Co-managed IT
Co-managed IT that works alongside your IT team
Co-managed IT services for businesses with an IT manager or a small IT team. You keep control of the strategy and the decisions. We take the help desk, the monitoring, the overflow and the cover when your people are on leave, with the split agreed in writing before we start.
Your price in two minutes. No email needed.
- 30+People behind your IT team
- 25secAverage wait to reach an engineer
- ISO27001 and 9001 certified, audited every year
- Top 50MSP in Australia, 2024 to 2026
01Who it suits
When your IT team needs a second team
Co-managed IT suits businesses of around 50 to 500 staff with their own IT people. These are the situations that usually lead IT managers to us.
One IT manager, too many hats
Your IT manager, on a median Perth salary of $168,950 (Robert Half, 2026), spends the day on password resets instead of the work you hired them for.
FixOur help desk takes the everyday requests, so your IT manager gets back to planning, projects and suppliers.
A backlog that never shrinks
The migration, the new site and the security uplift keep slipping, because the urgent always beats the important.
FixExtra engineers for projects when you need them, without adding permanent headcount.
Nobody covers leave
When your IT person is sick, on leave or resigns, problems wait and knowledge walks out the door.
FixA team that already knows your setup, with documentation that does not live in one person's head.
Security needs a specialist
Clients, insurers and the board are asking harder security questions than a generalist can answer alone.
Fix24/7 detection and response and a security team to escalate to, with your IT manager still in charge.
02Who does what
What your team keeps and what we take
This is a typical co-managed IT split. We agree yours during onboarding, write it down and review it with your IT manager as things change.
| Area | Your IT team | Austin Technology |
|---|---|---|
| IT strategy and budget | Owns it | Advises, with a quarterly roadmap on Austin Partner |
| First line help desk | Hands it over, or shares it | Answers staff requests and fixes or escalates them |
| Escalations and hard problems | Decides the priority | Senior engineers, and vendor escalation where needed |
| Monitoring, patching and backups | Sees the reports | Runs them on a schedule and fixes what they find |
| Security monitoring | Sets the policies | 24/7 detection and response through SecureShield |
| Projects | Leads them | Adds hands for migrations, rollouts and upgrades |
| Suppliers | Chooses them | Logs faults and chases fixes under vendor liaison |
| Documentation | Shared record | Shared record |
Swipe the table sideways to see every column.
03Common arrangements
Three ways to share the work
Most co-managed IT support starts with one of these and grows from there. You can change the mix at any time.
We take the front line
Staff call our service desk for everyday problems. Your team handles the escalations, projects and decisions that need inside knowledge.
SuitsIT managers buried in tickets.
We run the engine room
Monitoring, patching, backups and security run by us on a schedule. Your team keeps the help desk and the relationships with staff.
SuitsTeams that want to stay close to users.
We add capacity
Engineers for migrations, rollouts and upgrades, plus cover when your team is on leave or at capacity.
SuitsTeams with a backlog or planned change.
04Tools and access
Shared tools, access and documentation
Two teams working on one environment need clear rules. These are ours, and we agree the details with your IT manager before we start.
Named accounts, least privilege
Every engineer has their own account with only the access they need, so your IT manager always knows who has access and why.
One shared record
Documentation of your systems and procedures kept in one place both teams can use, so nobody works from an old version.
Tickets both teams can follow
We agree how work is tracked and handed over, so nothing is dropped between your team and ours.
Secure remote support
Remote sessions are secured and logged. See secure remote support.
Certified processes
Our information security and quality management are certified to ISO 27001 and ISO 9001 and audited every year.
Reports your team can use
Your IT manager gets regular reports from the monitoring and security tools we run, not just our word for it.
05Escalation
How work passes between our teams
Clear hand offs are what make co-managed IT work. Everyone knows who calls whom and how fast.
- Log
Your team passes it over
Your IT team or your staff log the request with us by phone, email or portal.
- 15 min
We triage it
Every ticket is assessed within 15 minutes and prioritised against the published targets.
- Fix
We fix or escalate
Our engineers fix it or take it to a senior engineer or vendor, keeping your team updated.
- Report
Your IT manager stays informed
Your IT manager sees what we did, and on Austin Partner we meet every week to plan the next steps.
| Priority | What it means | Response | Resolution |
|---|---|---|---|
| P1 Critical | Your business cannot work, or a security incident is under way | 30 minutes | 4 hours |
| P2 High | A key system or a whole team is affected | 2 hours | 6 hours |
| P3 Medium | One person or one function is affected and there is a workaround | 4 hours | 2 business days |
| P4 Low and requests | Changes, new setups and questions | 1 business day | 5 business days |
Swipe the table sideways to see every column.
Targets apply in covered hours, Monday to Friday, 8am to 5pm AWST. Extended hours can be added on Austin Managed and are included on Austin Partner, with 24/7 on call for critical incidents on both.
06Plans
Choosing a co-managed plan
Co-managed IT runs on the same plans as the rest of our clients. The difference is the responsibility table that sits alongside them.
Austin Monitoring
Monitoring and maintenance
We monitor and patch your servers, devices, network and Microsoft 365, with 1 hour of pooled remote support for every 10 people a month.
SuitsIT teams that want extra hands and visibility.
Austin Managed
Unlimited remote support
Unlimited remote support for your staff, VIP support and vendor liaison, with your IT manager still in charge.
SuitsIT managers who want the help desk taken off their desk.
Austin Partner
Roadmap and weekly huddle
Everything in Managed, plus a quarterly roadmap, onsite visits and a weekly huddle with your IT manager.
SuitsIT teams planning growth and change.
Need senior IT leadership rather than extra hands? See our virtual CIO service.
Get an instant price07Recognised and certified
A top 50 MSP in Australia, three years running
Cloudtango named Austin Technology in its top 50 managed service providers in Australia in 2024, 2025 and 2026. We are also certified to ISO 27001 and ISO 9001, so the way we protect your data and run your service is checked by an independent auditor every year.
ISO 27001
Information securityOur information security management system covers how we handle client data, credentials and access to your systems, certified by Compass Assurance Services and audited every year.
How we protect your dataISO 9001
Quality managementSupport tickets, projects and onboarding follow documented processes, so you get the same standard of work whichever engineer picks up your job. Ask us for our certificates when you run a supplier review or tender.
08Questions
Co-managed IT questions
What IT managers and business owners ask before they share the load. Anything else, call 1300 787 429.
01What is co-managed IT?
Co-managed IT is a shared arrangement between your internal IT team and a managed service provider. Your team keeps control of the strategy and the decisions, and we take agreed parts of the work, such as the help desk, monitoring, security or project overflow. The split is written down before we start and reviewed as things change.
02How is co-managed IT different from managed IT services?
With managed IT services we run everything and act as your IT department. With co-managed IT your IT manager or team stays in charge and we fill the gaps around them.
03Who keeps control of IT strategy and budget?
Your IT manager. We bring advice, data from our monitoring and experience from more than 300 other businesses, and on Austin Partner we build a quarterly roadmap together. The decisions stay with you.
04How is the work divided between our teams?
Through a responsibility table agreed during onboarding. It lists every area of your IT, who owns it, who backs it up and how work passes between us. We review it with your IT manager and change it when your needs change.
05Will co-managed IT replace our IT team?
No. It is designed to make your team more effective, not smaller. Most IT managers use us to take the day to day requests off their desk so they can get to the projects that keep slipping.
06Can you work with the tools we already use?
We agree how tickets, documentation and access are shared during onboarding, including whether work is tracked in our systems, yours or both. Monitoring, security and remote support run on our tools so we can meet our response targets.
07Is co-managed IT worth it with only one IT person?
That is the most common fit. One person cannot cover every skill, every hour and every leave period. We give them a team to escalate to, a help desk behind them and cover when they are away.
08How is access controlled between two teams?
Our processes are certified to ISO 27001 and audited every year. Engineers use named accounts with only the access they need, remote sessions are secured and logged, and your IT manager decides what we can reach.
What our clients say
800+ reviews from the people who call our Perth service desk every day.
700+
30+
70+
-
“Turns every IT problem into a non-issue”
Arthur turns every IT problem into a non-issue and does it with real patience and professionalism. He explains things in a way that makes the process easy and always leaves us feeling supported. We appreciate the way he handles every request.
Bronte J.Indian Ocean Hotel
-
“Patient, capable and a genuine listener”
The support was outstanding. Patient, capable and a genuine listener, which is rare in support calls. He took the time to understand the issue and work through it with care. You are fortunate to have him on your team and the level of service was impressive.
Peter MidgleyPowertech
-
“Steady, thoughtful and stress free”
Jamie put in a great deal of effort to resolve the problem and it showed in the result. His approach was steady and thoughtful and the support was appreciated. It made the whole experience smooth and stress free.
Jason CavallaroCallidus Process Solutions
-
“Resolved the issue within minutes”
The consultant knew exactly what to do and resolved the issue within minutes. He talked through each step so I understood what was happening and made the process simple. The clear communication and fast resolution made a real difference.
Kirk LentonPilbara Construction
-
“The extra guidance made it more valuable”
Brady tracked down an email I could not locate and took the time to show us how to search more effectively in the future. The extra guidance was helpful and made the experience more valuable. His support was straightforward and appreciated.
Tony YoungOptimus Real Estate
-
“Resolved quickly, with none of my work lost”
They resolved my issue quickly and efficiently, which meant I didn’t lose any of the work I had done today. The support was clear and straightforward, and the outcome made a real difference to my day. Thank you.
Warner PriestInterContinental Energy
-
“Calm, patient and always willing to help”
Dev Sandhu is outstanding in his knowledge and support. He has a calm and patient way of working through any IT issue and is always willing to help at short notice. His positive attitude makes the whole experience easier and more reassuring. Thank you to Dev and the team at Austin for the consistent support.
Peter AlexanderKoch Solutions
-
“A calm and methodical engineer”
Chris Wade is a great engineer and I have a lot of respect for his professionalism. He approaches every issue with a calm and methodical attitude and communicates clearly so I always understand what is happening. His steady approach and reliability make a real difference to our team, and his support is always appreciated.
Paul GreenGlobal Cardiology
-
“Refreshing after two unreliable IT providers”
After dealing with two unreliable IT providers in recent years, it has been refreshing to place my trust in Greg and the team at Austin. They have been professional and highly competent, even under pressure. Their support has made a real difference. Thank you, and keep it up.
Mark HutchisonLifewood
09Co-managed IT
Give your IT team
a team behind them.
Book a co-managed IT call. We talk through what your team keeps, what we take and how it would work, then send you the split and a price in writing.
Or call 1300 787 429