When your business starts to feel the strain of outdated systems, recurring downtime or a stretched-thin internal IT team, the idea of outsourcing IT support naturally comes up. But is it the right move? For small and midsize businesses (SMBs), the decision isn't always clear-cut.
This guide offers a practical, balanced look at the pros, cons and hidden risks of outsourcing IT support. If you're weighing your options, it will help you make an informed, confident decision that serves your business long term.
Outsourcing IT support means partnering with an external provider to handle some or all of your company's IT needs. These services can range from help desk support and cybersecurity to cloud management, system maintenance and strategic planning.
This model is especially common among small to mid-sized businesses that don't have the resources to build or maintain a full-scale internal IT department. Instead of hiring in-house staff, companies tap into an outsourced team that brings a wider range of skills and round-the-clock coverage.
IT support providers typically offer:
Done right, outsourcing IT support can solve long-standing pain points and improve operational efficiency. Here's how:
Hiring internal IT staff is expensive. Beyond salaries, you're covering benefits, training, equipment and time off. With outsourcing, you get a fully staffed team without the overhead, and you only pay for what you need.
Most SMBs can't afford to hire multiple IT specialists. Outsourcing gives you instant access to a team with diverse skills, from cybersecurity analysts to cloud architects. This breadth of knowledge can elevate your IT strategy and prevent costly mistakes.
An internal team can only work so many hours. Outsourced providers often offer around-the-clock system monitoring and support, meaning problems are spotted and resolved before they cause disruption. This proactive approach reduces downtime and keeps your team productive.
Cybersecurity threats are evolving fast. Outsourced IT providers stay current with the latest tools, regulations and best practices. They can implement layered defenses like firewalls, antivirus, endpoint protection and employee training, all without requiring you to build that capability in-house.
Outsourced support is designed to scale. Whether you're opening a new location, expanding your team or adopting new tools, your IT support can flex with your needs. And it won't require a lengthy hiring or onboarding process.
Outsourcing IT support comes with its own set of challenges. Here are some common concerns business leaders often cite:
When IT is handled offsite, you might feel less control over daily operations or key decisions. Without clear communication, this can lead to frustration or misalignment.
Some SMBs worry that external providers may not respond quickly enough in urgent situations. Delays in support can impact business continuity, especially if there is no guaranteed service level agreement (SLA).
Not all providers offer the same level of service. Large, national firms might deliver templated solutions that don't fit your business. Local providers often offer a more personalized, responsive approach, but vetting is key.
Beyond the obvious pros and cons, there are a few lesser-known pitfalls to keep in mind when evaluating IT outsourcing options:
If your provider doesn't offer clear service level agreements, there's no guarantee of how fast they'll respond or how issues will be prioritized. This lack of structure can lead to unresolved problems or slow resolution times.
Some outsourced IT support providers use overseas call centers for help desk support. While this can reduce costs, it can also introduce communication barriers, inconsistent service quality and time zone delays.
It's important to understand exactly what is covered in your contract. Some providers offer low entry pricing but charge extra for critical services like cybersecurity or after-hours support. Make sure you're comparing apples to apples.
Still unsure if outsourcing IT support is right for your business? Here are some clear signs it might be time to make the shift:
The provider you choose can make or break your experience. Look for a partner that offers:
Fraser Advanced Information Systems offers all of the above. Our Managed IT Services are designed for SMBs that want the benefits of expert IT support without losing local accountability.
If you're exploring whether outsourcing IT support is the right step for your business, a free tech review is a great place to start. We'll evaluate your current setup, flag any gaps and outline a support model that fits your needs - no pressure, no jargon.