Case Study
Reducing support overhead without sacrificing reliability
A 50+ person company replaced an FTE internal level-1 help desk with outsourced support, gaining broader expertise, better tooling, and lower overall cost.
Context
A 50+ person company was planning to replace an internal full-time employee who handled level-1 help desk work. Instead of repeating the same role, they were introduced to TechKnowligence and considered a fractional outsourced model.
What We Did
- Took over help desk responsibilities with a structured external support model rather than a like-for-like internal replacement.
- Added management tools, software, and support processes that were not previously available through a single internal role.
- Consolidated services so the client could give up some standalone subscriptions in favor of bundled capabilities.
- Strengthened DevOps practices, security, and developer support, providing a more capable and stable environment for internal development work.
Result
The transition delivered more than a like-for-like replacement. The client gained deeper technical expertise, improved DevOps capabilities, and a more structured support environment.
They also reduced software overhead, gained better visibility and control through a unified toolset, and saw stronger internal satisfaction driven by faster, more reliable support and a better experience for their development team.
Start with an IT Risk & Roadmap Brief
If this kind of work is relevant, the brief is the fastest way to get a clear picture of risk, priorities, and next steps.