MSP

How Can an In-house IT Team Work Successfully with an MSP?

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Let’s face it—IT is no longer just about fixing printers and resetting passwords. But as technology becomes more complex, many companies are realizing that their internal IT teams can’t do it all alone. That’s where Managed Service Providers (MSPs) come in.

In fact, as of 2024, over 60% of mid-sized and large enterprises globally partner with MSPs to handle at least part of their IT operations. And it’s not just about outsourcing to save money—businesses that use MSPs report 25–45% faster issue resolution and improved uptime.

But here’s the catch: bringing in an MSP doesn’t mean your in-house IT team becomes obsolete. Far from it. The real magic happens when both sides work together.

In this article, we’ll break down how in-house IT teams can successfully collaborate with MSPs.

  1. Get Clear on Who Does What

One of the biggest mistakes companies make is assuming everyone knows their role. Spoiler alert: they usually don’t.

Start by clearly defining what your in-house team is responsible for and what the MSP will handle. For example:

  • In-house IT: Business apps, user support, strategic planning, vendor management.
  • MSP: Network monitoring, backups, cybersecurity, helpdesk overflow.

A simple RACI chart (Responsible, Accountable, Consulted, Informed) can help map this out and avoid the dreaded “I thought you were handling that” moment.

  1. Communicate Like You’re on the Same Team (Because You Are)

Communication is everything. Set up regular check-ins. Weekly or bi-weekly to go over tickets, performance, upcoming projects, and any roadblocks.

Use shared tools like:

  • Ticketing systems (e.g., ConnectWise, ServiceNow)
  • Chat platforms (e.g., Teams)
  • Documentation hubs (e.g., Datto Workplace, SharePoint)

And don’t forget to establish clear escalation paths. When something breaks, everyone should know exactly who to call and what the process is.

  1. Align on Goals, Not Just Tasks

Your MSP isn’t just a vendor, they’re a partner. That means they should understand your business goals, not just your tech stack.

Set shared KPIs like:

  • Uptime and availability
  • Ticket resolution times
  • Security incident response times
  • User satisfaction scores

Tie these metrics to business outcomes. For example, faster ticket resolution = less downtime = happier employees = better productivity.

  1. Build a Culture of Collaboration for In-House IT and MSP

This isn’t an “us vs. them” situation. The best results come when your internal team and the MSP work as one.

Here’s how to build that vibe:

  • Invite MSP reps to relevant internal meetings.
  • Share documentation and best practices.
  • Celebrate wins together. Whether it’s a successful migration or a security incident averted.

When both sides feel like they’re on the same team, everything runs smoother.

  1. Play to Each Other’s Strengths

Your internal team knows your business inside and out. The MSP brings deep technical expertise and scalability. Use that to your advantage.

Let the MSP handle:

  • Routine maintenance
  • 24/7 monitoring
  • Security patching
  • Disaster recovery

Free up your internal team to focus on:

  • Innovation
  • Digital transformation
  • Supporting end users
  • Strategic planning

It’s all about balance.

  1. Stay on Top of Security and Compliance

Cybersecurity is a shared responsibility. Make sure both your team and the MSP are aligned on:

  • Access controls and permissions
  • Data protection policies
  • Compliance requirements (e.g., HIPAA, GDPR, SOC 2)
  • Incident response plans

Regular audits and joint risk assessments can help keep everyone accountable and secure.

  1. Plan for the Future Together as In-House IT and MSP

Technology doesn’t stand still, and neither should your partnership. Make time to review the relationship at least once a year.

Ask questions like:

  • Are we meeting our goals?
  • What’s working well? What’s not?
  • Are there new tools or services we should consider?
  • How can we improve collaboration?

Bring the MSP into your strategic planning conversations. The more they understand your roadmap, the better they can support it.

 

When your in-house IT team and your Managed Service Provider operate in sync, you unlock a powerful combination: deep institutional knowledge paired with scalable expertise and 24/7 support. It’s not about replacing your team—it’s about empowering them to do more of what matters.

But success doesn’t happen by accident. It takes clear roles, open communication, shared goals, and a culture of collaboration. Get those right, and you’ll have an IT operation that’s not just efficient—but future-ready.

Ready to Take Your IT Strategy to the Next Level?

If you’re looking for a trusted partner to complement your in-house IT team, BEI (Business Engineering Inc.) is here to help. With decades of experience, a proactive approach to cybersecurity, and a deep understanding of business technology, BEI doesn’t just manage IT—we help you strategize, scale, and succeed.

✅ Tailored support that fits your internal team
✅ Proven track record with mid-sized and growing businesses
✅ Strategic guidance, not just technical fixes

✅ D.C. Metro Area IT Support Team

👉 Let’s talk about how BEI can become your IT team’s most valuable partner. Schedule a free consultation today.