Managed IT & help desk
Managed IT support your team can rely on
Give your employees one dependable place to get technical help while ZitDevs manages the systems, accounts and everyday technology behind your business.
Built for companies of roughly 5 to 150 employees who have no IT department, or one person carrying IT alongside another job.
- Coverage
- Remote-first, hours agreed in writing
- Platforms
- Google Workspace and Microsoft 365
- Support languages
- English / Español
- Laptop will not join the VPN In progress
- New employee account and mailbox Resolved
- Shared drive permissions review Scheduled
- Monthly backup verification Resolved
- Phishing report from finance Escalated
- Offboarding — contractor access Resolved
One channel
Employees stop guessing who to ask. Every request enters the same place and is tracked to a close.
Written scope
Coverage hours, priority levels, response targets and escalation are agreed in the service agreement.
A record that stays
Systems, accounts and changes are documented, so knowledge does not leave with one person.
The business problem
When nobody owns IT, the work still happens — just badly.
It lands on whoever is nearest and most technically confident, between their real responsibilities. Requests wait. Accounts outlive the people who used them. Nobody can say with certainty whether last night’s backup ran. None of this shows up as a line in the budget, which is exactly why it persists.
- Employees do not know where to go for help, so they ask a colleague and wait
- An internal employee handles IT alongside the job they were actually hired for
- Account access is inconsistent, and former staff still appear in some systems
- Onboarding and offboarding are done from memory, differently each time
- Backups exist but nobody verifies them until something is needed
- Technical knowledge depends on one person who has never had a real handover
- Multiple vendors — email, hosting, internet, devices — with no one coordinating them
- Remote employees have inconsistent device setups and no standard baseline
Outcomes
What changes once IT has an owner.
- 01
One place to ask
A single support channel with defined priority levels, so employees stop routing requests through favours.
- 02
Accounts under control
Joiners, movers and leavers follow the same documented process every time, across every system.
- 03
Fewer surprises
Monitoring, updates and backup checks run on a schedule rather than after an incident.
- 04
A written record
Requests, changes and decisions are logged, so the context survives staff changes and holidays.
What is included
The scope of managed IT.
Coverage is assembled from the areas below. What applies to you is confirmed in the assessment and written into the agreement.
Everyday support
- End-user help desk
- Incident resolution
- Device configuration support
- User onboarding and offboarding
- Account and access management
- A direct support channel
Cloud and email
- Google Workspace administration
- Microsoft 365 administration
- Email security
- Domain and DNS support
- Cloud storage management
- Shared mailboxes and groups
Oversight and reporting
- System monitoring
- Backup oversight
- Security configuration review
- Documentation
- Recurring reports
- Vendor coordination
How support runs
One place for everyday IT.
The value of managed IT is not that a request gets answered. It is that the same path is followed every time, and that what happened is written down afterwards.
Nothing depends on a favour
Requests do not travel through direct messages to whoever is friendliest with the technical person.
Recurring problems get named
Reporting exists to find the five requests that keep coming back and remove their cause.
- Employee request Submitted through the agreed channel, with no need to know who handles what.
- Triage Classified by impact and priority, and either handled immediately or scheduled.
- Resolution or escalation Resolved by the help desk, or escalated to a specialist or the relevant vendor.
- Documentation What changed, why, and anything the next person needs to know is recorded.
- Status reporting Volume, recurring issues and open risks are summarised on an agreed cadence.
Fit
Who this service is for.
A good fit when
- You have employees but no IT department, and support currently falls to whoever volunteers.
- One person handles IT alongside another role and has become a single point of failure.
- The team is remote or hybrid, and device and account setups have drifted apart.
- You run Google Workspace or Microsoft 365 and nobody administers it deliberately.
- You want a written scope and a predictable monthly cost instead of emergency invoices.
Probably not the right service when
- You need a single one-off fix rather than continuing coverage — an IT audit or project fits better.
- The requirement is regulated on-site infrastructure work; we operate remote-first and confirm on-site needs case by case.
- You need software built rather than systems managed — that is custom software development.
Onboarding
How a managed IT engagement starts.
- 01
Assessment
We review users, devices, accounts, email, backups and the current support load, and tell you what we found.
- 02
Scope
Coverage, hours, priority levels, response targets and escalation are agreed in writing before anything begins.
- 03
Onboarding
We document the environment, set up the support channel, standardise access and take over administration.
- 04
Operate
Support runs day to day, with scheduled checks, recurring reports and a standing list of improvements.
Supported platforms
What we administer.
Managed IT covers the systems your employees touch daily. If something you depend on is missing from this list, tell us in the assessment.
We coordinate with your existing vendors — internet provider, hosting, device supplier — rather than requiring you to replace them.
Identity and email
- Google Workspace
- Microsoft 365
- Shared mailboxes
- Groups and aliases
- MFA enforcement
Devices
- Windows
- macOS
- Mobile access
- Standard baselines
- Software installation
Files and domains
- Google Drive
- SharePoint / OneDrive
- Domain registrars
- DNS records
- SSL certificates
Protection
- Anti-spam and anti-phishing
- Backup oversight
- Access reviews
- Endpoint protection
- Incident documentation
Engagement models
How this is contracted.
Managed monthly
Recurring coverage with an agreed scope, response targets and reporting cadence.
- Predictable monthly cost
- Defined coverage hours
- Best for teams with no IT staff
Co-managed
ZitDevs works alongside your internal IT person and takes the areas they cannot cover.
- Responsibilities split in writing
- Escalation path for your IT staff
- Best when one person is overloaded
Assessment first
An IT audit before any recurring commitment, delivered as a standalone piece of work.
- Findings and risk summary
- Prioritised recommendations
- No obligation to continue
Why ZitDevs
How we describe the service honestly.
No published response times
Response targets are set with you, based on coverage hours and priority levels. We will not advertise a number that means nothing until scope exists.
Documentation is a deliverable
Your environment documentation belongs to you and stays available to you, including if the relationship ends.
Remote-first, stated plainly
Support is delivered remotely. On-site requirements are assessed individually and confirmed before an agreement is signed.
One provider, several disciplines
When a support issue turns out to be a website, cloud or software problem, it stays inside the same company.
FAQ
Questions about managed IT.
Answers are written for this service. Where a figure depends on your situation, we say so instead of publishing an average.
What are managed IT services?
Managed IT means an external provider takes continuing responsibility for the technology your business runs on: user support, accounts and access, email and cloud administration, device configuration, monitoring, backup oversight and documentation. It is contracted as ongoing coverage with an agreed scope, rather than billed each time something breaks.
Can ZitDevs replace an internal IT employee?
In some companies yes, in others the right answer is co-managed. It depends on how much of the role is technical support versus physical, on-site or specialist work. The assessment is where that is decided honestly, and we will say if a full replacement is not realistic.
Can you support a fully remote team?
Yes. Remote and hybrid teams are the common case. Support is delivered through the agreed channel, and device baselines and account policies are standardised so that location stops mattering.
Do you support Microsoft 365 and Google Workspace?
Yes, both, including user provisioning, shared mailboxes, groups, storage, security settings and domain configuration. If you run both, we administer both.
What is included in the help desk?
End-user requests: access and password problems, email issues, device and software configuration, file and permission questions, printing and connectivity, and account changes. Requests outside scope are identified as such rather than quietly absorbed or ignored.
How is onboarding handled?
It runs in four stages: assessment, written scope, onboarding, then operation. Onboarding covers documenting the environment, setting up the support channel, standardising access and taking over administration.
Can you work alongside our internal IT team?
Yes. In co-managed engagements the split of responsibilities is written down — who owns which systems, who escalates to whom — so neither side assumes the other is handling something.
Do you support employee devices?
Yes, on Windows and macOS: configuration, accounts, access, software installation and support. Hardware repair and warranty claims are coordinated with your supplier rather than performed by us.
Do you provide cybersecurity services?
Managed IT includes security configuration, access reviews, email protection and backup oversight as part of ongoing care. A deeper security assessment is delivered as an IT audit, and specialist work beyond that scope is quoted separately.
How quickly can managed IT service begin?
That depends on the assessment and on how much documentation exists. We do not publish a start date before seeing the environment, because taking over administration responsibly takes as long as it takes to know what is there.
Start with an assessment of what you have.
We will review your users, accounts, devices, email and backups, and come back with coverage options, response targets and a written scope.
The form is preselected for managed IT and asks about your team size, work model and current platform.