IT Support Outsourcing for Tech, SaaS & E-commerce Teams

Reduce downtime, resolve incidents faster, and scale confidently. Our IT support teams combine human expertise with AI-enhanced efficiency to protect your operations and keep users happy.

IT Support Services

What is IT Support Outsourcing and why it matters for growing companies?

IT Support Outsourcing means delegating your technical support operations, such as system monitoring, incident resolution, onboarding, and device management, to a specialized external team.

This model helps Tech, SaaS, and E-commerce companies maintain uptime, enhance security, and scale efficiently without the overhead of expanding in-house teams.

Available through both
Pay-Per-Interaction and Agent Team models

Explore collaboration options

What you gain from our proven IT Support experience

With over a decade of supporting Tech, SaaS, and E-commerce teams, we help you achieve consistent uptime, secure operations, and faster resolutions powered by human expertise and AI precision.

Quality-driven, GDPR-compliant operations with a consistent 95% QA score.
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Reduce downtime & improves customer satisfaction
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Scalable coverage (weekends, 24/7, product launches etc.)
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Hybrid efficiency: AI tools for faster triage + human expertise for nuanced cases
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ISO 27001 certified processes to secure data handling
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Seamless integration with client’s internal tools and workflows
Floca

“When IntelligentBee took over this project, things began to catch up, even though many teams had worked at Floca! Without the help of IntelligentBee, we could not have launched the version we wanted! Thanks for the wonderful team!”

Ionut Patrascoiu

CEO Floca

“I have been working with IntelligentBee's team since 2020. The team are so easy to work with and very knowledgeable about different approaches for any app development. They provide a lot of guidance to my team, and made many helpful suggestions and recommendations we weren't even thinking about. I love that they were so passionate about our project and they completed each stage on time. I will continue to work with them.”

Ron R.

Founder and Managing Director

“IntelligentBee is faster than us. They’ve been on time and within budget every time. They have created an environment that makes employees happy to be working for the company. This certainly shows in IntelligentBee’s productivity and ability to be flexible, quick, and high-quality.”

VP of Support and Business Operations, Communication Platform

“They are great. The management team is on top of issues and very communitive. When we need more bodies, they are ready with fresh supply and very efficient.”

Ryan Cable

Manager of Client Success at Bravo Store Systems

“Automating income verification requires establishing trust with the applicant immediately. If they have questions, our success and our brand are entirely dependent on answering their questions clearly, accurately, and immediately. The team at IntelligentBee feels like our team. They staff our front line support, respond as if their personal success depended on it, and do so with the thoroughness and excellence that keeps our customers happy, our success metrics off the charts, and our business expanding.”

Stephen Arifin

Founder, CTO of Payscore

http://www.payscore.com

SendGrid

“We partner with IntelligentBee to both accelerate development efforts and provide global technical support services to our customers. The development solutions they provide are durable, scalable, and deliver results. The technical support they provide allows us to quickly solve or escalate customer problems and drive customer loyalty. They operate as a seamless extension of our domestic team and always produce results.”

Ken Apple

VP of Support and Business Operations, Sendgrid

“As we were looking to expand our support operating window, we had spoken with a few different vendors in locations varying from the North America to Europe. IntelligentBee approached us at the right time where they wanted to understand our business line and operating model to cater to. From the outset, they paid attention, and were able to meet our demands swiftly. Having worked together so far for half a year, they continue to provide the necessary attention, are good at following up, and monitoring the team's progress.”

Michael Tsangaris

Customer Success Manager at Suade

Carnegie Technologies

“IntelligentBee has been a really great company to work with. Their development team is staffed with some really excellent technical folks, and we’ve had great success giving them big challenges and watching them come up with good solutions in a reasonable amount of time. We’ve even had them come in to improve the work of other development teams, which they’ve always done with good enthusiasm and great effect. They are also very responsive to our needs, and quick to dive in and help out. I’m very thankful for our partnership with IntelligentBee, and I am happy to have them on the team.”

Nicholas Armstrong

Director of Software at Carnegie Technologies

API Platform

“IntelligentBee was instrumental in us becoming a 24/7 support shop. Before, we performed as an on-call service that had some engineers work overnight. Now, that’s no longer needed, which is a success story in my book. Their engineers molded into our culture. IntelligentBee’s passionate for their customers, focusing on their experience and maintaining customer satisfaction. They’ve done an excellent job exuding what’s essential for our organization to our customers.”

Cassie Brown

Head of Technical Support, API Platform

Nettbil

“The quality of work is very good. Thanks to IntelligentBee efforts, the data translation process has gone successfully. They are communicative and accurate in providing progress updates. Their team has provided project management smoothly.”

Daniel Drangsholt

CFO, Automotive Dealers

Let’s talk about how our IT Support outsourcing can strengthen your customer experience, boost uptime,
and scale with your growth

Pay-per-interaction, a smarter way to scale support

With our Pay-Per-Interaction model, you only pay for what your customers actually need: one chat, one call, one email. It’s a fully managed, human-first solution powered by AI efficiency and transparent reporting, giving you total cost control, measurable quality, and the flexibility to grow without adding fixed teams.

Essential Services

Starting from 150 interactions*/month

Pilot Project Available

Start with a Pilot Project, validate performance and team fit before committing long-term.

Email / Chat / Phone Calls


Business hours (Mon–Fri)


English


Transparent KPI Reporting





Choose Number of interactions:

Managed Services

Starting from 150 interactions*/month

Pilot Project Available

Start with a Pilot Project, validate performance and team fit before committing long-term.

Email / Chat / Phone Calls / Social Media / App Store Reviews / Back-Office Tasks

up to 24/7 availability

English / Spanish / French /
German / Italian

Additional languages supported

Transparent KPI Reporting

Team Lead & Delivery Manager

Quality Check & Quality Assurance

On-call outside of business hours

Engineering workflows

Choose Number of interactions:

*1 interaction = 1 email or 1 call or 1 full conversation in a live chat

How we build seamless collaboration in 5 proven steps

01

Discovery & requirements analysis

We start by mapping your infrastructure, ticket flow, and escalation paths to design an IT support outsourcing framework aligned with your business objectives and technical environment.

02

Process design & SLA definition

Together, we establish clear workflows, coverage schedules, escalation rules, and measurable SLAs to ensure predictable, high-quality support delivery from the start.

03

Team setup & technical onboarding

We assign skilled IT support specialists trained on your systems, tools, and tone of communication, ensuring consistent resolutions, secure access, and a support experience that feels in-house.

04

Go-Live & 24/7 Operations

Your IT support operations launch with full coverage, real-time monitoring, and transparent reporting. AI-enhanced tools and quality reviews maintain reliability, speed, and user satisfaction.

05

Continuous optimization & performance scaling

We continuously analyze data and feedback to improve resolution speed, automate repetitive tasks, and scale coverage as your business grows, turning support into a growth driver.

How we build seamless collaboration

Certified for Security, Quality and Data Integrity

EU GDPR Compliant
ISO 27001
ISO 9001

Frequently Asked Questions

01. What is internal IT support outsourcing?

Internal IT support outsourcing provides an external service desk that handles day-to-day employee IT requests without building or scaling an in-house IT team.

02. What types of IT requests are handled by an internal service desk?

Requests include access and permission management, account provisioning and deprovisioning, device onboarding/offboarding, SaaS tooling assistance, password resets, and internal ticket handling.

03. Is this IT support for employees or end customers?

This service is strictly for internal employees, not for end-customer technical or product support.

04. How is onboarding and offboarding handled?

IT support follows documented workflows to provision or revoke access, manage accounts, and ensure security and operational discipline during employee lifecycle changes.

05. Does IT support include infrastructure or DevOps engineering?

No. Infrastructure design, advanced networking, DevOps, and on-site IT services are explicitly excluded.

06. How does pay-per-interaction pricing work for IT support?

You pay per resolved internal IT interaction, allowing IT support capacity to scale with employee demand rather than headcount.

07. How is security maintained when handling internal IT requests?

All requests follow client-defined access policies, documented procedures, and audit-ready workflows, with humans accountable for execution.

08. Can IT support scale for remote or distributed teams?

Yes. Delivery models evolve from shared to dedicated setups as internal interaction volume grows.

09. When is outsourced IT support not a good fit?

It is not suitable if you require infrastructure engineering, on-site IT services, or AI-only IT support.

Let’s build reliable, secure IT support that scales
with your growth