Internal First Line
The client handles routine user issues while VSS provides advanced support, monitoring, projects, and escalation.
VSS Business Solutions
Co-Managed IT Support
Extend an internal technology team with additional monitoring, documentation, project capacity, specialized expertise, and escalation support.
Support the internal team without displacing it
Define a clear division of responsibility and strengthen the areas where capacity or specialization is limited.
Co-managed IT works when the organization already has an employee, manager, or internal team responsible for technology but needs broader tools, deeper expertise, project support, after-hours coordination, documentation, or a dependable escalation path.
VSS and the client identify ownership for users, devices, infrastructure, cloud services, security, vendors, projects, approvals, and communications. The relationship should reduce duplicated effort and unresolved handoffs rather than create another layer of ambiguity.
Co-managed capabilities
- Monitoring, alert review, maintenance, and escalation
- Help desk overflow and advanced technical troubleshooting
- Security, backup, continuity, and recovery support
- Microsoft 365, network, server, and cloud administration
- Project planning, migrations, implementations, and vendor coordination
- Documentation, standards, lifecycle, and roadmap assistance
Common responsibility models
The final division is documented in the service agreement and operating procedures.
VSS First Line
VSS handles user support and recurring administration while internal staff focus on applications, operations, or strategic work.
Shared Specialties
Responsibilities are divided by platform, location, project, security domain, or business system.
Define a co-managed responsibility matrix.
Identify internal roles, current tools, recurring workload, escalation needs, projects, risk, and the areas where additional capacity is required.