Daily support · through a partner
Outsourced help desk: we select the partner who takes your tickets.
A company still needs someone to reset a password and pick up a ticket. That is not us. We find a help desk firm that can do that work, set the SLA, review the queue with them every month, and replace them if they miss. They contract with you and bill you.
Illustrative month. The partner takes the queue. We stay on the process.
In one sentence
We find the help desk. They take the tickets. We stay on the relationship. They bill you.
Daily support · through a partner
What this work involves
Most firms need a place for tickets. Some already have a help desk buried inside an MSP contract no one is reading. Some have an office manager absorbing it alongside another job. Third Shift does not take that queue. We appoint a partner whose job is tickets, password resets, and remote break-fix, then we stay on them.
You sign with the partner. They bill you. We set what they are accountable for, review volume and missed SLAs each month, and escalate when the queue is the owner's problem again. If they miss, we replace them. If you already have a help desk, we do not rip it out: we direct it.
This listing sits beside the method, not inside it. The part-time CIO seat is how we stay on the partner. Nothing here is a Third Shift technician on the phone.
Who does what
You keep your team, and we take this part.
- You — Approve the partner and the budget. They bill you.
- Third Shift — Find, set the SLA, review the queue, replace them if they miss.
- Help desk partner — Take the tickets and reset the passwords.
- Your systems — Stay with whoever already owns them.
Who it is for
A fit when
- Companies with no help desk and an owner taking every password call
- Firms whose MSP includes tickets no one is measuring
- Businesses that want coverage without hiring a service desk
Scope
What it is not
- Not Third Shift staff on the phone. We do not take tickets
- Not a 24/7 NOC we operate
- Not Microsoft 365 administration sold as a help desk
- Not a partner directory you can browse. We select; you sign with them
Where this has run
Profiles using this work.
- A capable IT firm with no one directing its work.
Regional wholesale distributor · ~90 staff
Who buys this
Industries that start here.
- Wholesale distribution and logistics — A capable MSP, no one directing it, and fill rate answered by three exports and a phone call.
- Nonprofits and associations — Grant reports that take a week, volunteers using free AI on donor lists, and no IT staff.
The order
Part of the sequence, not the whole of it.
This sits beside the method, not inside it. The part-time CIO seat is how we stay on the partner. Nothing here obliges you to buy the dashboard or the Microsoft 365 work.
Questions
Questions about outsourced help desk
Do you run our help desk?
No. No one here resets passwords or takes tickets. Help desk work stays with your staff or with an IT firm. If you do not have one, we find that firm, set what they are accountable for, and report on whether it is working. They bill you directly.
Can you find us a help desk or an MSP?
Yes. If your company has no help desk or no MSP, we select a firm that can do that day-to-day work, set the priorities they work against, and manage the process. They contract with you and bill you. We may earn a referral under our agreement with the provider. We do not claim the recommendation is vendor-independent, and we do not publish a partner list.
Who pays the MSP or help desk you recommend?
You do, directly. Outsourced help desk, monitoring, and backup are contracted and billed by that provider. Third Shift is not a middleman on those invoices. Ask what sits behind a recommendation; we will answer.
How do you choose the help desk or onsite partner?
We match hours, stack, and sites to a firm that actually does that work, then you sign with them. The choice is yours. We do not publish a partner list, and we do not claim the recommendation is vendor-independent. If you already have a firm, we start by directing them rather than replacing them.
We already have a help desk. Do we have to switch?
No. If the help desk is already there, we direct it: SLA, volume, and what bounces back to the owner. We only run a search when there is no firm, or when the one you have is missing the work and you ask us to replace them.
Start here
Start with the conversation.
We select the partner. They provide daily support and bill you directly.