Overview
IT Custom Solution LLC partnered with a New York City agency to deliver end-to-end managed IT support, replacing a slow and costly break-fix model with proactive 24/7 monitoring and a dedicated help desk. The engagement reduced downtime, improved staff productivity, and cut IT support costs within the first 90 days.
Industry:
State and Local Government
Services:
Managed IT Services, IT Help Desk Support (Tier 1 & 2), Network Monitoring & Alerting, Endpoint Management
The Challenge
The agency relied on an ad hoc, reactive approach to IT support — calling vendors only when systems failed. Staff experienced frequent outages and long resolution times, often waiting hours or days for critical systems to come back online. With a growing headcount and increasingly sensitive data obligations, leadership needed a reliable IT partner who understood government operations.
- Average ticket resolution time exceeded 8 hours
- No centralized monitoring — outages were discovered by end users, not IT
- Aging workstations with inconsistent patch levels created compliance exposure
- No documented asset inventory or network map
Our Approach
IT Custom Solution LLC conducted an initial infrastructure assessment over two weeks, documenting all endpoints, network equipment, and software licenses. We then stood up a managed services engagement that included:
- Help Desk: Dedicated Tier 1/2 support during business hours, escalation path to senior engineers
- Remote Monitoring & Management (RMM): 24/7 automated monitoring of all endpoints and critical systems
- Patch Management: Scheduled updates and patch deployment across all workstations and servers
- Asset Inventory: Full hardware and software inventory documented and maintained
Results
- Average ticket resolution time dropped from 8+ hours to under 2 hours
- Endpoints with current patches increased from approximately 40% to 98%
- Zero unplanned critical outages in the first 90 days of managed service
- Full asset inventory documented for compliance audits
“IT Custom Solution came in, learned our environment quickly, and immediately made our team’s lives easier. We went from firefighting every day to barely thinking about IT.”
— Senior Administrator, NYC Agency