IT teams that need help with support, escalation, security operations, documentation, or projects without giving up control.
Add Capacity Without Replacing Internal IT
Internal IT teams often know the business well but have limited time for overflow tickets, endpoint operations, security review, documentation, and projects. Co-managed support adds defined capacity where it is needed.
The division of work can be based on issue type, location, user group, schedule, or technical responsibility. Your team keeps visibility, and each handoff has a named owner.
Only the services, users, systems, tools, response commitments, and after-hours responsibilities listed in the agreement are included. Projects and on-site work are scoped separately when they are not included.
Schedule a 15-Minute CallWhere Co-Managed Support Fits
- Internal IT needs additional service desk capacity
- Complex escalations compete with routine work
- Endpoint and patch workloads need a defined owner
- Selected security tasks need added coverage
- Projects or migrations require additional capacity
- After-hours critical escalation needs to be defined
- Documentation or vendor handoffs are inconsistent
Ways Cloud Core MSP Can Support Your Team
Help Desk Capacity and Escalation
Your team can retain the primary help desk while Cloud Core MSP handles agreed overflow and documented escalations, or responsibilities can be divided by user group, location, or issue type.
Endpoint and Patch Operations
Selected patching, software deployment, endpoint health, and device-administration tasks can be assigned to Cloud Core MSP with reporting available to your IT lead.
Security Operations Support
Selected protection management, event review, vulnerability scanning, and incident-response responsibilities can be added when they are defined in the agreement.
Projects and Implementation
Infrastructure upgrades, migrations, and technology rollouts can be scoped separately when your team needs additional planning or implementation capacity.
Shared Tools and Documentation
Both teams can work from agreed tools, runbooks, asset records, and support notes so responsibilities, current work, and next actions remain visible.
Critical After-Hours Escalation
Monitoring and after-hours escalation for defined critical incidents can be included when selected. Routine requests continue through the agreed service schedule.
A Clear Division of Responsibility
Responsibilities are documented before work begins and updated when the needs of either team change.
Cloud Core MSP Handles
The operational work selected for the engagement, such as overflow support, endpoint administration, security review, documentation, or project execution.
We Coordinate Together
Vendor communication, changes, user notices, escalations, and cross-team handoffs are assigned clearly so work does not stall between teams.
How the Working Relationship Is Set Up
1
Understand the Gaps
We review current responsibilities, ticket flow, tools, priorities, and the work that is not receiving enough attention.
2
Define Responsibilities
We document which team owns each service, escalation, system, vendor, response commitment, and communication step.
3
Work as One Team
Both teams use the agreed tools, documentation, and handoff process so current work and next actions remain visible.
4
Review and Adjust
We review workload, recurring issues, project needs, and boundaries together, then update the written responsibilities when needed.
Add the capacity your internal IT team needs
In 15 minutes, we can discuss current responsibilities, where work is backing up, and which responsibilities would benefit from defined outside support.