--- title: Help Desk & End-User Support Services | Managed IT Services | Serverless Solutions description: Get responsive IT support tailored to your environment. Our managed help desk improves productivity with quick resolutions and comprehensive end-user support for remote and distributed teams. --- ###### Managed IT Services # Help Desk & End-User IT Support When someone can't log in, their laptop freezes, or a Teams call won't connect they shouldn't have to wait. Our managed help desk gives your team a real support system with defined response times and people who actually know your environment. [Schedule a Consultation ](https://www.serverless-solutions.com/contact-us?hsLang=en) Certifications & Partnerships Microsoft Partner Google Cloud Partner NIST CSF Aligned SOC 2 Operations CMMC Ready ###### What's Included ## Everything your team needs from IT support, handled. We cover the full range of day-to-day IT requests, from password resets to complex software issues, so your people stay productive and your internal team isn't buried in tickets. #### Tier-1 and Tier-2 help desk Remote support for everyday IT issues across desktops, laptops, mobile devices, and the software your team runs on. Tickets are logged, tracked, and closed with documentation, nothing falls through the cracks. - Phone, email, and chat support channels - Ticket SLAs with escalation workflows - Monthly reporting on volume and resolution time #### M365 and Google Workspace support Most of your team lives inside Outlook, Teams, or Google Workspace. We handle licensing issues, configuration problems, permission errors, and the day-to-day questions that come up when people actually use these platforms. - License assignment and user administration - Teams, SharePoint, and OneDrive troubleshooting - Google Drive, Gmail, and Meet support #### Access and identity management Password resets, MFA enrollment, account lockouts, and access requests shouldn't require a ticket that waits until Monday. We handle them fast, with proper documentation and access logs. - Self-service and assisted password resets - MFA setup and troubleshooting - Access request and provisioning workflows #### Employee onboarding and offboarding New hire day one should not start with a broken laptop and no access. We manage the full IT setup checklist, hardware configuration, software provisioning, account creation, and orientation, and handle clean, documented offboarding when someone leaves. - Hardware and software setup checklists - Account creation across all platforms - Offboarding with access revocation and audit trail ###### Why it Matters ## The cost of bad IT support isn't just frustration. Every hour a team member spends waiting on IT is an hour they're not doing their job. Multiply that across 50 people and a slow-response help desk isn't a minor inconvenience it's a measurable productivity drag. ** ##### Nothing goes undocumented Every ticket is logged, assigned, and tracked to closure. You have a full history of what happened, when, and how it was resolved. ** ##### Your IT ops and security team share context Because we manage both your IT operations and security posture, a pattern of access issues or endpoint problems gets flagged not ignored. ** ##### Texas-based, not a call center Your tickets are handled by technicians who know your environment. Not a rotating roster reading from a script on the other side of the country. ![Serverless Image Assets (5)](https://www.serverless-solutions.com/hs-fs/hubfs/2026%20Web%20Assets/Serverless%20Image%20Assets%20(5).png?width=500&height=550&name=Serverless%20Image%20Assets%20(5).png) ###### Who This is Built for ## **The situations where our help desk makes the most difference. **   Companies without internal IT staff If there's no one in-house fielding IT requests, your team is either waiting on vendors or figuring things out themselves. We become your IT department for day-to-day support — without the overhead of a full-time hire.   Distributed and remote teams When your employees are spread across Texas or working remotely, you need support that doesn't require being in the same building. Remote help desk coverage means issues get resolved regardless of location.   IT teams that are overwhelmed One or two internal IT people can't handle strategic work and a full queue of tickets at the same time. We absorb the ticket volume so your team can focus on projects that actually move the business forward. ###### How it works ## From the first ticket to a running system. Getting started doesn't require a long implementation. We learn your environment quickly and get your team supported fast. 01 ##### Environment review We document your systems, platforms, and common request types before your team submits their first ticket. 02 ##### Ticketing setup We configure your support channels, escalation paths, and SLA tiers aligned to your team’s working hours and priorities. 03 ##### Team communication Your employees get a clear way to reach us — email, phone, or a support portal — and know what to expect. 04 ##### Ongoing reporting Monthly reports show ticket volume, resolution times, and recurring issues so you can improve over time. ## Frequently Asked Questions What people ask before they get started. ![3](https://www.serverless-solutions.com/hs-fs/hubfs/2026%20Web%20Assets/3.png?width=600&height=400&name=3.png) - [Do you replace our internal IT person or work alongside them? ](https://www.serverless-solutions.com/managed-it-services/help-desk-end-user-support-services#) Either. Some clients hand us the entire help desk function. Others have one or two internal IT staff who handle strategic and vendor work while we take the ticket queue. We call this co-managed IT, it's one of the most common arrangements we run, especially for companies with 50 to 200 employees. - [How do employees submit support requests? ](https://www.serverless-solutions.com/managed-it-services/help-desk-end-user-support-services#) We set up the channels that make sense for your team, email, phone, and a support portal. For companies using M365, we can integrate directly into Teams so your employees never have to leave the apps they're already working in. You decide what fits; we make it work. - [What's covered under the standard SLA? ](https://www.serverless-solutions.com/managed-it-services/help-desk-end-user-support-services#) Critical issues like system outages or security events get a 30-minute response. High-priority issues affecting a team or a business function get a 2-hour response. Standard day-to-day requests are addressed next business day. All tiers include ticket tracking, escalation paths if resolution takes longer than expected, and monthly reporting so you can see exactly how we're performing. - [How quickly can you get our team supported? ](https://www.serverless-solutions.com/managed-it-services/help-desk-end-user-support-services#) Most clients are fully onboarded in two to three weeks. That includes documenting your environment, configuring ticketing and escalation workflows, setting up support channels, and making sure your employees know how to reach us. We don't drag out implementations. ## Latest Insights Stay ahead with practical guidance written by our industry specialists. Visit Our Blog ###### 14 min read #### [7 Best Practices for Securing Serverless Applications in Regulated Industries](https://www.serverless-solutions.com/blog/securing-serverless-regulated-industries?hsLang=en) Serverless Solutions Marketing Team: Apr 27, 2026 Serverless computing changes how applications run, but it doesn't eliminate the security work required to protect them.... ###### 15 min read #### [Why Energy Companies Can’t Afford to Keep IT and OT Security Separate](https://www.serverless-solutions.com/blog/aligning-it-ot-security-energy?hsLang=en) Serverless Solutions Marketing Team: Apr 20, 2026 Energy companies now face a security problem that didn't exist a decade ago. The systems that run business operations... ###### 12 min read #### [Incident Response Planning: The Cybersecurity Lifeline Every Energy Utility Needs](https://www.serverless-solutions.com/blog/incident-response-planning-the-cybersecurity-lifeline-every-energy-utility-needs?hsLang=en) Serverless Solutions Marketing Team: Apr 13, 2026 Most energy and utility organizations are aware of the constant threat of a cybersecurity risk, but fewer have... ###### Let’s Talk ## Give your team IT support that actually works. Tell us about your environment and headcount and we'll put together a flat-rate proposal. No sales pitch — just a straight conversation about whether this is a fit. [Speak With an Advisor ](https://www.serverless-solutions.com/contact-us?hsLang=en) Serving Houston · Dallas · Austin · San Antonio and clients across Texas