Case Study
FTE → Fractional Transition
A 50+ person company replaced an internal level-1 help desk FTE with outsourced support, gaining broader expertise, better tooling, and lower overall cost.
Context
A 50+ person company was planning to replace an internal full-time employee who handled level-1 help desk work. Instead of repeating the same role, they were introduced to TechKnowligence and considered a fractional outsourced model.
What We Did
- Took over help desk responsibilities with an MSP model rather than a like-for-like internal replacement.
- Added management tools, software, and support processes that were not previously available through a single internal role.
- Consolidated services so the client could give up some standalone subscriptions in favor of bundled capabilities.
Result
In this case, the transition was a major win. The client gained deeper technical expertise, software savings, more management control and insight through the support toolset, and stronger internal satisfaction through faster response and resolution times.
Start with an IT Risk & Roadmap Brief
If this kind of work is relevant, the brief is the fastest way to get a clear picture of risk, priorities, and next steps.