Manage HR Magazine | Friday, January 09, 2026
Fremont, CA: Small business CFOs increasingly rely on their IT team due to time constraints and competency issues, especially during the COVID-19 pandemic. The need for a new IT team is becoming more prevalent, but finding the necessary skills is challenging. Outsourcing IT help desk activities may be needed in case of system downtime.
Benefits Of Outsourcing It
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Partnering with a managed service provider (MSP) can offer IT help desk and support, reducing the risk of losing an internal team. This partnership provides access to diverse IT professionals at a lower cost and can even offer CIO-level support for long-term IT planning and strategy development. Outsourcing IT can improve sleep quality.
Here Are Five Keys To Successful Outsourcing.
1. Pick the Right Partner
Choosing an MSP partner involves chemistry, trust, vulnerability, and hard work. It's like a marriage. Ensure alignment with your culture and values, seek feedback, conduct background checks, meet key team members, ask about expertise, and test their competency, including technical skills and leadership ability. This approach increases the likelihood of a long-term successful relationship.
2. Negotiate a Fair Agreement
An MSP relationship offers cost reduction, but it's crucial to clarify the scope of activities to be outsourced, which is accountable for risks, and ensure liability insurance coverage. A fair agreement should be negotiated, providing a balance in contract terms and a win-win situation for both parties involved.
3. Clarify Expectations
The partner's responsibility and service response times should be clearly defined in the contract. It should clarify if they are responsible for help desk support, handling break/fix needs, or identifying root causes. However, defining expectations like when help desk tickets should be closed, communication protocols, documentation requirements, and vendor management roles will be an ongoing process.
4. Formalize Desktop Procedure Documents
Establishing an internal team with clear responsibilities and steps is crucial for onboarding new employees. When partnering with an MSP partner, they may need to customize or develop new procedures to meet your needs. Formalizing appropriate desktop procedure documents helps verify the MSP's understanding of your expectations and ensures consistency in future interactions.
5. Managing Change
Change management is crucial for a successful transition, especially for internal customers who are accustomed to immediate support. Explain the outsourcing of IT help desk activities, introduce the MSP team in person, and reinforce employee help desk ticket creation. Realistic expectations and turnaround time are essential for a smooth transition.
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