Outsourced IT support. Your service desk, our engineers.

L1 is the first line: password resets, account and access requests, provisioning, basic troubleshooting, and triage of anything bigger. L2 takes what L1 cannot close — application and endpoint problems, M365 or Workspace administration, MDM and EDR work, and configuration changes. L3 is the specialist tier: root cause on recurring incidents, identity and ITSM engineering, runbook authoring, and the escalation point for L2. Through Zedtreeo, L1 and L2 seats are $6–$8/hour and L3 is $10/hour. Most teams start with L1–L2 and add an L3 seat once ticket patterns justify one.

Staffing, deliberately. You get named engineers who work in your ITSM platform, follow your runbooks and report to your IT lead. A managed service desk takes responsibility for agreed service outcomes. With our staffing model, you retain ownership of the queue, SLAs and escalation process. That is also why coverage is priced in seats rather than as a flat 24/7 promise: five seats support a 24/7 rota, with leave scheduled within that rota.

Yes. A dedicated seat works your clients' tickets inside your own PSA and RMM stack, under your brand and escalation rules, covering the hours you agree at matching — overflow, after-hours or holiday cover is a seat scheduled for those hours, month to month, rather than an ad-hoc callout. You remain the provider of record; we supply and employ the engineer behind you.

Dedicated IT helpdesk agents through Zedtreeo start at $6/hour ($1,056/month, $12,672/year) for L1 service desk roles and scale to $10/hour for L3 specialists and identity engineers. Per seat that is 85–89% below a fully loaded US helpdesk hire, before your own management time. For 24/7 cover, the five seats it takes run 66–81% below an equivalent US in-house rotation.

Median 7-10 business days from kickoff brief to first day of work, including screening, shortlist, your interviews, offer, NDA, tooling access, and onboarding. Internal US recruiting for the same role averages 30-45 days plus 2-4 weeks of ramp.

Dedicated full-time employees of Zedtreeo working exclusively on your engagement. They sit in your ticketing system, Slack support channels, attend your daily IT standups, and report to your IT lead. This is distinct from managed-services helpdesk where tickets route through a vendor's portal.

Yes, and here is the arithmetic rather than a headline. Round-the-clock cover is 24 × 365 = 8,760 staffed hours a year. One dedicated seat is 176 hours a month, or 2,112 a year. So continuous cover needs 4.15 seats before any allowance for leave, training or handover — four seats leaves you 312 hours short, and five is the first honest number. At the L1/L2 band of $6–8/hour that is $63,360–$84,480/year for five seats, against $250K–$330K for an equivalent US in-house rotation. A smaller pod is a real option, but it buys extended hours or follow-the-sun with gaps, not continuous cover, and we will tell you which one you are buying. Multiple time zones change when the hours land; they do not create extra staffed hours. Leave is not backfilled — your rota absorbs it. Five seats carry about 1,800 spare hours a year (roughly 45 working days per engineer), so staggered leave fits without a gap.

Size it by staffed hours. One seat is 2,112 hours a year, and leave is not backfilled — your rota absorbs it. US business hours (8 hours × 5 days, 2,080 hours a year) is one seat: $12,672–$16,896/year at the L1/L2 band. Extended hours (16 × 5, 4,160 hours) is two seats: $25,344–$33,792. Round-the-clock weekdays (24 × 5, 6,240 hours) is three seats: $38,016–$50,688. Those rosters have almost no spare hours, so on leave days you either accept a gap or add a seat — four for 24 × 5, at $50,688–$67,584. True 24/7 is five seats.

ITIL v4 Foundation is baseline at the mid and senior tiers. Specific framework certifications (ServiceNow, M365, Okta, Intune, CompTIA A+/Network+/Security+) are filterable in the role brief. We screen for tooling fluency in your specific ITSM platform during shortlist.

First 5 business days are a risk-free trial — if fit is wrong, we replace at no charge. Beyond the trial, we replace any agent at no charge for performance reasons and bridge with a backfill within 10 days.

Every agent signs your NDA before access. Where in-scope, BAAs (HIPAA) and DPAs (GDPR) are signed at the Zedtreeo level. Agents work on managed laptops with disk encryption, MDM, locked USB. Privileged-access workflows route through your PAM tool with approval gates intact.

Both. A common Year-1 entry pattern is overnight cover only, then expanding to a full pod after 90-day SLA proof. Eight hours a night, seven nights a week, is 2,920 staffed hours a year — two seats, not one. Adding weekend daytime (another 1,664 hours) makes it three. Pause or expand without contract penalty — engagements are month-to-month.