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The Operating Partner Behind
MSPs That Scale

We build and run global delivery teams, 24×7 NOC and SOC operations, AI automation, and performance management for MSPs. One integrated model. A better way to grow.
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See How the Engine Works
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Liongard
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Lyra
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Delivery capacity can't keep pace with demand

24x7 coverage is burning out your best people

You can't see who's performing and who's coasting

Growth is the goal. Execution is the challenge

Back-office work is quietly eating your margins

AI sounds promising but no one knows where to start

Every exit takes critical knowledge with it

Most MSPs don't have an ambition problem. They have an execution-at-scale problem.

CAPABILITIES

What We Actually Deliver

IT By Design is an integrated operating partner for MSPs. We don’t fill seats. We build the delivery infrastructure, operational systems, and performance frameworks that let MSPs scale without losing control. Every solution is designed for how MSPs actually work: PSA-driven, SLA-bound, margin-conscious, and always under pressure.
Talent
Dedicated MSP Delivery Teams
→

Locally managed delivery teams in India and the Philippines, trained specifically for MSP operations. Co-managed or self-managed, you choose the model.

EXPLORE TALENT →
900+
Engineers in Network
Operations
24×7 NOC and SOC Operations
→

A full operations center running your playbooks, in your tools, around the clock. Not a monitoring service, actual triage, escalation, and project execution.

EXPLORE OPERATIONS →
24×7
Global Coverage
AI
AI and Automation
→

AI systems designed, built, and implemented inside your MSP operation. From intelligent agents to full workflow automation, measured by business outcomes.

EXPLORE AI →
40%
Lower Dispatch Cost
Platform
Performance Management with Team GPS
→

AI-enabled platform that manages how your teams are measured, coached, and improved. Goals, scorecards, 1:1s, and early warnings, all in one system.

EXPLORE PLATFORM →
300+
MSPs onboarded
Community
Build IT Community
→

A peer community of 5,000+ MSP founders and executives. Four programs across conferences, peer groups, AI training, and regional events.

EXPLORE COMMUNITY →
5,000+
In the ecosystem

Dedicated MSP Delivery Teams

Locally managed delivery teams in India and the Philippines, trained specifically for MSP operations. Co-managed or self-managed — you choose the model.
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24x7 NOC and SOC Operations

A full operations center running your playbooks, in your tools, around the clock. Not a monitoring service. Actual triage, escalation, and project execution.
Learn More

Performance Management with TeamGPS

AI-enabled platform that manages how your teams are measured, coached, and improved. Goals, scorecards, 1:1s, and early warnings, all in one system.
Learn More

AI and Automation

AI systems designed, built, and implemented inside your MSP operation. From intelligent agents to full workflow automation, measured by business outcomes.
Learn More

Build IT Community

A peer community of 1,500+ MSP founders and executives. Four programs across conferences, boardrooms, AI training, and regional events.
Learn More

Dedicated MSP Delivery Teams

Global Teams That Scale Without Management Overhead

Built and operated in India and the Philippines. Managed locally. Trained for MSP delivery from day one.
[ Roles we operate ]
ROLE · 01 OF 05
LIVE
01 · ROLE PROFILE
Engineers (L1, L2, L3)

Technical talent trained specifically for MSP service delivery, not general IT.

TIER MIX
L1 · L2 · L3
CSAT
96%+
HOW THIS ROLE PLUGS IN
YOUR MSP PSA · RMM 01 ENG OUTCOME SLA HIT

Engineers
(L1, L2, L3)

Technical talent trained specifically for MSP service delivery, not general IT.

Service Desk
and Helpdesk

Front-line support aligned to your ticketing workflows and SLA requirements.

Team Leads and Delivery Managers

Operational leadership embedded in the team, not managed from your headquarters.

Local Management (LMA Layers)

On-the-ground managers in each region who understand the local culture, hiring landscape, and work practices. This is the piece most MSPs can’t replicate on their own.

Back-Office Operations

Dispatch, coordination, administration. And for platform MSPs scaling further: accounting, marketing, operations, sales, and CX functions.
ITBD GLOBAL TEAMS: Operating Models
LIVE
Two Operating Models

You choose how the team runs

20–70%
Labor Savings
900+
Engineers
60-Day
MSP Bootcamp
96%+
CSAT
MODEL 01 CO-MANAGED

ITBD runs the team with you

Oversight, training, management layers, and delivery reinforcement, built in. We carry the operational weight so your leadership stays focused on growth.

Best for MSPs scaling delivery without adding management overhead
MODEL 02 SELF-MANAGED

Your leadership runs day to day

We recruit, train, and support. The team reports directly to you and integrates into your existing workflows, tools, and culture.

Best for MSPs with strong leadership ready to extend their bench

24x7 NOC and SOC Operations

Around-the-clock Coverage Without Burning Out Your Team

This isn’t a monitoring service that sends you alerts and waits for instructions. This is a full operations center running your playbooks, in your tools, around the clock.

LIVE
NOC · SOC
24 / 7 / 365
CAPABILITY · 01 OF 05
AUTO-CYCLE
01 · CAPABILITY
Triage and Ticket Management

Incoming alerts and tickets are categorized, prioritized, and routed. Not dumped in a queue, actually triaged.

AVG TRIAGE
< 4 min
ROUTING ACCURACY
99.2%
UPTIME · 30D99.98%
AVG ACK< 60s
TICKETS / SHIFT1,200+
ACTIVE ANALYSTS28
EXPLORE FURTHER
See how 24×7 NOC and SOC integrates with co-managed delivery and infrastructure support.
Infrastructure Management Support →

Triage and Ticket Management

Incoming alerts and tickets are categorized, prioritized, and routed. Not dumped in a queue. Actually triaged.

Escalation Management

Defined escalation paths with documented handoff procedures. Issues move to the right person at the right time, every shift.

Proactive Monitoring and Response

Not just waiting for something to break. Active monitoring, threshold management, and early intervention before clients notice.

Project Execution

Remediation, migrations, hardening, optimization, and clean-up projects. All handled within the NOC/SOC without pulling your senior engineers off their day jobs.

MSP-Specific Playbooks

Every process is built for MSP environments. PSA-integrated, SLA-aware, and aligned to how your operation actually runs. Not generic IT runbooks.

24 x 7 x 365
Follow-the-Sun Coverage

$1M+
EBITDA Lift Across Growth Stages

+1–3
Points EBITDA Expansion from Fewer Escalations

96%+
CSAT Across NOC & SOC Operations

AI By Design

AI and Automation for MSP Operations

AI systems designed, built, and implemented inside your MSP operation. From intelligent agents to full workflow automation, measured by business outcomes.
Every part of the ITBD operating model is AI-enabled. TeamGPS runs on AI agents. Our NOC uses intelligent triage. Our training includes AI readiness. But we also build and implement AI directly inside your MSP’s operation.

AI Professional Services

Strategy, build, and implementation across AI Agents, Automation, Platforms, and Advisory. Built for MSP workflows. Measured by ROI. 

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AI Agents

Purpose-built agents for dispatch, triage, routing, sentiment analysis, and SLA follow-ups. Digital Dispatcher and QBR Creator included. Production systems, not experiments. 
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AI Dedicated Engineers

Dedicated AI engineers embedded in your operation. They build, maintain, and optimize your AI workflows continuously, without you hiring internally.
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0 %

Lower Dispatch Cost

0 %

Faster Resolution

0 %

Higher Productivity

Performance Management with TeamGPS

AI-enabled Management Platform That Turns Team Performance Into Profitability

TeamGPS is our performance management platform built for MSP environments. It runs how teams are managed, measured, recognized, and improved, not just tracked.

Goal Cascading

Org goals break down into team and individual targets. Every engineer knows exactly what’s expected.

Performance Tracking

Tickets, SLA adherence, response times, CSAT, and NPS. All tracked automatically.

Structured 1:1s

Built-in meeting cadence with scorecards and AI-generated prompts on what to address with each team member.

Early Warning Flags

Underperformance and missed targets surface automatically before they become client problems.

Rewards and Recognition

Recognition, gifting, and win celebrations built into the system. Culture isn’t separate from operations here.

Leadership Dashboards

Direct visibility into performance, trends, and exceptions. No status updates needed.

300+
MSPs Onboarded

NPS 70+
Customer Satisfaction

6
Built-In AI Agents 

Integrated with
ConnectWise · Halo · AutoTask

Learn More

Build IT Community

The Community Built for MSP Leaders Who Are Serious About What Comes Next

Not a vendor network. A working community of MSP founders and executives building alongside each other.

Build IT Live

The premier MSP leadership and AI conference. Three days of frameworks, playbooks, and peer conversations built for C-suite operators. 
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Build IT Masterminds

Invite-only, AI-native peer groups for MSP founders. 10 executives per boardroom. Quarterly in-person sessions. Ongoing accountability.
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AI Accelerator

Two days of immersive AI training for MSP leaders. Practical frameworks, hands-on labs, and a clear roadmap you leave with.
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Build IT Roadshows

Regional one-day events bringing leadership, AI, and peer connection to MSP leaders across the country. 
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1,500+
MSPs in the Build IT Ecosystem

550+
Annual Build IT Live Attendees

90%
C-Suite Decision Makers  

180+
Channel Influencers

THE ITBD WAY

We didn't read about MSP operations in a textbook. We lived it.

IT By Design was founded by MSP operators with real operating experience. Leadership that has felt the weight of tight margins, relentless SLAs, midnight escalations, and the constant pressure to grow without letting quality slip.
That experience shapes everything: delivery models designed around PSA, RMM, SLA, and escalation discipline. Teams trained for real MSP environments. Solutions built around operational realities, not theory.
About Us

Scale and Control

How We Get You There

Step
1
Discover and Align
We learn your delivery model, growth stage, and constraints. No assumptions. No cookie-cutter packages.
Step
2
Onboard and Train
Engineers go through structured operational readiness before they ever see a client ticket.
Step
3
Integrate
Teams plug into your tools, workflows, and communication rhythm. Same Slack channels. Same escalation paths. Same standards.
Step
4
Measure and Optimize
Performance ties to your business goals through TeamGPS. Drift gets caught early.
Step
5
Scale
Once execution is stable, we expand capacity without disrupting what's already working.

100%
In-Office Delivery

24 x 7
Global Coverage

SOC 2 Type II Certified

  • Dedicated teams. Not a rotating cast of contractors.
  • Low attrition. Knowledge stays where it belongs.
  • Built-in redundancy. Cross-trained teams and documented playbooks.

VISIBILITY & CLARITY

How Do We Provide Visibility Into Team Performance?

Most MSP leaders lose visibility the moment they start scaling. More people, more clients, more guesswork. We built the opposite.
  • Defined roles and ownership for every team member
  • Structured operating cadence: daily, weekly, and review cycles
  • KPIs aligned to your business goals, tracked automatically through TeamGPS
  • Exceptions flagged early, before they become client problems

Visibility isn't a dashboard we hand you. It's built into how we operate. You get clarity because the system produces it, not because someone remembered to send a status update.

ENTERPRISE TRUST

Trusted by Growth-Focused MSPs

20–70%
Labor Cost Savings

+3–8
Points EBITDA Margin Expansion

96%+
CSAT Across Delivery

SOC 2
Type II Certified

900+
Engineers

Trusted by 400+
Growth-Stage MSPs

ITBD engineers consistently win customer satisfaction awards. They deliver exceptional support and make a real impact.

John Hardon
DCNC
in

Their engineers bring both technical strength and cultural alignment. With ITBD in place, we can focus on strategic growth instead of IT burdens.

Nick Polite
Service Manager, Lutz Tech
in

Fast process, seamless onboarding, and an engineer who quickly became part of our team. What started temporary became a long-term partnership.

Myke Schwartz and Tim Wolsky
PEI
in

Your engineers are exactly the type of people I want on my team — smart, process-driven, and reliable. They give us real peace of mind.

Kayvan Yazdi
Co-Founder & President, TruAdvantage
in

TeamGPS increased our morale and alignment across two buildings. It helped us operate as one team.

Morgan Bentley
CFO, SkyComp
in

ITBD gave me my first true inside view of the MSP world. The week delivered learning, growth, and new partnerships.

Carlos Rodriguez
CA2 Security
in

Ready to Scale with Control?

Let’s talk about where your MSP is today, where you’re headed, and whether ITBD is the right operating partner to help you get there.
Talk to an Expert

FAQs

Questions MSP Leaders Ask Us
Is IT By Design a staffing company?
No. We build and operate delivery infrastructure for MSPs. That includes trained teams, 24×7 operations, performance management through our proprietary TeamGPS platform, and AI automation. We own the operating model from training through measurement. That’s a fundamentally different business.
What's the difference between co-managed and self-managed teams?
Co-managed means we handle oversight, training, and delivery reinforcement. Self-managed means the team members report directly to your leadership. Both models are built for long-term scale. The difference is who owns day-to-day performance management.
How fast can teams be operational?
Days to weeks, depending on role and requirements. Our structured onboarding and 60-day bootcamp mean engineers arrive operationally ready, not “still figuring out your PSA” ready.
Do your teams work remotely?
No. Every team member works from a secure, company-owned, in-office environment. No work-from-home access to client systems. No exceptions.
How do you handle security and compliance?
All delivery happens inside SOC 2 Type II certified facilities with controlled access and monitored environments. Enterprise-grade security is the baseline, not an upgrade.
Can you handle project work alongside ongoing operations?
Yes. Our NOC and SOC teams run day-to-day operations and project work (remediation, migrations, hardening, optimization) without disrupting core delivery.
How is performance managed as we scale?

Through TeamGPS, our proprietary performance management platform. KPIs are tied to your business goals and reviewed on a defined cadence. As teams grow, visibility and accountability scale with them.

What size MSPs do you work with?
Growth-stage and platform MSPs that are scaling operations and profitability in a structured way. If you’re past the startup phase and need an operating model to support what comes next, that’s where we come in.
What AI services does IT By Design offer?
Four AI service lines: AI Agents (custom GPT and Copilot-style systems), AI Automation (PSA/RMM workflow automation), AI Platforms (unified intelligence across business functions), and AI Advisory and Fractional Leadership (ongoing strategy and governance). We also offer the Digital Dispatcher for AI-powered ticket triage and dispatch, plus Rewst consulting for workflow automation.

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