In-House VS Outsourced Tech Support: Which is Better?

May 15, 2019

In this age of fast-paced modern technology, businesses of every kind have a wide range of IT needs. These requirements include search engine optimization (SEO), social media engagement, graphics, customer resource management, online marketing, web design, and so on.

Accounting, customer service, and human resources also have increasing dimensions that need IT support. Then there's cyber security, too - a major concern for companies of all sizes. Without any tech specialist, ever-mutating malware, spyware, and viruses can easily make their way to your system.

There’s no doubt that IT support is a key aspect of any business. The only question is whether to hire a full-time in-house team, or outsource and only bring in experts when needed.

Summarized below are the pros and cons of each approach.

Hiring In-House

One benefit you can get from an in-house IT support is the team can be trained according to the company’s specific needs. They will also be available to help you whenever you need them. This can be extremely useful especially when an emergency situation happens (i.e. security breach).

When working with an in-house team, you are sure that they are trained to the requisite level. Because they are bound by exclusive contracts, it’s easy for you to hang on to any excellent performers whose work contributes greatly to the company’s success.

Meanwhile, the cons of creating an in-house IT support team can be seen mainly in terms of finances. Searching for the right people with the right training can be an expensive - and extensive - task.

It’s also worth noting that the training for an in-house team never stops. They need to constantly update their knowledge and skills to serve the company better, and they'll be expecting you to shell out for any further training they require.

Additionally, they will need to be paid with a regular salary and have different employee benefits. If these employees possess in-demand skills–which they obviously should–then they will need to be paid at a highly competitive rate for them to stay in the company.


Outsourcing is a popular approach for many reasons. Through this method, your company can bring in someone who has a very specific skill set to deal with a certain task. When the task is completed, you may no longer need that skill set, so you're free to hire the specialist only for the project's duration.

Aside from making financial sense, outsourcing allows a company to hire a specialist who will be fully focused on the issue at hand. It is a smarter solution compared to hiring a full-time employee who would probably have a more general IT skill set that could be applied to different situations.

When a business decides to outsource, it no longer needs to invest in software and equipment necessary to accomplish the job. The contractor will either work with their own tools or include the cost of getting the equipment in their fee–which will likely be lower than if the company purchased the equipment.

One thing to note when it comes to outsourcing is that a freelance IT contractor can demand a much higher hourly rate, compared to any one employee in an in-house IT support team. However, many employers don't see this as a drawback, since in the long run, it's worth it to outsource IT tasks to specialists you know to be available, trustworthy, and affordable.

Need some help in how to find the best IT company to outsource to? Read this for some tips!

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