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Co-Managed Global Engineering Teams

MSP-trained engineers based in India and the Philippines.
Deployed in days, with structured oversight and delivery discipline built in.
See How it Works

WHAT CO-MANAGED MEANS

Engineering Capacity with Shared Accountability

Co-managed teams are designed to extend your engineering and delivery capacity while reinforcing the quality and consistency your clients expect. Here’s how it works in practice: engineers integrate directly into your PSA, RMM, and SOPs. They operate as part of your team, working inside your systems, following your processes, serving your clients. What makes this model work is the management layer behind it. You’re not managing engineers across time zones, you’re working with a team that already has its own operational rhythm, trained to your standards and backed by ITBD’s delivery infrastructure.

Co-managed is not outsourcing. Engineers are dedicated to your MSP, work inside your systems, align to your service model, and are full-time ITBD employees working from our secure offices.

How This Model Works

You Set the Direction. We Make Sure It Gets Executed

Co-managed teams operate inside your model. Responsibility is shared. Control never leaves your hands.

Your MSP

  • Sets client priorities
  • Manages relationships
  • Maintains visibility
  • Defines expectations
VS

IT By Design

  • ✓ Aligns execution to your standards
  • ✓ Supports delivery behind the scenes
  • ✓ Provides oversight and SLA discipline
  • ✓ Trains, leads, and scales capacity

THE MSP WAY BOOTCAMP

The MSP Way Bootcamp: 60 Days to MSP-Ready

Every co-managed engineer completes a 60-day MSP Way Bootcamp before they ever touch your environment. This isn’t a quick orientation or a self-paced video library. It’s two months of hands-on, structured training designed specifically for MSP service delivery.

Technical Training

  • PSA and RMM tools
  • End-user and server support (Windows, AD, DNS, DHCP)
  • Backup and DR (Datto, ShadowProtect)
  • SonicWall, OpenDNS, Webroot
  • Microsoft Exchange
  • OS installation and configuration

Processes and Workflows

  • Ticketing and dispatch
  • Time entry and escalation
  • SLA management
  • Email etiquette and customer service
  • Clear, empathetic communication
  • Ownership and accountability

AI Readiness

  • AI-assisted troubleshooting and resolution
  • Prompt engineering for MSP workflows
  • Responsible use of AI tools in client environments
  • Automation awareness and workflow optimization

~20

Pre-Trained Engineers in Pipeline

1-2

Typical Start Time After Selection

~1

Week Full Integration Timeline

THE BENCH MODEL

Pre-Trained Engineers Ready When You Are at ITBD Bench

IT By Design maintains a structured bench of approximately 20 engineers at any given time, all progressing through our MSP Way training pipeline. This means when you need to add capacity, you’re not starting a hiring cycle from scratch. Engineers are already trained, already assessed, and ready to go.
Month
1
Training Bench
Full-time onboarding and structured bootcamp. MSP tools, workflows, escalation discipline, technical reinforcement, and delivery standards. Engineers are learning the fundamentals of how MSPs operate.
Month
2
Virtual Bench
Shadowing live environments, scenario-based training, advanced workflow and escalation alignment. Engineers are nearly deployment-ready and building practical experience.
Month
3
Active Bench
Fully trained, MSP-ready engineers available for immediate deployment. Aligned to structured delivery expectations. Ready to integrate into your MSP from day one.

Rapid backfill if someone transitions

Coverage during extended leaves

Flex capacity during peak demand

Reduced disruption during scaling

DEPLOYMENT PROCESS

How Co-Managed Engineers Join Your Team

The co-managed deployment process is designed for speed and alignment. No guesswork, no months-long hiring cycles, and no engineers showing up unprepared.
Combined
Step
1
Talent Needs Document
We define the role together, responsibilities, skills, tools, and SLA expectations.
Step
2
Bench Alignment
We match your requirements to pre-trained engineers who've completed the MSP Way Bootcamp.
Step
3
Your Interview, Your Decision
You interview, you decide. We go back to the bench if you need more options.
Step
4
Rapid Onboarding
Engineers are typically ready to start within one to two business days.
Step
5
Integration and Ongoing Support
Engineers plug into your PSA, RMM, and escalation paths. ITBD technical leads and bench support stay available as you scale.
Deployment — active request —
Avg. deploy time
1–2days
Integration time
~1week
Bench ready
8
Active deploys
3
Stackline Solutions — L2 request
01
Talent Needs Document
Role, skills, SLA expectations defined
Done
02
Bench Alignment
Matched to 2 bootcamp graduates
Done
03
Your Interview
Interview scheduled — your decision
Active
04
Rapid Onboarding
Start within 1–2 business days
Pending
05
Integration
PSA, RMM, escalation paths live
Pending

From the moment you submit a TND to the moment an engineer is working inside your systems, the process typically takes days, not months. That speed comes from the bench model, the bootcamp, and nearly 20 years of doing this for MSPs specifically.

PROFITABILITY AND MARGIN PROTECTION

Protecting Delivery Margin as You Scale

Here’s what usually happens when MSPs try to scale engineering without structure: they add people, but costs rise faster than revenue. Escalations increase because new engineers aren’t ready. Senior engineers get pulled into frontline work instead of complex projects. SLAs tighten. Over time goes up. Margins go down. The co-managed model is designed to prevent every one of those patterns.

Oversight Reduces Cost Drift

Analysts work inside your existing SIEM to monitor, correlate, and respond to security events

Bench Readiness Lowers Hiring Risk

Endpoint detection and extended detection tools are monitored and managed within your environment.

Better Use of Senior Talent

Security event logs are reviewed and analyzed inside your existing log monitoring infrastructure.

ENGINEERING ROLES WE SUPPORT

What engineering roles does IT By Design support?

Co-managed supports engineering and service delivery roles only. If you need roles beyond engineering, the self-managed model covers any function in your organization.
01

Helpdesk Engineers (L1)

02

Helpdesk Plus (L1+)

03

L2 Engineers

04

Subject Matter Experts (SMEs)

05

Cloud and Security Engineers

06

Project Engineers

All engineers are AI-enabled. AI-assisted workflows and automation are part of the MSP Way Bootcamp, so engineers understand how to use AI tools responsibly within MSP delivery environments to improve efficiency and speed up resolution.

Is Co-Managed Right for You?

WHEN CO-MANAGED IS THE RIGHT FIT?

The co-managed model is designed for MSPs that need to expand engineering capacity without taking on full management responsibility from day one.
This model is a strong fit if:
  • You're adding engineering roles one at a time as you grow
  • You want structured oversight and technical reinforcement built into the model
  • You need bench support so you can add capacity quickly when opportunities come in
  • You want delivery discipline maintained without managing every detail yourself
  • You're not yet ready to manage 10+ global team members directly

Co-managed is structured engineering scale with shared accountability and delivery discipline built in. You keep leadership control. We make sure execution stays tight and consistent.

Ready to Scale Your Engineering Capacity?

Talk to an expert about adding MSP-trained, deployment-ready engineers to your delivery team.
Talk to an Expert

FAQs

Common Questions About Co-Managed Engineering Teams
What does "co-managed" mean in practice?
Your MSP retains leadership and client ownership. IT By Design provides structured engineering support, training, technical oversight, and delivery reinforcement. Performance accountability is shared. Nothing is outsourced.
What roles are supported?
Engineering and service delivery roles: helpdesk engineers (L1), helpdesk plus (L1+), L2, subject matter experts, cloud and security engineers, and project engineers. This model does not extend to non-engineering functions. Only L1, L1+ and L2 roles are on the bench.
Are your engineers AI-enabled?
Yes. AI-assisted workflows and automation are part of the MSP Way Bootcamp. Engineers use AI tools responsibly within MSP delivery environments to improve efficiency and resolution speed.
How quickly can engineers be deployed?
After completing the Talent Needs Document and interview process, engineers can typically start within a few days. Most MSPs complete full integration within approximately one week. The bench model makes this significantly faster than traditional hiring.
How does the bench work?
We maintain a structured bench of approximately 20 pre-trained engineers progressing through our MSP Way Bootcamp at any given time. This allows rapid deployment, faster ramp, and backfill support whenever you need it.
Who manages the engineers day to day?
Your MSP sets priorities and maintains visibility. IT By Design provides technical team leads, delivery oversight, and reinforcement of service standards on an ongoing basis.
Do engineers work remotely?
No. All engineers work from secure, in-office IT By Design facilities. No work-from-home. No hybrid. No exceptions.
What happens if an engineer leaves?
Bench support allows for structured backfill. Because we always have trained engineers in the pipeline, transitions are handled quickly with minimal disruption to your delivery.
How does co-managed differ from self-managed?

Co-managed includes ITBD oversight, training, bench access, and shared accountability for engineering roles. Self-managed teams are led entirely by your organization and can extend beyond engineering into any function across your business.

When should we consider moving to self-managed?
When you’re building 10 or more global team members across multiple functions and have the internal leadership capacity to manage performance directly. Many MSPs start co-managed and transition over time.

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