In many SMEs, IT relies on “the person who knows about computers”: an employee who helps colleagues out between the tasks of their actual job. As long as everything works, that holds. The day the server goes down, an account is hacked or that person is on holiday, you discover that nobody else knows how things work.
There are two ways out: hire an IT person, or hand your IT over to an outside provider, known as managed IT services. Here are the six criteria to review.
The two options in brief
An in-house IT person is an employee. They know your premises, your teams and your habits, and they are on site.
Managed IT services means handing all or part of your IT to a provider: user support, servers, backups, security, accounts and licences. A contract sets what is covered, the response times and the price.
Criterion 1: the size of your setup and the volume of requests
Start by measuring. How many computers, servers, software tools and accounts? How many requests a week, and how long do they take?
If the work amounts to a few hours a week, a full-time position will be under-used. If your teams call on IT all day long, or you have several sites and many business applications, a permanent presence starts to make sense.
Criterion 2: the full cost, not just the salary
For an employee, the cost does not stop at the salary: employer contributions, recruitment, ongoing training, admin tools and licences, and management time. For managed IT, compare the contract price with what is billed on top (travel, out-of-scope work, projects).
Do the sums over a year, with your own figures, based on the time you really need. At Ibsia, managed IT is priced in a detailed, free quote based on your setup and needs.
Criterion 3: availability, including during holidays
A single IT person takes holidays, gets ill and has days that are already full. What happens if your email goes down while they are away?
A provider commits to response times written into the contract and organises itself to ensure continuity. Check what those response times cover: working days only, or evenings and weekends too?
Criterion 4: the range of skills
SME IT covers many areas: workstations, networks and Wi-Fi, servers, Microsoft 365 or Google Workspace, backups, cybersecurity, telephony, business software. One person can hardly be an expert in all of them.
A provider relies on a team, so each topic goes to the right person. In return, make sure you have a named contact who knows your account.
Criterion 5: security and continuity
Security takes regularity: updates, backup checks, managing accounts when staff join and leave, two-factor authentication. These tasks are often postponed when one person is swamped by day-to-day fixes.
Either way, insist on up-to-date documentation: a list of equipment, administrator accounts, restore procedures. Without it, your IT depends on a single person, employee or provider.
Criterion 6: knowing your business
This is the main strength of an in-house IT person: they know your trade, your priorities and your users, and they are there for small everyday problems.
A provider can get close to that: a dedicated contact, regular on-site visits, and remote assistance for simple requests.
Comparison table: managed IT or in-house IT
| Criterion | In-house IT person | Managed IT services |
|---|---|---|
| Cost | Full-time salary and contributions | Contract sized to your real needs |
| Availability | Depends on their hours and absences | Response times set by contract |
| Skills | Those of one person | Those of a team |
| On-site presence | Permanent | By appointment or when needed |
| Knowledge of your business | Very strong | Built up with a dedicated contact |
| Continuity | Depends on one person | Organised by the provider |
The hybrid approach
It does not have to be one or the other. Many companies keep an in-house go-to person for everyday requests and hand the rest to a provider: servers, backups, security, larger projects. The go-to person knows the teams; the provider brings the skills and steps in during absences.
What a managed IT contract should spell out
- The scope: which computers, servers, software and services are covered.
- Response times: how fast a request is acknowledged and handled, and during which hours.
- What is billed on top: travel, out-of-contract work, projects.
- Reversibility: how you get back your access, data and documentation if you change provider.
- Data protection: if the provider accesses personal data, the GDPR requires a contract governing that processing (Article 28).
How to decide, in practice
- List your setup: computers, servers, software, accounts.
- Log IT requests and the time they take for two to four weeks.
- List the skills needed, from email to security.
- Work out the cost of both options over a year.
- Ask for a detailed managed IT quote to compare on real figures.
Still unsure? Tell us about your situation: we help you see what can be handed over and what is better kept in-house.