Co-managed service desk
Run the whole service desk or share it: intake, triage, and resolution on your processes and tools, with after-hours coverage and specialists behind it.
// AugmentIT · Co-managed IT
More capability for your IT team. No new hires.
Owning IT is in our nature.
Your team stays in charge. We can run a whole function, like the service desk or after-hours support, or add senior engineers for the projects and problems that need them.
// Sound familiar?
- “Our team spends all day on tickets, so the projects never move.”
- “We need 24/7 coverage, but we can’t staff nights and weekends.”
- “Every time a specialist problem comes up, we’re hunting for a contractor.”
- “Everything depends on the two people who know how it all works.”
// What it’s like with us
- We run the service desk, or share it, on your tools and your processes.
- Nights, weekends and holidays are covered by people who know your setup.
- Network, server and recovery specialists are already on your bench.
- Your team gets time back for the projects that move the business.
You choose what we take on. We run it like it’s ours.
// Before & after
What changes when we own it
Before: Your team splits its day between tickets and projects.
With DivergeIT: We take the service desk, so your team can focus on the roadmap.
Before: Coverage stops when the office closes.
With DivergeIT: We cover nights, weekends and vacations. Same tools, same queue, same notes.
Before: Know-how sits with a few people.
With DivergeIT: We document everything as we go.
Before: Specialist problems wait for an outside firm.
With DivergeIT: Network, security and recovery experts are already on your team.
// The people
The person who answers knows your name.
Not a script, not a phone tree. When you call, you get someone who knows your office, your setup and what went wrong last time. They stay with it until it’s fixed.
We’ll never ask for your password or a code by phone or email. If anyone does, hang up and call the number on your contract.
// What's included
Inside AugmentIT
Your internal IT team knows the business better than any outsider ever will. AugmentIT extends what that team can do. Hand us a whole function — the service desk, after-hours and weekend support, onboarding and offboarding, or a project — or add senior engineering depth for the work that goes beyond a service tier. Your people, processes, and systems stay in place, and we run our part with the same guaranteed response times we give ManageIT clients.
AugmentIT work is never a drive-by. Every ticket is visible on live dashboards, and everything we build or recover lands back under management — monitored, documented, and reported through RITIS — so your team keeps full visibility long after the engagement ends.
15-minute response guarantee
Guaranteed response in 15 minutes or less, and a live expert within 5 minutes by phone or chat — or a $100 credit.
Live dashboards & weekly reports
Real-time performance tracking and weekly service reports — your IT leadership always knows ticket volume, response times, and satisfaction.
Warm escalations
Complex issues move to senior engineers through warm handoffs with full context — no starting over, no repeating yourself.
Compliance-aware workflows
Documented processes that respect your regulatory obligations, from access requests to offboarding — with custom compliance reporting available per engagement.
Onsite server support
Hands-on engineering at your facility for the work that cannot be done remotely — installs, physical migrations, and hardware triage.
Advanced network architecture
Design and build-out of high-availability, segmented networks — then handed back to your team and our monitoring, not left as a diagram.
Forensic & disaster recovery
Specialist data recovery when data is lost or compromised, and coordinated disaster recovery execution against your documented RTO/RPO objectives.
Managed after the work
Every AugmentIT outcome returns to continuous management: monitored, patched, documented, and included in your operational reporting.
// RITIS · Support
Your team sees the same queue we do
Co-managed only works if both sides read from one source. RITIS puts response and resolution attainment, satisfaction and the open queue on a screen your IT lead can open any time — including the tickets where we missed the guarantee.
What the Support screen scores
- Response SLA98%
508 met · 11 missed
- Resolution SLA90%
468 met · 51 missed
- Satisfaction100%
13 positive · 13 surveys
- Open tickets37
483 closed · 30 days
Also reported here: Devices, Users. All five domains roll into one RITIS Score.
// What changed for them
“DivergeIT perfectly augments our internal IT team with specialized subject matter experts.”
// FAQ
Co-Managed IT questions, answered
What is co-managed IT?
Your internal team keeps ownership of people, processes, and systems, and DivergeIT takes on the parts you choose: a whole function like the service desk or after-hours support, specialist engineering, projects, or any mix. You decide where the line sits, and we operate to it with the same response guarantees as our ManageIT clients.
Can we outsource the help desk without outsourcing all of IT?
Yes. DivergeIT can run your IT help desk while your team manages the other components of your IT systems — that is exactly what the co-managed model is for.
What coverage hours are available?
Normal business hours, follow-the-sun, or 24/7/365 — coverage is matched to your operations and the tier you choose.
How fast will my employees actually get help?
Every ticket gets a response in 15 minutes or less. Call or chat and you reach a live expert within 5 minutes — if we miss that, you receive a $100 credit.
How do you keep quality consistent?
Documented processes, real-time dashboards, weekly reports, and satisfaction surveys on every ticket — quality is measured, not assumed.
What engineering work does AugmentIT cover?
Onsite server support, advanced network architecture, forensic data recovery, disaster recovery execution, and custom compliance reporting — scoped per engagement, and handed back to continuous management when the work is done.
How is AugmentIT priced?
Co-managed help desk coverage is priced per user against the ManageIT tiers. Engineering engagements are scoped and quoted individually — tell us what you need and we will return a scope, price, and timeline, usually within one business day.
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Call us · 1-866-453-5207
A real person in minutes · $100 credit if we’re late