Overview
A national provider of managed IT services and print solutions supporting thousands of organizations across the United States required expanded service desk capacity as its client base grew. Ticket demand increased across phone, email, and system generated channels, creating the need for an operations partner capable of scaling technical support while maintaining service consistency and coverage.
Sourcefit built and now operates a dedicated IT operations team that supports helpdesk, desktop support, network coordination, and administrative functions within the provider’s workflows.
The challenge
- Rising service desk demand across multiple communication channels
- Growing need for continuous coverage across regions and time zones
- Long domestic hiring cycles for technical support roles
- Escalation governance requiring reliable routing and workflow structure
- Pressure to stabilize service delivery without increasing internal overhead
Our approach
Sourcefit built and operates 46-plus-member IT operations team that supports service desk performance, daily ticket handling, device coordination, and back office workflows across customer accounts. The team works within structured processes that maintain consistent triage, routing, and communication standards.
During setup, Sourcefit:
- Recruited helpdesk, desktop support, network support, and billing specialists aligned to the provider’s requirements
- Designed onboarding and skills development for ticket handling, device troubleshooting, and customer communication
- Integrated multichannel workflows across phone, email, and ticket queues to maintain visibility and coverage
- Standardized triage rules and escalation paths across more than 6 ticket categories
- Introduced reporting and QA reviews to monitor responsiveness, backlog patterns, and workflow quality
- Coordinated scheduling and workforce planning to keep coverage stable across business hours and peak periods
Today, Sourcefit continues to manage the service desk team with structured oversight, documented workflows, and ongoing training. Performance reviews, quality checks, and coordinated workforce planning support uninterrupted service and long term operational continuity as the provider directs daily priorities.
Results
- 46 full time specialists supporting helpdesk, desktop, network, and administrative operations
- Improved ticket responsiveness through structured coverage and trained specialists
- Stronger SLA alignment supported by standardized routing and workflow governance
- 2 to 4 week hiring cycles maintained across all technical support roles
- Lower operational costs with stable long term workforce continuity
Key takeaways
Scalable teams sustain coverage: Dedicated technical specialists support large ticket volumes across regions.
Structured workflows improve consistency: Standardized routing and escalation paths strengthen SLA performance.
Workforce continuity drives reliability: Stable teams enable faster response and deeper familiarity with customer environments.
Industry learnings
Managed service providers increasingly rely on partners who can deliver structured service desk operations that adapt to ticket fluctuations. Offshore support teams strengthen responsiveness, ensure consistent delivery across multiple channels, and support long term client satisfaction. This engagement demonstrates how targeted service desk operations improve performance without increasing internal overhead.
Learn more
Sourcefit builds technical support and service desk teams for managed service providers and IT organizations.
Explore SourceCX for integrated support operations and WorkingAI for workflow automation and routing.
Contact our technology solutions team to learn more.
