Managed IT support is a service model where an external provider manages a business’s IT infrastructure, security and technical needs for a fixed monthly fee. Managed IT support is used by companies of all sizes in the UK to save money, improve cybersecurity and access enterprise-level technology without the need for a full in-house team. If you are running a business in the UK you will be aware of the ever increasing complexity of the technology landscape. Cybersecurity threats are becoming more sophisticated. Remote staff needs seamless connectivity. Aging infrastructure bottlenecks at the worst possible times. And for many business owners IT is the furthest thing from their minds. Managed IT support is what you need In this guide to managed IT support we’ll cover everything you need to know about what it, what services it includes, what it costs, how to choose the right provider and what to expect from the relationship. Whether you are a sole trader planning your first IT partnership or an expanding SME reviewing your existing setup, this guide will assist you to make a more informed decision. What is Managed IT Support and Why do UK businesses need it? Managed IT support is a service that is outsourced. It involves a company hiring a Managed Service Provider (MSP) to manage and maintain its IT systems. Calling someone when something breaks is not enough. Instead, businesses pay a monthly fee for ongoing monitoring, proactive maintenance and responsive technical support. In the UK there has been a clear move away from reactive ‘break-fix’ IT to proactive managed support. According to the UK government’s Cyber Security Breaches Survey 2023, 32% of businesses reported experiencing a cyberattack or breach in the previous 12 months—a figure that climbs sharply for medium and large organizations. Many of those incidents could have been mitigated with proper monitoring, and patching processes in place. Security is not everything in managed IT support however. UK businesses are under more pressure than ever to modernize their operations, stay compliant with frameworks such as GDPR and Cyber Essentials and support hybrid workforces – without dramatically increasing headcount or internal IT budgets. Managed IT support offers a viable solution to all three. Benefits of Managed IT Support for UK Businesses The benefits of managed IT support go far beyond convenience. The model delivers a raft of tangible commercial and operational benefits for UK businesses. How can managed IT support help to reduce business disruption and downtime? Unscheduled downtime costs money . Veeam’s 2022 report found that the average cost of IT downtime for businesses in some sectors is more than £1,000 per minute. Managed IT providers use Remote Monitoring and Management (RMM) tools to detect potential problems before they become bigger problems, catching hardware failures, unusual network activity or software vulnerabilities before they become system downtime. What Managed IT Support Cybersecurity Benefits Do You Receive? A good managed IT support provider will have multiple layers of cybersecurity protection in place including firewalls, endpoint detection and response (EDR), email filtering, patch management and employee security awareness training. Many UK providers also help businesses to attain Cyber Essentials and Cyber Essentials Plus certifications, which are becoming more and more a requirement for government contracts and public sector supply chains. Why is Managed IT Support Cheaper Than In-House IT Teams? In the UK it’s expensive to recruit, train and retain the skills of IT staff. The average salary of a mid-level IT engineer is £35-50,000 a year that’s before contributions, equipment, training and annual leave cover. With managed IT support, businesses receive the services of an entire team of specialists ranging from helpdesk technicians to senior network engineers at a fraction of the cost. How Does Managed IT Support Deliver Access to the Latest Technology and Expertise? MSPs pour money into certifications, tools, and partnerships Most managed IT support providers can offer businesses access to enterprise level software, cloud platforms and vendor relationships that they simply wouldn’t be able to afford on their own, let alone the know-how to configure and manage them properly. What’s In A Managed IT Support Package? Managed IT support packages will vary from provider to provider but most UK MSPs will offer a core set of services, typically bundled into tiered plans. Remote Help Desk and On-Site Technical Support Most managed IT support contracts revolve around a helpdesk – generally manned during UK working hours, but 24/7 cover is available on higher tier plans. Staff can raise tickets via phone, email or portal and the majority of issues are resolved remotely. Problems that cannot be solved remotely would include, normally, site visits. 24/7 Network & Infrastructure Monitoring Instead of waiting for users to report problems, managed IT support providers monitor servers, networks and endpoints 24/7. And since it’s always there, problems are frequently detected and solved before users even know about them. Cyber Security Management and Response to Threats This often involves antivirus and anti-malware management, email security filtering, firewall configuration and vulnerability scanning. More complete packages feature Security Operations Centre (SOC) services and penetration testing. Cloud Service Management As UK businesses increasingly move to standardized platforms like Microsoft 365, Azure and Google Workspace, managed IT providers help with setting up, configuring, licensing management and ongoing support of cloud environments. Backup, Disaster Recovery and Business Continuity Planning Data loss can be devastating. Managed IT contracts typically include automated encrypted backups (often with cloud versions both on-site and off) and documented disaster recovery plans that are tested on a regular schedule. Software Patching and Update Handling One of the best ways to prevent cyberattacks is to ensure that your operating systems and applications are always up to date. Managed it providers also do patch management for you automatically so all the devices are patched for vulnerabilities quickly. How Managed IT Support Can Help Small & Medium-Sized Businesses Across the UK The Department for Business and Trade said SMEs comprise 99.9% of all businesses in the UK. But many don’t have the in-house IT resources