Why IT Managers Beat IT Support Staff in an MSP Supported Environment
I talk to many businesses that rely on managed service providers (MSPs). This is a reliable model – MSPs stay running, handle troubleshooting and provide coverage for multiple customers. But here is the problem: relying solely on MSPs, without an internal IT manager, often leads to inefficiency, problem solving, and a lack of strategic IT direction.
IT support staff working in MSPs focus on tickets, response times, and fixes. Their job is to solve immediate technical problems, not to align with business goals. That’s where IT managers change the game. They bridge the gap between business and technology, ensuring IT investments actually contribute to growth, efficiency and competitive advantages.
MSPs are far away from business and cannot effectively manage business systems, processes and enterprise series software. They work across multiple clients and do not have the internal knowledge needed to customize solutions for company-specific needs. Without internal IT managers, businesses often manage their critical systems in a common, cookie-cutter way, which doesn’t really support their operations.
I’ve seen time countless times – it’s all up to the MSP’s struggle with long-term planning. They end up getting systematic patchwork, unnecessary costs and lack of accountability. IT managers ensure that MSPs meet the correct standards, negotiate the correct service agreements, and implement a roadmap that makes sense for the business.
IT security and data privacy should never be controlled by third parties alone. Delegating all responsibility to delegating sensitive company data to external providers is too risky. Internal IT managers ensure that security policies are aligned with business risks, meet compliance requirements, and are responsible for protecting critical assets.
If your company is expanding and becoming a key feature, it is necessary to have an internal IT manager more than just a luxury. The combination of IT managers and powerful MSPs gives you the best of both worlds: strategic oversight and top-level support.
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