Keep the internal people who know the business. Add a managed partner for coverage, depth, and a documented process. Co-managed is how we run Managed IT Support when you already have IT staff and want a real division of labor, not a second queue that argues with the first.
98.9 CSAT across 7,902 reviews. Same service culture whether you are fully managed or co-managed.
Co-managed only works when the split is explicit. We support both common models. The right one depends on where your internal strength already sits.
Your internal team owns priorities, strategy, and major vendor relationships. Tailored Tech runs day-to-day tickets, monitoring, patching, and after-hours response. You stay the escalation point and the voice of the business. We stay the operational bench so your people are not buried in password resets and printer queues.
Your internal person or small team handles first response and local knowledge. Tailored Tech supplies Tier 2 and Tier 3 depth, security operations, project capacity, and executive-level input when the work outgrows a one-person desk. You keep the relationship with users. We keep the specialties and the backup when someone is out.
One ticket system. Shared documentation. Named owners for each class of work. Security controls and monitoring that both sides can see. The written guarantee still applies. If the split is not written down, co-managed becomes two people pointing at each other when something breaks.
Help desk, security incidents, projects, vendor escalations, and strategy each get a clear owner. Ambiguity is designed out during onboarding.
Your staff and ours work from shared tickets and secure docs. No parallel spreadsheets. No private runbooks that vanish when someone leaves.
Technology Business Reviews are the natural place to move work between teams as headcount, risk, or capacity shifts.
Co-managed fits organizations that already have at least one capable IT person and do not want to replace them. The goal is depth and coverage without stripping ownership of the environment.
If you have no internal IT today, fully managed is usually cleaner. If you have a full internal department that only needs project help, Project Management may be enough. Co-managed sits in the middle.
Plans, catalog, and pricing are the same foundation. Co-managed is how responsibilities are shared with your staff.
How ownership works when two teams share an environment.
Co-managed IT is a partnership between your internal IT person or team and Tailored Tech. You keep institutional knowledge and business context. We supply depth, coverage, specialties, and a documented process. The split of who owns the help desk versus who owns escalation and strategy is agreed up front so tickets and projects do not bounce between two unclear owners.
Fully managed means Tailored Tech runs the day-to-day desk, monitoring, and most operational work. Co-managed means your internal staff stay in the loop as owners of some layer: either first response and local priorities, or strategy and escalation while we take the desk. Both models use the same tooling, documentation, and written guarantee.
Both show up. Companies with a strong internal IT lead often want us as the help desk and after-hours bench while they keep strategy and vendor relationships. Companies with a thin internal desk often want us as escalation, security depth, and project capacity while their person handles routine requests. We design the RACI with you during discovery rather than forcing one template.
Yes. Co-managed is a way of running Managed IT Support, not a separate product line. Monitoring, documentation, security baseline, and the service platform still sit under Starter, Security+, or Complete. The difference is how responsibilities are shared with your staff.
We agree on queues, escalation rules, and who is primary for each class of request before go-live. Shared documentation and a single ticket system mean both sides see status. Ambiguous ownership is the usual failure mode in co-managed relationships. We treat the RACI as part of onboarding, not an afterthought.
Yes. As headcount, risk, or internal capacity changes, the split can move. Some clients start with us as the desk and later take more strategy in-house. Others start light and hand more operational work to us. Reviews are the natural place to adjust.
Tell us what your internal team owns today. We will propose a clear split, not a vague "we will figure it out."