Co-managed IT services combine your internal IT team's institutional knowledge with an external managed services provider's specialized expertise, giving your North Carolina business the best of both worlds. This hybrid model is ideal for companies with 1-3 internal IT staff who need additional capabilities in cybersecurity, cloud infrastructure, after-hours coverage, or project support without fully outsourcing their technology operations.
Key takeaway: According to JumpCloud's 2025 MSP statistics report, nearly 90% of SMEs are already using or considering using a managed services provider. For companies with existing internal IT, co-managed services address the 76% IT talent shortage that Manpower Group documented in 2024, providing specialized skills without the cost of multiple full-time hires.
Have internal IT but need more? Preferred Data Corporation provides co-managed IT services that complement your existing team. BBB A+ rated with 37+ years serving North Carolina businesses. Call (336) 886-3282 or discuss your needs.
What Co-Managed IT Actually Means
Co-managed IT is not a temporary staffing arrangement or a consulting engagement. It is a structured partnership where responsibilities are clearly divided between your internal team and your MSP based on skill sets, availability, and business priorities.
The Co-Managed Model Defined
In a co-managed arrangement:
- Your internal IT staff handles day-to-day operations they know best
- The MSP provides specialized skills your team lacks
- Both parties use shared tools for visibility and coordination
- Escalation paths are defined for each type of issue
- Regular communication ensures alignment on priorities
This differs fundamentally from fully outsourced IT (where the MSP handles everything) or break-fix support (where external help is reactive and transactional).
Common Division of Responsibilities
Internal IT typically handles:
- User onboarding and offboarding
- Day-to-day helpdesk for common issues
- Hardware procurement and deployment
- Application-specific support (ERP, industry software)
- Relationship management with business units
MSP typically handles:
- Cybersecurity monitoring and response
- Cloud infrastructure management
- Network architecture and optimization
- After-hours and weekend support coverage
- Compliance and security assessments
- Major project implementation
- Backup and disaster recovery
When Co-Managed IT Makes Sense for Your NC Business
Not every company needs co-managed services. Here are the scenarios where this model delivers the highest value for North Carolina businesses.
Scenario 1: Your IT Person is Overwhelmed
A High Point manufacturer has one IT manager who handles everything from password resets to server maintenance. They are constantly in reactive mode, unable to pursue strategic projects or implement security improvements. Co-managed services take routine monitoring, patching, and after-hours support off their plate, freeing them for higher-value work.
Scenario 2: You Need Specialized Security Expertise
A Greensboro defense contractor has a capable IT generalist but needs CMMC compliance expertise they cannot justify hiring full-time. A co-managed arrangement provides ongoing security monitoring, vulnerability management, and compliance support while the internal IT person manages daily operations.
Scenario 3: After-Hours Coverage is Critical
A Charlotte logistics company runs 24/7 operations but their IT team works business hours. Co-managed services provide overnight and weekend monitoring, ensuring production systems are supported around the clock without the cost of additional full-time hires.
Scenario 4: Major Projects Require Extra Hands
A Winston-Salem construction firm needs to migrate to the cloud, implement new project management software, and upgrade their network, all while keeping existing systems running. Co-managed services provide project bandwidth without permanent headcount increases.
Scenario 5: Compliance Requirements Exceed Internal Capabilities
Businesses in the Research Triangle and Piedmont Triad facing regulatory requirements (HIPAA, PCI DSS, CMMC) often need specialized compliance expertise that an internal generalist cannot provide. Co-managed services bridge this gap with dedicated compliance support.
Benefits vs. Fully Outsourced IT
Understanding how co-managed compares to fully outsourced helps North Carolina businesses make the right choice.
Advantages of Co-Managed Over Fully Outsourced
- Institutional knowledge preserved: Your internal staff knows your business, culture, and users
- Faster resolution for known issues: Internal IT resolves familiar problems immediately
- More control: You maintain strategic direction and daily oversight
- Relationship continuity: Users have a known internal contact
- Cost efficiency: You only outsource what you cannot do internally
- Flexibility: Scale external support up or down based on needs
Advantages of Fully Outsourced Over Co-Managed
- Simpler accountability: One provider responsible for everything
- No internal headcount required: Pure operating expense
- Broader coverage: No gaps between internal and external responsibilities
- Less coordination overhead: No need to manage the partnership
According to research from IMS Nucleii, approximately 60% of businesses now use managed or co-managed IT services to reduce costs and boost operational efficiency.
Defining Roles and Handoffs
The most critical success factor in co-managed IT is clear role definition. Ambiguity leads to gaps (things neither party handles) or conflicts (both parties trying to manage the same systems).
Role Definition Matrix
Create a responsibility matrix for each technology area:
| Technology Area | Internal IT | MSP | Shared |
|---|---|---|---|
| User helpdesk (Tier 1) | Primary | Backup | Escalation |
| Server management | Monitoring | Patching/Updates | Major changes |
| Network infrastructure | Physical | Logical/Security | Architecture |
| Cybersecurity | Awareness training | Monitoring/Response | Policy |
| Cloud services | User management | Infrastructure | Migration |
| Backup/DR | Testing | Management | Planning |
| After-hours support | None | Primary | Escalation |
Handoff Procedures
Define specific handoff triggers:
- Time-based: Internal IT handles issues during business hours; MSP takes over after 6 PM and on weekends
- Complexity-based: Internal IT handles Tier 1-2; MSP handles Tier 3+ and security incidents
- Skill-based: Internal IT handles application support; MSP handles infrastructure and security
- Escalation-based: Issues unresolved after 2 hours automatically escalate to MSP
Communication Protocols
Establish regular touchpoints:
- Daily: Shared ticketing system visibility for both teams
- Weekly: 30-minute sync on open issues and priorities
- Monthly: Performance review and upcoming project planning
- Quarterly: Strategic technology roadmap discussions
Cost Structure for Co-Managed Services
Co-managed IT pricing reflects the shared responsibility model. You pay for the specific services the MSP provides, which is typically less than a fully outsourced agreement.
Typical Pricing Models
Per-User (Partial):
- Basic co-managed (monitoring, patching, after-hours): $50-$100/user/month
- Standard co-managed (+ security, backup, projects): $100-$175/user/month
- Premium co-managed (+ compliance, vCISO, unlimited projects): $175-$275/user/month
Fixed Monthly Fee:
- Based on environment complexity and services included
- Typically $2,000-$8,000/month for 25-75 person companies
- Provides budget predictability regardless of issue volume
For a 40-person Greensboro manufacturer with one internal IT person, expect co-managed costs of $4,000-$7,000 per month for standard coverage, significantly less than the fully outsourced equivalent of $6,000-$10,000.
ROI Calculation
Compare co-managed costs to the alternative of hiring additional internal staff:
- Second IT hire (fully loaded): $90,000-$140,000 annually
- Security specialist hire: $110,000-$160,000 annually
- Both hires: $200,000-$300,000 annually
Co-managed services providing equivalent capabilities: $48,000-$84,000 annually, representing 60-70% savings while gaining broader expertise.
Interested in co-managed pricing for your business? PDC provides customized co-managed solutions for NC businesses. Call (336) 886-3282 or request a proposal.
Making the Transition to Co-Managed
Transitioning from pure internal IT to a co-managed model requires careful planning to avoid disruption.
Phase 1: Assessment (Weeks 1-2)
- Inventory current responsibilities and pain points
- Identify gaps in skills, coverage, and capacity
- Document existing processes and tools
- Define success criteria for the co-managed relationship
Phase 2: Partner Selection (Weeks 3-4)
- Evaluate MSPs with co-managed experience
- Verify they support your existing tools (or have superior alternatives)
- Confirm geographic coverage for on-site needs
- Check references from similar co-managed clients
Phase 3: Onboarding (Weeks 5-8)
- Grant appropriate access to shared systems
- Configure monitoring and alerting
- Establish communication channels and escalation paths
- Transfer documentation and credentials
- Run parallel operations to validate handoffs
Phase 4: Optimization (Ongoing)
- Review and adjust role boundaries based on experience
- Identify additional areas for MSP support
- Measure and report on shared KPIs
- Conduct regular satisfaction surveys with internal team
Tools and Platforms for Co-Management
Effective co-managed IT requires shared visibility into the technology environment. Key tool categories include:
Essential Shared Tools
- Remote Monitoring and Management (RMM): Unified view of all systems for both teams
- Ticketing/ITSM: Shared ticket queue with assignment routing
- Documentation: Centralized knowledge base accessible to both parties
- Communication: Dedicated channels (Slack, Teams) for real-time coordination
- Reporting: Dashboards showing performance metrics for both teams
Access and Security Considerations
- Define least-privilege access for the MSP based on their responsibilities
- Implement privileged access management for shared administrative accounts
- Maintain audit trails for all MSP access to your systems
- Review and update access quarterly as roles evolve
- Ensure the MSP follows your security policies when accessing your environment
Common Pitfalls and How to Avoid Them
Pitfall 1: Unclear Boundaries
Problem: Neither team knows who handles specific issues, creating gaps. Solution: Document the responsibility matrix and review it quarterly. When ambiguous situations arise, make a decision and update the matrix.
Pitfall 2: Turf Protection
Problem: Internal IT feels threatened by the MSP's involvement. Solution: Position the MSP as an extension of the team that enables internal IT to focus on strategic work rather than a replacement.
Pitfall 3: Communication Breakdown
Problem: Teams work in silos without visibility into each other's activities. Solution: Require shared tooling, regular syncs, and a single source of truth for system status.
Pitfall 4: Scope Creep
Problem: The MSP gradually takes on more responsibility without pricing adjustment, or internal IT pushes routine tasks to the MSP. Solution: Review scope quarterly and adjust pricing or responsibilities when workload shifts significantly.
How PDC Approaches Co-Managed IT
Preferred Data Corporation has provided co-managed IT services to North Carolina businesses since 1987. Our approach is designed to strengthen your internal team, not replace them:
- Complementary expertise: We bring specialized skills in cybersecurity, cloud, and network infrastructure that complement your internal IT generalist
- Flexible engagement: Scale our involvement up for major projects, down during stable periods
- Local presence: On-site support from our High Point headquarters across the Piedmont Triad, Charlotte, Raleigh, and Durham
- Shared tools: Full visibility into system status for both your team and ours
- After-hours coverage: 24/7 monitoring and response when your internal team is off
Frequently Asked Questions
How do I know if co-managed IT is better than hiring another IT person?
Co-managed IT typically makes more sense when you need breadth of expertise rather than additional hands. If your internal IT person is overwhelmed with routine tasks, a second hire helps. If they need specialized skills in security, cloud, or compliance that one additional generalist would not provide, co-managed services deliver more value per dollar.
Will my internal IT team resent having an MSP involved?
Not if positioned correctly. The most successful co-managed relationships position the MSP as enabling the internal team to do more strategic work rather than replacing them. Involve your internal IT staff in selecting the MSP partner and defining the division of responsibilities.
What if the co-managed relationship is not working?
Clear SLAs and regular reviews provide natural checkpoints to evaluate the relationship. If role boundaries are unclear, adjust the responsibility matrix. If communication is lacking, increase sync frequency. If the fundamental fit is wrong, most co-managed agreements allow transition with 30-60 days notice.
Can I start with just one co-managed service and expand later?
Yes. Many North Carolina businesses start with a single service, often after-hours monitoring or cybersecurity, and expand as they see value. This phased approach reduces risk and helps both teams build trust incrementally.
How quickly can co-managed services be implemented?
Typical onboarding takes 4-8 weeks, including documentation review, tool deployment, and parallel operations. Emergency engagements for companies facing immediate needs can be expedited to 1-2 weeks for core services.
Related Resources
- How Much Does IT Support Cost for Small Businesses in NC?
- Managed IT Services - Full-service and co-managed options
- Cybersecurity Services - Specialized security augmentation
- Cloud Solutions - Cloud expertise for your internal team
- Contact PDC - Discuss your co-managed IT needs
Strengthen your internal IT team with expert support. Preferred Data Corporation provides co-managed IT services across North Carolina, from the Piedmont Triad to Charlotte and Raleigh. BBB A+ rated, founded 1987, with 20+ year average client retention. Call (336) 886-3282 or start the conversation today.