Managed help desk services provide tier 1 and tier 2 IT support for your employees — handling password resets, software issues, device problems, and connectivity troubleshooting — freeing your internal IT team from reactive support volume and focusing them on strategic work.
Internal IT teams that spend most of their time on password resets and printer problems don't have capacity for infrastructure, security, and innovation. Managed help desk handles the volume so your team can focus on the work that matters.
A structured advisory process — from discovery and market evaluation to negotiation and post-deployment optimization — tailored to your specific environment and objectives.
We analyze your current ticket volume, category distribution, resolution time, and first-call resolution rate — identifying the categories most suitable for outsourcing and the baseline metrics that a managed provider must meet or beat.
We evaluate managed help desk providers — Unison, CompuCom, Presidio, and others — against your employee base, support channels, SLA requirements, and ITSM integration needs.
Help desk quality depends on the quality of documentation the provider has about your environment. We design the knowledge base, onboarding curriculum, and ongoing update process that gives the provider the context to resolve issues correctly.
Managed help desk must integrate with your ITSM for ticket creation, routing, and escalation. We design the integration and reporting framework that maintains visibility into support quality.
These are the dimensions that consistently separate successful deployments from costly ones — and the questions RLM will help you answer before any commitment.
The most important help desk metric — what percentage of contacts are fully resolved without escalation. Evaluate FCR against your current baseline and the category mix the provider will handle.
Employees expect support via phone, chat, email, and self-service portal. Evaluate channel coverage and the quality of each channel — some providers excel on phone but provide poor chat experiences.
Match coverage hours to your employee schedule — global operations require 24/7 coverage; single-timezone companies may need only extended business hours.
Tier 2 support requires meaningful technical expertise. Evaluate the qualification level and training standards for the analysts who will handle escalated issues.
Help desk effectiveness depends partly on communication quality. Evaluate language proficiency, accent compatibility, and cultural alignment with your employee population.
Evaluate the contractual consequences of SLA failures — service credits, termination rights, and the measurement methodology that determines whether SLAs have been met.
"RLM helped us rationalize our multi-cloud spend and identify over $1.2M in annual savings. Their approach was methodical and unbiased — exactly what we needed."
"Our migration was stalled for months. RLM came in, assessed the gaps, and helped us select a managed services partner that got us across the finish line in 60 days."
Start with a no-cost conversation with an RLM cloud advisor — vendor neutral, no agenda, just clarity on the right path forward.
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