In many companies today, technology is the backbone of operations – from computers and printers to VoIP systems, backups, and data security. However, often, all of this backbone rests on the shoulders of a single person – the IT administrator. They are responsible for simultaneously resolving minor user issues and managing strategic projects that determine the development of the entire organization.
What happens when tasks increase faster than labor? Administrators start putting out fires, and key implementations stall. It's at moments like these that the value of external IT support – flexible, available on demand and tailored to the real needs of the company.
This article will show you why the external support model is not a competitor to your administrator, but their best ally.
The scale of the challenges – data and facts worth knowing
At first glance, it might seem like an IT administrator's job is mostly about "computer repairs" and "system updates." In reality, the scale of the challenges is much greater—and the numbers illustrate this point perfectly.
1. How many people are there per IT employee?
According to industry research, in 2024, on average per one IT specialist 108 employeesThis means that one person has to handle hundreds of tickets, as well as maintain the entire infrastructure—from servers to cloud systems. It's no wonder the backlog (list of unresolved tasks) grows so rapidly that it's difficult to keep up.
2. Burnout in the IT industry
Until 73% IT specialists in Europe declares that they experience symptoms of burnout related to excessive workload and time pressure. This is a real risk for companies – if the sole administrator leaves, the costs and time of recruitment can be paralyzing for the business.
3. Costs of downtime and breakdowns
Industry reports indicate that One minute of IT system downtime costs companies from several to several dozen thousand zlotys, depending on the industry. When an organization lacks support and the administrator is left to deal with a critical incident alone, the mean time to recovery (MTTR) can be significantly longer.
4. New regulatory obligations
Entry into force of the directive NIS2 (concerning cybersecurity) also means additional requirements for mid-sized companies. Incident reporting, documenting procedures, and security testing all increase the scope of tasks placed on IT administrators.
To remember:
• One IT administrator in a medium-sized company supports on average over 100 people.
• Failure costs are counted in tens of thousands of zlotys per hour.
• Regulatory changes increase obligations and pressure on systems to comply.
That is why more and more companies are choosing external support, stabilizes everyday life IT support and allows the administrator to focus on the most important tasks.
The effects of IT administrator overload on the company
When one IT administrator has to manage ongoing requests, failures and strategic projects simultaneously, problems quickly arise. overloadOn the surface, this just seems like "more work," but in practice, it can lead to serious problems for the entire organization.
Performance drops and delays increase
When the number of requests exceeds the capacity of a single person, queues and long response times develop. Office users wait for simple problems to be resolved, and development projects—such as VoIP implementation or migration to Microsoft 365—fall by the wayside. As a result, business stagnates and employee frustration grows.
Data security risks
An overworked administrator doesn't always have time for regular system updates or backup recovery tests. This creates security holes that can be exploited by cybercriminals. Ransomware attacks (data locking with a ransom demand) often target companies that have neglected routine IT activities.
Non-compliance with regulations
New regulations such as the directive NIS2, require documenting procedures, reporting incidents, and implementing additional security measures. An overloaded administrator, busy with ongoing tasks, often does not have the space to meet these requirements. This, in turn, can mean risk of financial penalties and loss of company reputation.
High risk of staff turnover
Constantly working under pressure and lacking support is a sure path to burnout. An IT administrator who sees no way to alleviate the burden may simply quit. Recruiting a new employee is not only financially expensive but also time-consuming, leaving the company without crucial support.
Threat to business continuity
Illness, vacation, or even a single administrator's absence for several days can paralyze an organization's operations. Without a contingency plan or external support, any critical incident during this time becomes a significant business risk.
To remember:
• Administrator overload isn't just a problem for one person – it's a real threat to business continuity.
• The effects are felt across the business: slower service, lower security, risk of fines and staff turnover.
Where external IT support gives the fastest results
Not every company needs full IT support right away. Sometimes, simply taking over some tasks is enough to relieve the administrator and improve the quality of work for the entire team. These are the areas where results are most visible.
Helpdesk and ongoing user reports
The most time-consuming factor for administrators is the daily problems of employees:
• password reset,
• connecting a printer,
• problem logging into the system.
An external helpdesk can take over these tasks, ensuring faster response times and standardized service. This frees up administrators' time for strategic projects, and employees don't have to wait hours to resolve simple issues.
Implementations and development projects
Migration to Microsoft 365, launching a VoIP system, implementing new servers, or configuring a firewall—these are projects that require focus and planning. External support can provide know-how, additional hands, and proven implementation methodology. The result? Projects are completed faster and without downtime.
Backups and recovery tests
Backups are one thing, but regular recovery testing is another. In practice, many companies never verify that their backups will actually work in the event of a failure. An external partner can take over periodic backup testing, report results, and recommend improvements. This guarantees that data is truly safe.
Monitoring and maintenance of systems
Regular updates, server monitoring, performance monitoring, and infrastructure health reporting—these tasks require systematic attention. External IT support can fully automate these tasks and provide administrators with pre-built reports. This makes it easier to predict failures and avoid unnecessary downtime.
Real life example:
A company employing 80 people outsourced helpdesk and monitoring to an IT partner. The result? The administrator regained over 40% of his time, which he then spent implementing new remote work tools.
Our support operates in a similar model – we can take over helpdesk, monitoring, and backup testing, while the administrator remains the project leader and owner of the IT strategy.
Cooperation models and flexible settlements
Not every company needs the same level of support. Therefore, flexible collaboration models allow us to tailor costs and services to actual needs.
Most frequently chosen variants:
• Package of hours – to be used when necessary, e.g. in case of emergencies or smaller projects.
• Helpdesk subscription – continuous handling of user requests, with a guaranteed response time (SLA).
• Design support – billing for specific implementations, e.g. migration to Microsoft 365 or VoIP configuration.
• On-call shifts – readiness during critical hours, also outside standard working hours.
• Administrative backup – taking over duties during the administrator’s leave or illness, without the need for a permanent contract.
• Consulting retainer – reserving specialist time for consulting and planning infrastructure development.
In short: You have complete freedom – you can choose a subscription, a package of hours or combine different models depending on what your company needs.
Thanks to this, the IT administrator is not left alone, and the company pays only for the support actually used.
How to measure the effectiveness of IT support – the most important indicators
Collaboration with an external IT partner should be based on clear principles. General promises of a "fast response" are not enough – what counts are specific metrics (KPIs) and guarantees (SLAs) that provide real value to the company and the IT administrator.
Most important things to monitor:
• First Response Time (FRT) – how many minutes pass from reporting a problem to the partner’s response.
• Mean Time to Resolution (MTTR) – how long it actually takes to fix a failure or report.
• First Contact Resolution (FCR) – percentage of reports closed immediately, without escalation.
• SLA for critical incidents – immediate response in the event of a failure and a specified maximum system restoration time.
• Backlog of applications – how many cases are waiting in the queue and how quickly it is reduced.
• Updates and security – percentage of stations and servers installed with the latest patches.
• Service availability (uptime) – percentage of uptime of key systems per month.
• Backup tests – frequency of data recovery attempts and reporting of results (e.g. once a quarter).
Why is it important?
These indicators not only allow you to measure the effectiveness of collaboration, but above all, they give the administrator the confidence that daily operations are under control and he or she can focus on strategic projects.
Thanks to such KPIs and SLAs, the company gains predictability and the IT administrator gains real relief in their daily work.
Cost comparison – full-time vs. external IT support
Maintaining a full-time IT administrator requires more than just salary. The following costs must also be factored in:
• contributions and benefits,
• training and certification,
• equipment and licenses,
• costs of replacements during vacation or illness.
On average(!) this gives the full cost to the employer is around PLN 15,000–20,000 per month.
For comparison:
• helpdesk subscription + monitoring it is often 5–8 thousand PLN, – (example price range)
• package of hours or project can be settled in one go (no fixed costs),
• Holiday or emergency support does not require a subscription – you only pay when you use it.
Application: Instead of creating a second job, many companies choose external support, which costs less and provides access to a whole team of specialists – from helpdesk to VoIP, backup and security experts.
Thanks to this, the IT administrator stays in the company as a project leader, and IT costs are more predictable and lower than maintaining an additional full-time job.
Case study – from overload to predictability
Initial situation
A mid-sized company (approximately 90 employees) employed a single IT administrator. His day-to-day responsibilities included everything from resetting passwords and connecting printers to maintaining servers and planning migrations to Microsoft 365. User requests began to pile up, and key projects were postponed for months.
Challenge
There was not enough time for:
• implementation of the VoIP system,
• backup recovery tests,
• regular system updates.
The administrator was increasingly working overtime, and management began to fear downtime and the risk of data loss.
Solution
The company decided to cooperate with an external IT partner in the following model:
• helpdesk L1/L2 – taking over current user reports,
• monitoring and patch management – update automation and monthly reports,
• design support – joint VoIP implementation and backup testing.
Results after 3 months
• the first response time to reports has been reduced to 15 minutes,
• the backlog of unresolved issues decreased by 60%,
• VoIP was implemented and the first backup tests were carried out with a report to the management board.
Results after 6 months
• the administrator focused on the migration project to Microsoft 365,
• the company gained full predictability in IT services,
• The risk of downtime has been reduced thanks to clear procedures and constant monitoring.
Lesson from this case study: External IT support didn't replace the administrator—quite the opposite. It relieved them of the burden of day-to-day management, allowing them to focus on projects that truly grow the company.
Frequently asked questions
Do I need a subscription to use IT support?
How quickly do you respond to reports?
Will external support replace my administrator?
Do you work with tools we already have?
What about data security?
Do you perform backup testing?
An IT administrator is the foundation of a company's smooth operation, but they shouldn't be left to their own devices to handle every failure, request, or project. External IT support can relieve them of their daily tasks, shorten response times, and increase security, all while reducing costs compared to hiring an additional full-time employee.
If you want your administrator to fully focus on development projects and your company to gain stable and predictable support, contact us. We'll help you choose a flexible collaboration model tailored to your needs.
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