In-house vs outsourced IT Support

Is It Time to Rethink Your IT Support Model? 

If your business is growing – or your current IT setup is stretched – you’re likely weighing up whether to outsource your IT support or keep it in-house. Maybe you’re receiving mixed opinions internally, or you’re unsure what the long-term costs and benefits actually look like. 

Whichever stage you’re at, this guide will help you break down the pros and cons of outsourced vs in-house IT support, and introduce a powerful hybrid option designed to offer flexibility without compromise. 

Advantages of Outsourced IT Support 

Cost Savings 

While cost isn’t the only reason businesses outsource IT, it’s still a major factor. In-house roles like IT managers and support technicians can cost between £35,000–£100,000+ per year – and that doesn’t include the cost of recruitment, training, and benefits. 

Outsourcing also reduces hidden costs such as: 

• Licensing and maintenance for tools and systems 

• Physical space or hardware investments 

• Staff turnover and onboarding cycles 

By working with a trusted UK-based Managed Services Provider (MSP), businesses can access specialist skills while keeping costs predictable and scalable. 

Access to Skills and Technology 

Outsourced IT teams bring a wide range of technical expertise — from cyber security and network monitoring to cloud migration and compliance support — all without having to hire in-house specialists. 

Business Continuity 

MSPs provide built-in coverage for sickness, holidays, and sudden workload spikes. You don’t need to worry about gaps in support or service disruption during staff absences.

 

Disadvantages of Outsourced IT Support 

• You’re trusting a third party with access to sensitive infrastructure 

• Response times and support quality may vary between providers 

• You’ll need to vet potential partners carefully 

What to Look for in an MSP: 

• Compliance with ISO 27001, GDPR, or Cyber Essentials 

• Positive client references and proven industry experience 

• Clear SLAs, response times, and escalation processes 

• Financial stability and transparent pricing 

If you’re thinking of switching it support companies, you must read this guide first:Download our IT Services Buyer’s Guide.

Advantages of In-House IT Support 

Faster Onsite Response 

With your team on the ground, some issues can be resolved instantly — especially for end users who prefer face-to-face communication or need urgent local fixes. 

Deep Business Knowledge 

An internal IT team builds familiarity with your business systems, culture, and workflows — which can streamline support and improve decision-making for internal projects. 

Disadvantages of In-House IT Support 

• High costs for salaries, training, and infrastructure 

• Limited coverage during sickness or holidays 

• Slower innovation, as internal teams may struggle to stay updated 

• Management overhead that can pull leadership away from strategic goals 

For smaller companies, the cost-benefit often tips toward external IT support unless there’s a clear reason to build a full in-house team. 

Get the Best of Both Worlds with TechFlex 

What if you didn’t have to choose one or the other? 

TechFlex by Total Group is a hybrid IT support solution that bridges the gap between outsourced and in-house models. It gives your team full visibility and control – while adding the on-demand capacity, skillsets, and coverage of a managed service provider.

With TechFlex, you get: 

• Instant cover for sickness, holidays, and absences 

• A centralised ticketing system for user support 

• Overflow capacity to reduce pressure on internal teams 

• Support for long-term projects and digital transformation 

Choosing an MSP? Download Your Buyer’s Guide Today 

Choosing the right IT support model is a strategic decision – and we’ve built a practical guide to help you make it confidently. 

Download our IT Services Buyer’s Guide to compare models, vet providers, and futureproof your IT strategy.