Ticket triage & routing
Every inbound ticket categorized, prioritized and assigned against your SLA matrix in your PSA.
IT help desk outsourcing
IT help desk outsourcing for MSPs
An outsourced Tier 1–2 help desk that works inside your PSA, follows your runbooks and answers your clients under your brand. Tickets get triaged, worked and documented the way your own team would do it, without you hiring, training or scheduling another technician.
- From $2,800/mo
- Coverage: Business hours, extended or 24/7
- ISO 27001 & SOC 2 certified
What's included
From $2,800/mo · per dedicated engineer seat
Tier 1–2 resolution
Password resets, M365 and endpoint issues, printers, VPN, line-of-business apps and remote troubleshooting.
Phone, email & portal
White-label phone, email and client-portal support, answered as your company.
Escalation by runbook
Clean hand-offs to your Tier 3 or on-call engineer with full notes, so nothing is worked twice.
Documentation hygiene
Fixes and new procedures written back into IT Glue or your KB as they are learned.
SLA reporting
Response and resolution times, FCR and backlog reported per client for your QBRs.
How the work is split
What LTVplus handles
- Answering tickets, calls, email and portal requests as your company
- Tier 1–2 troubleshooting across endpoints, Microsoft 365, printers and line-of-business apps
- Ticket notes, time entries and documentation updates in your PSA
- Clean escalation to your Tier 3 or on-call engineer, with diagnostics done
What you keep
- The client relationship, contracts and billing
- Your PSA, RMM, documentation and security stack
- Escalation decisions and anything outside the agreed scope
How pricing works
Outsourced IT help desk services are priced per dedicated engineer seat per month, based on the coverage window you need (business hours, extended or 24/7). One seat costs a fraction of a fully loaded in-house technician (see the cost comparison on our pricing page), with QA, training and backup coverage included.
From $2,800/mo · per dedicated engineer seat · See all pricing
Works inside your stack
No new tools to buy. We work in your PSA, RMM, documentation and security platforms, under your brand.
-
ConnectWise -
Datto/Autotask -
HaloPSA -
Syncro -
NinjaOne -
IT Glue
Typical certifications
Engineers are matched to the certifications and vendor experience your clients' environments need.
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
- Microsoft 365 Fundamentals
The process
Live in 30 days.
From first call to tickets resolved under your brand.
- 1
Scoping Call
We learn your stack, your SLAs, your clients’ expectations and where coverage breaks today. 30 minutes.
- 2
Solution Design
Coverage hours, escalation matrix and runbooks agreed up front. Engineers are matched to your stack – ConnectWise, Datto, Kaseya, NinjaOne.
- 3
Knowledge Transfer
We handle the heavy lifting – access, documentation and SOPs set up in your PSA, RMM and docs platform. You simply review and approve.
- 4
Go Live
Tickets and alerts are worked under your brand. We handle QA, shift coverage and daily oversight, with weekly reporting. You focus on growth.
The comparison
Why MSPs choose us over the alternatives.
VS. HIRING IN-HOUSE
Skip the recruiting and training headache
No recruiting costs. No 90-day ramp. No two-week notices. Your team is managed, backed up, and replaceable without disruption.
VS. SHARED HELPDESK
Your engineers, not a ticket queue
Dedicated engineers who learn your clients' environments and quirks. Not a shared queue with scripted responses.
VS. STAFFING AGENCIES
Managed results, not just resumes
We don't send you a resume and wish you luck. We manage QA, scheduling, training, and performance. You get results, not headcount.
Frequently asked questions
Will our clients know the help desk is outsourced?
No. Engineers answer as your company, use your email domain and phone greeting, and work tickets in your PSA, so clients see one team.
Which PSA and RMM tools do you work in?
ConnectWise, Datto/Autotask, HaloPSA, Syncro, NinjaOne, N-able and Atera are the most common. We work inside your existing instance; there is nothing new for you to buy.
How are escalations handled?
We agree an escalation matrix during onboarding. Anything outside Tier 1–2 scope goes to your engineers, or to our Tier 3 service, with full ticket notes.
Can you cover after-hours only?
Yes. Coverage can be business hours, extended hours or 24/7, and many MSPs start with after-hours and weekends.
What is IT help desk outsourcing?
An outside team handles your Tier 1–2 support tickets, calls and requests on your behalf. With LTVplus it is white-labeled: engineers work in your PSA, follow your runbooks and answer your clients as your company.
How much does it cost to outsource a help desk?
Pricing is per dedicated engineer seat per month and depends on coverage hours and ticket volume. See our pricing page for current starting rates, or book a scoping call for a fixed monthly quote.
How do we get started?
Book a 30-minute scoping call. We agree coverage, escalation paths and runbooks, set up access in your tools and are typically live within about 30 days.
Related guides
Let's scope your coverage.
Tell us about your stack, your SLAs and where tickets pile up. We'll show you exactly how we'd cover it.
