Co-Managed IT Services

Is your internal IT team missing specialist skills?

Our co-managed IT services are designed for organisations that already have internal IT staff but need reliable, expert backup without replacing their team. 

With this, you gain immediate access to senior engineers, security specialists, structured service levels, and supplier management while your in-house team keeps ownership and visibility.

Our co-managed IT services work as a true extension of your team, filling skill gaps, improving response times and reducing risk, without the cost or complexity of hiring internally.

Strengthen your in-house IT team without losing control

Co-managed IT is a collaborative IT support model where your internal IT team and iceConnect work together under a clearly defined, layered service structure.

You decide what stays in-house and what we manage. We support your team with:

• Specialist escalation support
• Proactive monitoring and remediation
• Cybersecurity expertise
• Project delivery and planning
• Third-party and vendor management
• Clear service levels and accountability

Unlike ad-hoc support providers, our co-managed IT support follows the same structured Service Level Objective (SLO) framework as our fully managed IT Support, ensuring predictable performance and fast action when it matters most.

Built on clear, priority-based SLOs

Our co-managed IT services are underpinned by priority-based SLOs (P1–P5), so your team always knows what to expect and when.

Example SLOs include:

• P1 (Critical business outage)
  First response: 10 minutes (24/7)
• P2 (Major issue impacting users)
  First response: 30 minutes
• P3 (Standard operational issue)
  First response: 1 hour

Each priority also includes documented target resolution windows, ensuring issues are not just acknowledged quickly but resolved properly.

This structure removes ambiguity, reduces frustration and ensures your business stays operational and secure.

When co-managed IT services make sense

Our co-managed IT services are ideal if:

• You have at least 1–3 internal IT staff supporting 25–200 users
• Your team is overwhelmed with tickets and firefighting
• You lack specialist cybersecurity or cloud expertise
• Projects keep getting delayed due to a lack of capacity
• Supplier management consumes too much internal time
• You want faster responses without hiring more staff

We regularly support financial firms, manufacturers, charities, NGOs and distribution businesses where compliance, uptime, and security are critical.

How iceConnect supports your IT team

With iceConnect as your co-managed IT partner, you get:

A true extension of your team: Your staff work directly with our senior engineers: no scripts, no call-centre barriers, just real expertise in plain English.

Layered service model: We slot into your existing setup, handling defined functions such as monitoring, escalation, patching, cyber security or supplier management.

Third-party supplier management: We deal with vendors, ISPs, software providers and security suppliers saving your team hours of admin and blame-shifting.

Security-first expertise: Cyber security is built into every co-managed engagement, including Cyber Essentials readiness, vulnerability management and security reviews.

Predictable performance: Clear priorities, documented SLOs and transparent reporting ensure there are no surprises.

Why London businesses choose iceConnect for co-managed IT support

Founded in 2003, iceConnect was built to remove stress from business owners and IT teams alike. We operate as partners, not vendors; taking ownership, communicating clearly and acting before issues escalate.

• 8-second average call wait time
• 89% of tickets resolved in under 15 minutes
• 81% solved on first response
• Trusted by over 600 companies
• Over 22 years as a security-first MSP
• More than 4,000 endpoints under management
• 98.7% client retention

Risk-free, security-focused partnership

Every co-managed IT client benefits from:

• 15-minute response guarantee
• Zero downtime onboarding guarantee
• Cyber security health audit included (normally £2,000)
• Quarterly security reviews as standard
• Clear pricing with no hidden add-ons
• 60-day satisfaction guarantee

If your systems are compromised while fully under our recommended security stack, we fix and restore everything at our cost.

Let’s strengthen your IT team

If your internal IT team needs expert backup, faster responses and stronger security without losing control, co-managed IT services from iceConnect deliver the balance you’ve been looking for.

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