Co-managed help desk
We add ticket capacity, after-hours coverage, and specialized expertise around your existing team — intake, triage, and resolution on your processes and systems.
// AugmentIT
Co-Managed IT That Extends Your Team
Your internal IT team knows the business better than any outsider ever will. What it runs short of is hours, after-hours coverage, and the occasional specialist. AugmentIT is our co-managed model: your people, processes, and systems stay in place, and DivergeIT fills the gaps — from an overflow help desk with the same guaranteed response times we give fully managed clients, to an engineering bench for the work that goes deeper than a service tier.
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.
// What's included
Inside AugmentIT
15-minute response guarantee
Guaranteed response in 15 minutes or less — 5 minutes or less, 24/7/365, on Pro coverage. Missed commitments earn 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.
“DivergeIT has been our IT partner for over 15 years. They are exceptional managers.”
// FAQ
Co-Managed IT questions, answered
What is co-managed IT?
Your internal team keeps ownership of people, processes, and systems; DivergeIT fills the gaps you define — overflow help desk, after-hours coverage, specialized engineering, or all three. You choose where the line sits, and we operate to it with the same response guarantees as our fully managed 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?
Our guarantee is a response in 15 minutes or less; Pro coverage guarantees 5 minutes or less around the clock. If we miss, 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
Stronger together
AmplifyAI
AI Solutions One AI Success Team to manage it all: governing and growing Copilot or Claude adoption, with forward-deployed engineers who build the agents and hand them back managed.SecureIT
Cybersecurity Certified MSSP protection across every layer: email, endpoint, network, and cloud. 24/7 human-led detection and response.ComplyIT
IT Compliance Audit-ready documentation, framework alignment, and evidence gathering for HIPAA, CMMC, ISO 27001, CIS Controls, and NIST.
Ready to scope AugmentIT for your team?
A discovery call with our team, not a sales pitch. We assess your current state and show you exactly what a response guarantee — backed by a $100 credit — would mean for your operations.