In-house vs Outsourced IT Support: Advantages and Disadvantages
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In-house vs Outsourced IT Support: Advantages and Disadvantages

In-house vs Outsourced IT Support: Advantages and Disadvantages

For smaller businesses, outsourcing IT support is the most straightforward and sensible option in Houston. But for medium to larger organizations that employ a combination of both desk-based and mobile employees, the decision may not be as clear-cut. Startups and smaller businesses often lack trained IT employees, and as a result, company server administration and desktop and mobile device management often end up being the job of the most tech-literate employee. But in the long run, this is never an ideal situation, since as the growing business begins to require more staff and more tech support, the tech-literate employees end up overly distracted and unable to focus on their main tasks.

So, what are the advantages and disadvantages of outsourced or in-house IT support, and which is the best choice for your business?

In-House IT Support Advantages

  • The right combination of training and development plans means that you can build a team that possesses a highly specialist, expert knowledge of both your systems and your business.

  • In-house tech and IT support teams will be able to provide answers and resolve issues and technical problems quickly. Larger companies who can afford to do so may be able to employ night staff to enable better coverage in the event of a system failure.

  • An internal team might be the best solution if you have multiple specific IT projects that require support.

In-House IT Support Disadvantages:

  • The biggest disadvantage of an in-house IT support team for most companies is the cost. It can be extremely expensive to recruit IT professionals, provide training and support, and ensure that staff have the right equipment. As a result, most businesses find that outsourcing is a far more cost-effective option.

  • Staff salaries often make up one of the biggest costs of an in-house IT support team. You will also need to take other costs into accounts such as insurance, pension contributions, bonuses, and more.

  • Motivating and retaining IT staff is another issue that many organizations face when hiring an in-house team. If IT is not your core business, then you may struggle when it comes to appealing to IT professionals and providing structured career paths for them.

  • Smaller businesses that hire an in-house IT team often operate with a very small team, which can become an issue in the event of staff sicknesses and absence. Smaller IT teams also tend to have knowledge gaps that are unlikely to occur when outsourcing to a business that is focused entirely on providing IT support.

Outsourcing IT Support Advantages:

  • In general, outsourcing your company’s IT to a managed provider such as Hero is much more cost-effective. Compared to the costly expense of hiring just two internal team members, you can have access to an entire business focused on providing IT support for the same price if not less.

  • Outsourcing IT support means that you have access to a much wider range of professional skills and expertise. Most IT support businesses will employ a number of qualified professionals each with different specialisms and focuses.

  • Outsourcing IT support for small businesses means that your company is less likely to suffer from the effects of staff sicknesses, absences and vacation days as the company you outsource to will provide enough staff to cover in these instances.

  • When you outsource IT, your tech-literate staff members will be able to focus on their core jobs, rather than being sidetracked with IT problems to resolve. In larger organizations, it allows in-house IT departments to focus on the bigger picture strategy and avoid the distraction of minor issues, repairs, and support calls.

  • A good IT support firm will provide regular monitoring and reports on your systems, which will improve cybersecurity along with increasing efficiency. They will be able to spot vulnerabilities faster and let you know about any problems on your network before they cause a serious issue.

  • Some IT support firms will also be able to provide specialist knowledge or a range of products that are useful or essential to your business, such as software for managing mobile devices in the workplace, or additional security for employees using their personal devices for work.

Outsourcing IT Support Disadvantages:

  • Some organizations will not be comfortable with the lack of managerial control when it comes to IT. An external IT support company may have different objectives and values to your own business, so it’s important to choose one that is a good fit as a partner to your company.

  • There may be security and confidentiality concerns if your business operates in a particularly sensitive or regulated industry. Complex legal and administration costs can arise when it comes to handling client or financial data.

  • Some organizations might be concerned about a reduction in communication between in-house and external teams, particularly organizations that employ an in-house IT support team for certain tasks and outsource the rest.

The Bottom Line:

Whether you decide to hire an in-house IT support team or outsource your IT department to an external specialist company will depend on a number of factors regarding the needs and requirements of your business. You should also consider factors such as your budget; if you are operating on a small budget then it’s definitely worth spending that money on outsourcing to professionals as you are more likely to get a larger return on your investment.

If you decide to outsource, it’s important to spend some time researching different companies and finding the right one for you. Some companies may feel more comfortable outsourcing to an IT support firm that shares similar missions and values to themselves, or a firm that provides specialist IT support to organizations in their industry, as they are likely to have a better understanding of important aspects such as data protection. If you have in-house IT support staff, find an external company that is experienced in working alongside in-house teams to get the best results for the business.

When it comes to IT support, companies are faced with a choice between hiring in-house employees or outsourcing to an expert company. The best option for you will depend on your company’s individual circumstances and needs.


Hassan is a Blogger, Author, Entrepreneur and the Administrator of He heads Burgeoning Technologies, a Web and IT Company and manages several other blogs and websites. He can be followed on , Twitter and Facebook.