Managed IT Services for the technology your business relies on today and what comes next
We run your Microsoft 365, devices, security, cloud, networks and backup as one managed service, with an AI-assisted service desk integrated directly into Microsoft Teams. Beyond day-to-day IT, we deploy Copilot and build AI agents and automation around the technology you already use.
Managed IT cost calculatorWhere is your IT today?
Run IT support and core systems through one managed service
For organisations that want a managed service provider to take broader responsibility for the environment, from users and Microsoft 365 through to infrastructure, networks, backup, vendors and cybersecurity. Leadership retains visibility over priorities, risk and planned work without having to build every capability internally.
Everything we run for you day to day
The service covers the technology your people use every day and the systems behind it.
IT support where your team already works
Your staff message IT Support in Microsoft Teams and the request becomes a ticket. AI-assisted triage routes it to the right engineer, and status, history and updates stay in the same app.
- P1 response target under 15 minutes
- AI-assisted triage and routing
- Updates and ticket history in the same app
- Escalation straight to engineers
What would Managed IT cost you?
Set your users and sites to see an indicative monthly cost.
Scale, security and AI in one service
Flexible service models for broader day-to-day responsibility or additional depth around an internal IT team.
Administration across Microsoft 365, identity, access, users, licensing and security controls, with Microsoft Copilot implementation and support within the managed environment.
Identity, endpoint protection, patching, Microsoft 365 security and backup visibility form part of the service, with DLP and Essential Eight-aligned controls applied according to requirements.
We design and deliver AI agents, workflow automation and integrations that work with business systems and information, from targeted process improvements through to broader connected business solutions.
Beyond day-to-day support
Day-to-day management keeps the technology environment supported, secure and under control. Around that environment, we can also design and deliver AI agents, workflow automation, integrations and connected business solutions where there is an opportunity to improve how the business works.
Agents can connect to approved business information and systems to retrieve information, process requests, trigger actions and perform defined work across existing processes.
We design workflows across Microsoft 365, Power Platform and other business systems to reduce repetitive handling, manual hand-offs and unnecessary movement of information between people and applications.
Some opportunities go well beyond a single workflow. Where the requirement is more substantial, we can bring applications, data, integrations and automation together into a broader business solution.
We use AI and automation ourselves too, including internal agents and AI-enhanced tools within our own service operation.
Signs it’s time for a different arrangement
Organisations usually start questioning their IT arrangement when the same pressure keeps appearing across support, systems, vendors, documentation, security expectations or internal IT capacity.
01Support has become too reactive
The business may be getting tickets answered, but the same problems keep returning. A managed service should improve the environment continuously through monitoring, patching, documentation, standards and review.
02Accountability is unclear when issues cross systems or vendors
A site issue may involve a carrier, firewall, Microsoft 365, device, local vendor or application provider. Without clear follow-through, the client becomes the coordinator between suppliers.
03Microsoft 365 and identity need stronger administration
Microsoft 365 often becomes the working layer for files, email, Teams, SharePoint, OneDrive, security settings and access. If administration, permissions, MFA, Conditional Access, external sharing and lifecycle management are weak, support and security both suffer.
04Internal IT needs more depth or coverage
Internal teams often hold valuable business context, but may need additional technical depth, monitoring, project support, cyber capability, cloud expertise, backup oversight or escalation coverage. The right co-managed arrangement supports the internal team rather than replacing it.
05Regional or site-based operations need better support
Branches, warehouses, clinics, industrial sites, project offices and distributed teams often have different needs from a single office. Connectivity, hardware, local vendors, field users, Microsoft 365 access, backup, controls and site escalation all need to be considered.
06Backup and recovery confidence is unclear
Backups may exist, but the business is not always clear on whether alerts are being reviewed, restores are being tested, retention is appropriate or recovery dependencies are understood. Backup visibility and recovery escalation should sit inside the service.
07Security requirements are outgrowing the support model
Security requirements often increase faster than the support model around them. Identity, endpoints, patching, Microsoft 365 security, privileged access and monitoring need ongoing ownership. Where deeper detection, alert triage and incident response are required, 24/7 SOC and MDR can extend the service.
08The current MSP no longer feels like the right fit
The provider may still be responsive, but the environment has outgrown the arrangement: added sites, more cloud dependence, higher security expectations or accumulated unresolved issues. The trigger is the pattern: issues repeat, documentation is weak, escalation is unclear and roadmap input is limited.
Beyond faster tickets: an environment that keeps getting better
From onboarding to ongoing improvement
Understand and agree scope
We map your users, sites, systems, suppliers and known issues, then agree responsibilities, escalation paths and SLAs from the start.
Transition without disruption
Access, monitoring, patching, backup and security controls come under management progressively, so users keep working throughout.
Support and manage
Service desk, Microsoft 365, monitoring, vendors and security run day to day, and issues that cross systems or suppliers stay with us.
Keep improving
Recurring issues, security gaps and ageing technology stay visible, and where AI or automation could improve a process, we take it into delivery.
Why clients stay with us
01Support extends beyond the service desk
Microsoft 365, cloud, infrastructure, networking, cybersecurity, backup and project delivery are all in-house, so complex issues go straight to the people who can fix them.
02Security and data protection are built into the service
Identity, endpoints, Microsoft 365 security, backup, monitoring and data protection sit within the managed service rather than being treated as occasional add-ons.
03AI in how we deliver and what we build
Our service desk is integrated directly into Microsoft Teams, with automation and AI-assisted triage behind it. We also design and deliver AI agents, workflow automation and integrations around the systems our clients use.
04Fully managed and co-managed options
We can manage the environment day to day or work alongside an internal IT team, adding capability where it is needed without duplicating what is already handled internally.
05Projects stay connected to support
Projects are planned with ongoing support in mind from day one, so nothing falls through the gap at handover.
See what we've delivered for our clients
Managed IT by industry IT support for healthcare practices and clinics IT support for architecture and engineering firms IT support for property and construction IT support for manufacturing and industrial businesses IT support for law, accounting and advisory firms IT support for not-for-profit organisations
Questions we get asked about managed services
What is included in Managed IT services?
Managed services can include an SLA-driven service desk and user support, monitoring and alerting, endpoints and patching, Microsoft 365 and Entra ID administration, backup visibility, vendor coordination, documentation and core security controls.
Every engagement is scoped around the environment and the level of responsibility we take on.
How is Managed IT different from basic IT support?
Basic IT support is usually reactive. Managed IT also covers everything behind those requests: monitoring, escalation, patching, backup, Microsoft 365 administration, vendors and security controls, so your systems stay stable and secure.
What size organisations do you work with?
We support organisations from around 10 users through to multi-site and co-managed environments approaching 1,000 users.
The right fit is usually determined by complexity rather than headcount. Multi-site businesses, regional operations and internal IT teams that need more depth usually get the most from managed services.
Why do businesses replace their MSP?
Businesses usually switch when support has become reactive, the same issues keep returning and no one has a clear view of Microsoft 365, backup or security.
A good MSP knows your systems, follows issues through and reduces risk over time.
How much do Managed IT services cost?
Most fully managed IT environments fall between $99 and $270 per user per month ex GST.
The final price depends on the number of users and sites, the technology being managed, security requirements and the level of responsibility we take on. Co-managed environments are scoped around the capability already provided by the internal IT team. Microsoft licensing, hardware, project work and additional specialist services are identified separately where applicable.
Use our Managed IT cost calculator to build an indicative estimate for your users, sites and selected services.
What is your response time for critical issues?
A P1 incident is a critical, business-impacting issue such as an outage, cyber incident, major connectivity failure, system-wide Microsoft 365 problem or failure affecting a business-critical application.
Under our SLA-driven support model the response target for a P1 incident is under 15 minutes, with escalation based on severity and the systems affected.
What should we ask before choosing a managed service provider?
Ask how the provider manages Microsoft 365, Entra ID, endpoints, patching, backups, admin access, vendors, documentation, monitoring and recurring issues. Also ask what is included, what is excluded, how escalation works, what happens after hours and whether the provider can support cyber insurance or Essential Eight-aligned requirements.
Is cybersecurity included in managed IT?
Yes. Our managed services include core security controls such as MFA, patching, endpoint protection, Microsoft 365 security administration, backup visibility, admin access review and monitoring. Data loss prevention can be added where required.
More specialised requirements, including an Essential Eight gap review and uplift, 24/7 SOC and MDR, incident response or disaster recovery testing, are applied according to the organisation's requirements.
Is Microsoft Copilot part of Managed IT?
Yes. We implement and support Microsoft Copilot within the Microsoft 365 environments we manage, including the identity, permissions, security and information controls around it. Microsoft licensing is separate.
Can you build AI agents and workflow automation?
Yes. We design and deliver AI agents, Power Platform automation, integrations and connected business solutions around the systems and information our clients use. The scope depends on the process, systems and level of integration involved.
Can you work alongside our internal IT team?
Yes. Co-managed IT is designed for organisations that already have internal capability but need additional depth, capacity, escalation coverage or specialist expertise. The service is scoped around what the internal team already handles rather than duplicating it.
Support that reaches every site
Help through Microsoft Teams, remote support from our engineers, and on-site attendance when the work needs hands on. For head offices, branches, regional sites and teams in the field, across New South Wales and nationally.
Talk to us about Managed IT
Managed IT across Microsoft 365, infrastructure, networks and security, with Copilot support, and AI and automation projects alongside the service.
Prefer email? contact@inlightit.com.au