Add UK-aligned service desk and engineering capacity without diluting service quality.
Build a dedicated IT team that works in your PSA, RMM and Microsoft stack, follows your escalation model and supports UK business hours or extended coverage — billed in GBP.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. Offshore IT support adds capacity without adding to that pressure.
The pressure behind every UK MSP support queue
registered UK businesses in Information and communication — the broad ONS comparator for this sector (6.9% of all UK registered businesses).
VAT/PAYE-registered UK businesses overall — the national base this sector sits within.
of UK private-sector businesses are SMEs — the segment most affected by service-desk and engineering capacity constraints.
These are broad market-size comparators, not measured outsourcing adoption rates. Service desk queues, scarce technical skills, project backlogs, after-hours cover and senior-engineer utilisation remain the pressures MSPs report directly.
What's putting pressure on your desk
- Ticket backlogs building faster than rosters can absorb
- Local hiring constraints across support and specialist roles
- After-hours and weekend coverage gaps
- Senior engineer time consumed by repeatable tickets
- Inconsistent documentation across techs
- Limited capacity to onboard new recurring-revenue clients
What changes with a dedicated team
- Faster response across every priority tier
- Specialist coverage for network, cloud and security work
- Protected senior-engineer time for complex work
- A service-delivery layer that scales with new UK clients
- Clear account ownership through a Technical Account Manager
- Escalations that follow your model, not a generic script
Four clusters. Every part of a UK MSP covered.
MSP Support spans support tiers (1st → 2nd → 3rd line), remote MSP engineers covering specialist technical work (network, cloud, security, NOC), delivery & operations (projects, service delivery) and customer & account ownership.
1st Line Service Desk Analyst
Handle IT help desk outsourcing for first-line tickets — desktop, Microsoft 365, access and connectivity issues — documented and escalated cleanly.
View role →2nd Line Service Desk Engineer
Resolve escalated endpoint, identity, Microsoft 365 and network issues that outgrow first-line scripts.
3rd Line Support Engineer
Investigate and resolve escalated infrastructure, cloud, identity and network issues beyond second-line scope.
IT Project Manager
Run technology projects and migrations end to end — scope, schedule, risk and stakeholder updates for UK-led delivery.
Infrastructure Engineer
Own server, storage and infrastructure administration, patching and change work within an agreed authority matrix.
Network Engineer
Manage switching, routing, firewalls and connectivity health across client network environments.
Microsoft 365 Engineer
Administer tenants, licensing, Exchange Online, Teams and SharePoint at a specialist level.
Azure Cloud Engineer
Manage Azure resources, identity and cloud infrastructure changes within an agreed authority matrix.
Cyber Security Analyst
Monitor alerts, triage threats and coordinate response actions against a defined security playbook.
NOC Engineer
Monitor infrastructure health around the clock and coordinate first-line incident response.
Endpoint Administrator
Keep Windows, Apple and mobile endpoints enrolled, updated, compliant and supportable across your customers' estates.
View role → 12 · Specialist technicalMDM Administrator
Create and govern the profiles, compliance controls and application policies behind a consistent, secure customer endpoint service.
View role → 13 · Specialist technicalTelephony Engineer
Add remote voice engineering capacity for hosted telephony provisioning, migration, fault isolation and day-to-day customer support.
View role →Service Delivery Manager
Own service governance — SLA performance, reporting cadence and continuous improvement across the account.
Sales Associate
Give dealers and customers one dependable support point for orders, billing queries, first-line help and fault follow-up.
View role →Technical Account Manager
Own the client relationship day to day — account health, roadmap conversations and escalation ownership.
What a UK hire costs vs a dedicated Virtual Team resource
Every Virtual Team dedicated resource completes structured onboarding and training on your specific tools, systems and processes before they start working with you — the same standard you'd expect from a new UK hire's induction. Day to day, the working relationship looks like managing any capable remote employee: video calls, shared systems access, documented procedures, and full visibility through activity reporting. The difference is where they're sitting, not how they work.
| Role | UK on-shore salary (experienced) | Virtual Team dedicated resource |
|---|---|---|
| 1st Line Service Desk Analyst | £36,000/yr | £12,000/yr (indicative) |
| 2nd Line Service Desk Engineer | £36,000/yr | £12,000/yr (indicative) |
| 3rd Line Support Engineer | £62,000/yr | £20,700/yr (indicative) |
| IT Project Manager | £75,000/yr | £25,000/yr (indicative) |
| Infrastructure Engineer | £62,000/yr | £20,700/yr (indicative) |
| Network Engineer | £62,000/yr | £20,700/yr (indicative) |
| Microsoft 365 Engineer | £62,000/yr | £20,700/yr (indicative) |
| Azure Cloud Engineer | £62,000/yr | £20,700/yr (indicative) |
| Cyber Security Analyst | £50,000/yr | £16,700/yr (indicative) |
| NOC Engineer | £36,000/yr | £12,000/yr (indicative) |
| Service Delivery Manager | £75,000/yr | £25,000/yr (indicative) |
| Technical Account Manager | £75,000/yr | £25,000/yr (indicative) |
UK on-shore figures are official National Careers Service guidance for a related career profile (experienced level). Virtual Team figures are indicative, calculated as roughly one-third of the UK on-shore comparator.
These figures are indicative only. Actual cost depends on the experience level, technical specialisation and communication skills of the candidate selected. We present a shortlist of candidates with varying experience levels for every role — you choose who joins your team, and pricing is confirmed against that specific choice.
Your best engineer already works from home. So why not Gurugram?
If a role can already be done from a spare room in Leeds, distance was never the real question — trust, oversight and standards were. Clear management structure, secure access, agreed hours and full activity reporting are what make that answer "yes."
"What is my outsourced employee actually doing?"
What you get
A day-by-day, auditable record of active hours, top applications used, and timestamped screenshots — the same evidence your on-shore staff would give you just by being in the office.
What stays with your UK team
No uncontrolled privileged access, security-policy changes, production-impacting actions or client commitments outside the authority matrix you define. Architecture, privileged change approval, cyber incident command and binding customer commitments remain with authorised UK leaders.
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about dedicated MSP & IT support staff in the UK
Tell us the outcomes. We'll design the team.
A short guided brief — ticket volumes, tools and target start date. No commitment, just a clear next step in GBP.