Co-managed IT with Level 3 Microsoft and Azure support

Your help desk keeps the work you assign it

Co-management is a division of responsibility. Your team can retain Tier 1 support and the permissions it needs while CloudTechForce takes the agreed Level 3 queue. The engagement identifies which requests can be handed over, what information is required and who can approve production changes.

Identity escalations

Entra ID, Conditional Access, multi-factor authentication and privileged-access requirements.

Endpoint work

Intune, Autopilot and SCCM co-management tasks named in the scope.

Mail and tenant changes

Exchange Online, hybrid Exchange, message flow and Microsoft 365 tenant administration.

Azure escalation

Agreed infrastructure, network, VPN and virtual-desktop issues or changes.

Write down the handover between both teams

• Which queue your help desk owns and when a ticket moves to Level 3.
• Who can approve identity, mail, device and network changes.
• The privileged access required and how it is approved.
• Coverage hours, severity levels and response targets.
• Who communicates with employees and leadership during an incident.
• Where runbooks, change records and service reporting are kept.

Work through an agreed ticketing and tool setup

The portfolio includes RMM and ticketing integration using tools such as ConnectWise, N-able and Zendesk. We review the tools your team already uses and agree access, ticket handover and documentation before operations begin. A listed tool is included only when the proposal names it.

Scope projects separately from the escalation queue

An acquisition-driven tenant move, Autopilot rollout, hybrid Exchange cutover or Azure Virtual Desktop deployment needs its own work plan. Define project owners, dependencies, pilot groups, change windows and acceptance checks alongside the recurring support responsibilities.

Start with the gap your team needs covered

1. Review the queue and backlog. Bring recurring escalations, supported workloads, existing tools and upcoming changes.
2. Split responsibilities in writing. Assign ticket ownership, approvals, access, coverage and reporting to the appropriate team.
3. Prepare the operating handover. Set up agreed ticketing, approved access and documentation, then begin the named Level 3 work.
4. Review the shared service. Use SLA reporting, open risks and retained procedures to refine the scope when responsibilities change.

Questions buyers ask

Does co-managed IT replace our help desk?

The portfolio's co-managed pattern keeps Tier 1 with your help desk and assigns agreed Level 3 work to CloudTechForce. Your written scope decides the actual division of responsibilities.

Do our administrators keep access?

Your administrators retain the access agreed for their responsibilities. The proposal names privileged permissions, approval authority and the process for CloudTechForce to perform changes.

Can we use our existing ticketing tools?

Bring your current RMM and ticketing setup to discovery. Integration and access are assessed and named in the scope; tool availability does not imply every integration is automatically included.

How is co-managed support priced?

The quote follows the assigned workloads, escalation responsibilities, coverage and tools. Licensing and project work are scoped separately; co-managed support is not priced as an assumed percentage of a fully managed plan.

Related services

• Microsoft 365 administration
• Azure infrastructure support
• Fully managed IT scope

Discuss Level 3 support for your team

Tell us which Microsoft or Azure work needs escalation, what your staff will retain and which ticketing tools you use.

Remote delivery across the United States and Canada. Hours, price, on-site exceptions and recovery responsibilities are confirmed in your written proposal.