Why Should You Outsource Your Managed IT Help Desk to a Master MSP?

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Mar 06, 2018

Image above: Carson Franklin, President at Franklin Technology Management in Monterey, California, shares the benefits of outsourcing his Service Desk.

The Benefits of a Master MSP Partnership

How to Improve Your Managed Services Efficiency

Common across different managed service provider (MSP) discussion boards, subreddits, and online forums, is the heated discussions about IT Solution Providers “Outsourcing” Service Desk and NOC operations to third parties like a Master MSP. This subject is guaranteed to spark endless debate and strong opinions, more so than almost any other topic in the IT channel. I see strong arguments on both sides, but in the end we decided to partner with a Master MSP, instead of building it internally ourselves.

Why I Outsourced My Help Desk to a Master MSP

Franklin Technology Management chose to partner with Collabrance, a Midwest-based Master MSP, to help streamline the delivery of technical services and network operations with our already established and new clients. We have been providing Managed IT Services to clients locally and nationally since my company was founded in 2007. Naturally the question that comes up is: “Why would an established MSP choose to partner with another company to do such an important and core part of an MSP’s business?” The answer I give is this: Efficiency.

Contrary to what some may think, our core business is not network operations or technical services. Our core business is to support the IT needs of our clients in the most efficient way possible. The standardization of technology and the efficiency we use to support this technology are what sets us apart. Our clients have only one desire…. To do their work without having to worry about technology. As long as we provide solutions to their IT needs, I believe we will be successful.

A Simple Analogy to a Complex Managed Services Debate

My analogy to MSPs outsourcing is simple. Do MSP’s build the workstations they support? I would say the majority do not. The majority of MSPs purchase workstations from companies like Dell, HP, or Lenovo. The same is true for physical servers, cloud services, RMM software, etc. The reasons for this are easy: The companies I mentioned are able to provide hardware that is cheaper, more reliable, and easier to support than similar hardware built by the MSP. We partner with companies like those listed above because we are confident standing behind their products. Their hardware fulfills an IT need our clients have in a way that makes more sense than having us assemble each workstation or server by hand.

I believe the same can be true for NOCs and Service Desks with a Master MSP.

With the right partner we can fulfill the IT needs of our managed IT clients in a way that is more efficient for them, and for us.

After all, our clients are really paying for our IT knowledge and expertise. As a trusted technology advisor, they expect the IT solutions we provide are the best solutions possible. They expect the partnerships we have, are with the best companies possible.

We partnered with Collabrance because we believe they have the ability and expertise to support our clients in a way that is more efficient than building and managing an in-house Service Desk and NOC. Building stability and security through standardization is how we ensure our managed IT clients can keep working on their core business without IT problems. After all, that is all they want to do and how we can provide them with the best products and services.

See why other Office Equipment Dealers and MSPs outsourced their Help Desk and partnered with Collabrance.

Tags: service desk
Category: Business Practices

About The Author

Carson Franklin

Carson Franklin, President at Franklin Technology Management has been providing managed services to the Monterey, California area since 2007. Prior to FMT, Carson's background includes several years as a System Engineer. Carson graduated from California State University with a B.S. in Telecommunications, Multimedia, and Applied Computing.