Co-Managed IT Services That Extend Your Internal IT Team
Your internal IT team doesn't need to outsource everything. It needs the right resources in the right places.
UPTIME works alongside internal IT departments to take responsibility for the operational areas where additional coverage, expertise or local resources are needed — while your team retains control of the technology functions it wants to own.
We define those responsibilities together. No rigid service tiers. No ambiguity about who owns what.
Keep Your IT Team. Give Them More Resources.
Internal IT teams are often asked to support more users, more locations, more applications and more infrastructure without adding equivalent resources.
Hiring another technician may solve part of the problem, but it still leaves the organization dependent on the availability and experience of individual employees.
Co-managed IT takes a different approach.
UPTIME adds an established technical team around your existing IT organization. Your internal team keeps the responsibilities that make sense for them, while UPTIME takes ownership of the operational areas where additional capacity or expertise is needed.
Don't add another technician. Add an IT team.
With UPTIME, your organization gains access to a team with more than 60 years of combined technical experience — without making your internal IT department give up control.
See how UPTIME works alongside Pinecone's Israel-based IT organization.
You Decide Who Owns What
Your internal IT team may own
Retained In-House
- IT strategy
- Technology standards
- Security policies
- Compliance requirements
- Business applications
- Licensing decisions
- Procurement approvals
- Vendor strategy
UPTIME may own or share
Operational Delivery
- End-user helpdesk
- Employee onboarding and offboarding
- Endpoint management
- RMM and monitoring
- Remote support
- Microsoft 365 administration
- Identity and access
- Firewalls, switches and wireless
- Servers and infrastructure
- On-site technical support
- Projects and migrations
- Escalation support
- Endpoint procurement and lifecycle
The division is yours to define.
Every co-managed relationship is different. During onboarding, we define responsibilities with your IT team so employees know where to go, technical issues have a clear owner, and work does not fall into the gap between internal IT and an outside provider.
The responsibility model can change as your organization changes.
The items above are examples, not a fixed responsibility model.
More Coverage Without More Single-Person Dependency
Adding one employee adds one person's availability and experience.
Adding UPTIME gives your internal IT organization access to a broader technical team.
That matters when someone is sick, takes PTO, is working on another project or leaves the organization.
A co-managed model provides continuity because knowledge and responsibility are shared across a team rather than concentrated in one individual.
Team depth
Access to engineers with experience across endpoints, cloud services, networking, infrastructure and security.
Continuity
Coverage does not disappear because one technician is unavailable.
Escalation
Your internal IT team has additional engineering resources when an issue goes beyond routine support.
Capacity
Projects, onboarding activity and support spikes do not have to consume your internal team's entire schedule.
What Co-Managed IT Can Look Like
There is no single co-managed model. The shape of the relationship depends on what your internal IT organization already does well and where it needs help.
Helpdesk extension
Your internal team handles strategy, applications and infrastructure while UPTIME provides day-to-day employee support.
Infrastructure partner
Your team supports users and business applications while UPTIME manages or assists with firewalls, switching, wireless, servers and infrastructure.
Local hands
A centralized or remote IT organization retains technical control while UPTIME provides on-site support, installations, troubleshooting and projects where physical presence is required.
Full operational extension
Your internal IT leadership controls policy, compliance, applications and technology direction while UPTIME handles much of the day-to-day IT operation.
These are examples, not packages. We design the operating model around your existing IT organization.
Co-Managed IT in Practice
Read the BioBee customer story
Your IT Team Should Be Working on the Work That Matters Most
Internal IT leaders should not have to spend their entire day resolving routine endpoint issues, coordinating laptop deployments, troubleshooting office Wi-Fi or handling repetitive employee requests.
Co-managed IT allows internal teams to decide which responsibilities should stay in-house and which operational work can be delegated.
That can give internal IT more time for:
- Technology strategy
- Security initiatives
- Business applications
- Automation
- Infrastructure planning
- Compliance
- Major projects
- Work specific to the company's business
Co-Managed IT Capabilities
Helpdesk & end-user support
Day-to-day technical support for your employees, delivered alongside your internal team as part of our managed IT services.
Employee onboarding & offboarding
The operational IT work involved when employees join or leave the organization.
Endpoint management
Ongoing device management, patching, configuration and administration.
RMM & monitoring
Remote monitoring and management of endpoints and infrastructure.
Remote support
Remote troubleshooting and hands-on assistance for employees wherever they work.
Microsoft 365
Administration and support for Microsoft 365 and related services, including email migrations.
Identity & access
Administration and support for identity and access platforms, including single sign-on.
Network & Wi-Fi infrastructure
Switching, wireless access points and the network your offices depend on.
Firewall support
Configuration, maintenance and support of perimeter firewalls.
Servers & virtual infrastructure
Physical and virtual server environments and the infrastructure around them.
Cybersecurity
Endpoint protection, patching, monitoring and security practices aligned to your organization's standards.
On-site IT support
Hands-on technical assistance across the New York and New Jersey market.
IT projects & migrations
Office moves, infrastructure upgrades, platform migrations and other project work.
Endpoint procurement & lifecycle
Procurement, configuration, deployment, retrieval and redeployment of employee devices.
Inventory & device management
Visibility over what equipment exists, where it is and who has it.
Who Is Co-Managed IT For?
Co-managed IT tends to be a strong fit for organizations that:
UPTIME commonly works with growing organizations ranging from dozens to hundreds of employees, but operational fit matters more than an arbitrary employee count.
Co-Managed IT FAQs
What is co-managed IT?
Co-managed IT is a model in which an internal IT department and an outside IT provider share responsibility for supporting an organization's technology. The internal team retains the functions it wants to control while the provider takes responsibility for agreed operational or technical areas.
Does co-managed IT replace our internal IT team?
No. The purpose of co-managed IT is to extend the capabilities of your existing IT organization, not automatically replace it. UPTIME works within the responsibility model established with your internal team.
Who decides which IT responsibilities UPTIME handles?
You do. Responsibilities are defined during onboarding based on your existing team, technical environment and operational requirements. They can also change over time.
Can UPTIME provide only helpdesk support?
Yes. Helpdesk can be one component of a co-managed relationship while your internal team retains responsibility for infrastructure, applications, security or other functions.
Can UPTIME manage infrastructure while our team handles users?
Yes. The model can also work in the opposite direction. Responsibilities are designed around the capabilities and needs of your internal IT organization.
Can UPTIME provide on-site support?
Yes. UPTIME can provide on-site technical support as part of the agreed service model, particularly for organizations that need physical technical resources in the New York and New Jersey area.
Can our internal IT team escalate problems to UPTIME?
Yes. Escalation and engineering assistance can be incorporated into the co-managed responsibility model.
Can the responsibilities change later?
Yes. The division of responsibilities can evolve as your internal team, locations, infrastructure and business requirements change.
How is co-managed IT different from fully managed IT?
With fully managed IT, an MSP typically takes primary responsibility for most day-to-day IT operations. In a co-managed model, an internal IT organization remains in place and responsibilities are deliberately divided between the internal team and the MSP.
Keep Control of IT. Add the Team You Need.
You don't have to choose between building everything internally and outsourcing everything.
UPTIME can work alongside your existing IT organization, take responsibility for the areas where you need additional resources, and adapt as your needs change.
UPTIME IT LLC · 646-828-5757 · info@uptimeus.com