01
Projects that never move
Your team spends the day on tickets, so the roadmap waits another quarter.
// 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.
A live expert in 5 minutes, or a $100 credit · Prices on this site
// The problem
It’s not just you. Good IT teams get buried in tickets.
Internal IT teams are expected to run the help desk, cover every hour and deliver the roadmap. Something always gives.
02
Coverage that stops at 5pm
You need nights and weekends covered, and you can’t staff them.
03
Specialists on demand, sort of
Every network, server or recovery problem starts a hunt for a contractor.
04
Two people who know everything
When one of them is out, so is half of what your team knows.
Heard on first calls
- “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.”
// The real issue
The problem isn’t your team. It’s that they’re stretched across every job at once.
Strong IT teams get pulled into everything: the service desk, after-hours calls, specialist problems and the projects leadership is waiting on.
AugmentIT takes on the parts you choose, on your tools and your processes, so your team can do the work only they can do.
Find out where you stand →
// So where do you start?
Red to green, in three steps.
First — Scope
You choose what we take
The service desk, after-hours coverage, a specialist bench or a project. Your team stays in charge.
Next — Onboarding
We plug into your tools
We work in your ticketing system and your processes, and document everything as we go.
Ongoing — Partnership
Your team gets time back
Nights, weekends and vacations are covered by people who know your setup, and the roadmap starts moving.
// 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.
// 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.
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.
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 SLA 98%
508 met · 11 missed
- Resolution SLA 90%
468 met · 51 missed
- Satisfaction 100%
13 positive · 13 surveys
- Open tickets 37
483 closed · 30 days
Also reported here: Devices, Users. All five domains roll into one RITIS Score.
// The guarantees
Promises with consequences, not fine print.
Response
Miss the 5-minute connection and a $100 credit is applied to your next invoice.
Ransomware recovery
If an attack gets through under our watch, we restore you to your pre-attack state — at no charge.
Switching
If switching to us disrupts your operations, your first month is free.
Satisfaction
We make it right. Unresolved feedback gets leadership’s attention — plus a personal gift.
// 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.
// Related services
Need something else?
ManageIT
“I need someone to own all of it” Help desk, laptops, servers, Wi-Fi, cloud and backups. Your team calls us, not you. One price per person, on this site.SecureIT
“I need to know we’re protected” Someone watches your email, laptops and accounts day and night. When the insurer asks, we have the answers.AmplifyAI
“I need AI under control” We set up Copilot or Claude properly, train your people, keep your data safe, and show you whether it’s paying off.ComplyIT
“I need to pass the audit” We work out what compliant means for your business, get you there, and keep the evidence ready for the next questionnaire.ConsultIT
“I need a project done right” Office moves, cloud migrations, new systems. We plan it, run it, handle every vendor, and stay after go-live until it works.
Give your IT team room to work.
Tell us which function to take on. We’ll take it from here.
Call us · 1-866-453-5207
A real person in minutes · $100 credit if we’re late