Should we outsource IT or hire our own IT staff?
Short answer
Most organizations under about 150 people get more for their money by outsourcing to a good managed IT provider: one salary buys one person with one skill set and no backup. Larger organizations often do best with a blend: an internal IT lead who knows the business, backed by a provider for depth, coverage, and security.
Draft · pending expert review
One IT person is a single point of failure. They take vacations, get sick, and eventually leave, often with your passwords in their head. They also can't be an expert in help desk, networking, Microsoft 365, security, and compliance all at once.
When outsourcing makes sense
- You have fewer than about 150 people
- You need coverage beyond one person's working hours
- You need expertise in security or compliance you can't hire affordably
When a blend makes sense
Once you're large enough to justify an internal IT lead, keep one who knows your business and your people, and let a provider handle depth, after-hours coverage, and security tooling. The best arrangements treat the internal person as part of the provider's team, not a competitor.
What to watch out for
Outsourcing only works if the provider actually answers the phone and learns your business. If you're getting a ticket number instead of help, the problem isn't outsourcing; it's the provider.