01
Role split
Your team stays in control
You define which work stays internal, which tasks BPro Technologies owns, and which incidents require escalation back to your team.
Co-Managed IT Services
Co-Managed IT: Extend Your Team, Not Replace It
Partner with our remote specialists to share the workload. We handle what you delegate: NOC/SOC monitoring, overflow support, and after-hours coverage, while your team stays in control.
Service coverage modelIllustrative workflow, not live data
/ Shared ownership
Shared Ownership and Escalation Model
Co-managed IT works when internal teams and outside specialists share a clear operating record. This model shows role split, escalation paths, ticket ownership, specialist lanes, governance, and improvement loops.
Ownership lanes
Internal team plus BPro support
Internal IT
Owns local context, business priorities, approvals, and user relationships.
BPro specialists
Covers NOC, SOC, cloud, infrastructure, after-hours, and overflow work.
Shared queue
Tickets move by role, severity, SLA, evidence, and escalation rules.
Governance
Reports, review cadence, open risks, and improvement actions stay visible.
Escalation path
L1
Internal team handles known user and local context issues.
L2
BPro handles overflow, monitoring alerts, patching, and specialist triage.
L3
Security, cloud, infrastructure, and project specialists take ownership.
Governance panel
Tickets
Visible to both teams
Risks
Visible to both teams
Projects
Visible to both teams
Reviews
Visible to both teams
/ Collaboration model
See how co-managed IT works beside your internal team.
The existing operations image becomes the anchor for a shared-delivery story: role split, tool integration, coverage, and evidence.
Co-Managed IT Services
Scroll the delivery stages beside this visual to see how the service moves from baseline review to managed ownership.
02
Shared tools
We work inside your operating system
Ticketing, RMM, documentation, communication, and monitoring workflows stay familiar instead of forcing a rip-and-replace process.
03
Coverage
Overflow, after-hours, and specialist support
Use BPro Technologies for the work your team cannot cover consistently: ticket surges, NOC/SOC monitoring, patching, security, and project delivery.
04
Evidence
Shared reporting and clean handover
Reports, ticket summaries, incidents, actions, and documentation make it clear what was handled, what remains open, and who owns the next step.
/ Shared ownership model
The partnership is defined by ownership, not extra hours.
Co-managed IT works when your internal team, BPro specialists, escalation paths, and reporting rules are clear before support begins.
Extend Your Team
Add specialized skills without hiring full-time staff or replacing existing IT personnel.
Shared Responsibility
We work alongside your team, handling what you delegate while you retain full control.
Knowledge Transfer
Your team gains expertise through collaboration with our specialists on shared tasks.
Strategic Focus
Free your internal IT to focus on strategic initiatives while we handle routine operations.
Your Team Stays in Control
We work under your direction. You define escalation paths, approve changes, and maintain full visibility into our activities.
Works with your existing tools
We connect directly with your PSA, RMM, ticketing system, and communication platforms. No rip-and-replace, no disruption to the way your team already works.
Clear Boundaries
You decide what we handle and what stays with your team. The split can change as your needs evolve.
Transparent Reporting
Regular reports on tickets handled, incidents detected, and actions taken. You always know what we're doing and what the numbers look like.
/ Coverage and tools
What can be shared, delegated, or requested on demand.
| Work area | Ownership model | How it is handled |
|---|---|---|
| NOC Monitoring (Shared) | Shared | We monitor your network infrastructure around the clock, escalating issues to your team or resolving them based on agreed runbooks. |
| SOC Monitoring (Shared) | Shared | Security Operations Center monitoring with threat detection and alerts routed to your team or handled per your escalation preferences. |
| Patch Management | Delegated | We manage OS and application patching on your behalf, following your change management policies and maintenance windows. |
| Endpoint Protection | Delegated | Deployment and management of endpoint security tools across your environment, with visibility shared between teams. |
| Help Desk Overflow Support | On-Demand | When ticket volume spikes, we step in and pick up the overflow. We work directly inside your existing ticketing system, not alongside it. |
| After-Hours Monitoring & Escalation | Extended | Coverage during nights, weekends, and holidays with defined escalation paths to your team for critical issues. |
Monitoring & RMM
NinjaRMM, ConnectWise Automate, N-able, Datto RMM, Atera: deployed alongside your existing tools for unified remote monitoring and endpoint management
Ticketing & ITSM
ConnectWise Manage, HaloPSA, Freshservice, Jira Service Management: we work inside your existing ticketing system, not alongside it
Cloud Platforms
Microsoft Azure, AWS, Google Cloud, Microsoft 365, Google Workspace: with Entra ID, IAM, and Workspace Admin for identity and access management
Security & Compliance
Microsoft Defender, enterprise EDR platforms, Qualys, Tenable: EDR, SIEM integration, and vulnerability management across your environment
Collaboration Tools
Microsoft Teams, Slack, IT Glue, Hudu, Confluence: documentation, knowledge base, and team communication integrated into your existing workflows
/ Escalation path
From assessment to shared operations.
The model starts by defining the role split, then connects into your tools, support windows, reporting cadence, and improvement backlog.
01
IT Environment Assessment
We evaluate your current infrastructure, security posture, tooling, and workloads to identify where co-managed support adds the most value.
02
Co-Managed Strategy & Role Definition
Together, we define clear responsibilities, escalation paths, SLAs, and communication protocols. Your team stays in control and knows exactly what we own.
03
Tool & Process Integration
We connect with your existing ticketing systems, monitoring tools, and security platforms. No new workflows forced on your team, just better coverage.
04
Continuous Support & Optimization
Proactive monitoring, regular performance reviews, and ongoing improvements keep your IT operations running at peak efficiency.
/ Best-fit scenarios
Where co-managed IT creates practical leverage.
Ticket Overflow
Handle ticket surges during busy periods, project deadlines, or vacation coverage without overburdening your internal team.
24/7 Coverage
Extend monitoring and support hours to cover nights, weekends, and holidays without hiring additional shifts.
Specialized Expertise
Access skills for security, cloud, or infrastructure projects your team doesn't specialize in.
Vacation & Leave Coverage
Maintain service levels when key team members are out. No gaps, no backlog piling up while someone's on holiday.
Reduced IT Workload
Free your internal team from routine tasks so they can focus on strategic initiatives.
24/7 Monitoring & Escalation
Round-the-clock coverage with clear escalation paths. No gaps in coverage, no missed alerts at 3am.
Improved Security & Compliance
Enhanced threat detection, patching, and compliance support to protect your business.
Faster Incident Resolution
Quicker response times with skilled specialists ready to resolve issues efficiently.
IT Operations That Flex
Flexible support that grows with your business. Add coverage during a busy period or ease off when your team has more capacity.
Frequently Asked Questions
Ready to Extend Your IT Team?
Tell us what you need covered and we'll design a co-managed model that fits your team, tools, and budget.