Outsource IT helpdesk and save $98,820/year per agent.
saved per year per agent. Replace a $111,300 fully-loaded US helpdesk hire with a dedicated remote L1-L2 specialist at $12,480/year — 80%+ savings on 24/7 coverage.
L1-L3 service desk, M365/Workspace admin, identity, MDM, EDR triage — dedicated agents placed globally starting at $5/hour. ITIL v4 aligned. Optional 24/7 follow-the-sun coverage across 3-4 timezones for ~$45K/year vs $280K in-house. SLA-backed, ticketed in your stack.
Where the $98,820/year per agent comes from.
Salary benchmarks reflect 2026 BLS data in major US metros. Net savings of 89% gross / 60–70% net · 80%+ on 24/7 are realistic once you account for management overhead.
| Cost Component | In-House (US) | Zedtreeo Dedicated | Annual Savings |
|---|---|---|---|
| Base salary (US Helpdesk Tech II) | $68,000 | $12,480 | $68,000 |
| Benefits + payroll taxes (30%) | $20,400 | Included | $20,400 |
| Equipment + software licenses | $4,200 | Included | $4,200 |
| Recruitment (15% of salary) | $10,200 | $0 | $10,200 |
| Office, IT, HR overhead | $8,500 | $0 | $8,500 |
| Total Year 1 | $111,300 | $12,480 | −$98,820 (89% gross / 60–70% net · 80%+ on 24/7) |
Six reasons buyers move first.
24/7 coverage at a fraction of US night-shift cost
A US after-hours support hire commands a 25-40% shift differential on a $55K base. The same coverage through Zedtreeo, placed in a natural-daytime offshore timezone, runs $5-$7/hr without a differential — the arbitrage is structural.
Ticket volume that doesn't justify a US FTE
Most mid-market companies sit in the 1,500-4,000 ticket/month range — too high for a part-time hire, too low for a senior IT manager plus 2 onshore L1s. A 2-3 person offshore pod is the cleanest fit.
Faster MTTR and higher first-contact resolution
Dedicated agents trained on your tooling hit 80%+ first-contact resolution on L1 within 60 days. HDI's 2024 industry benchmark for in-house desks is 70%. Time-to-resolve drops in parallel.
ITIL discipline without the in-house training overhead
Offshore support engineers are typically ITIL v4 certified or in-program. Practical knowledge of incident, problem, change, and request management is baseline, not a recruiting moat.
Cost-per-ticket drops from $54 to $8-$15
HDI 2024 puts in-house cost per ticket at $54. Outsourced dedicated models run $8-$22. On 3,000 tickets/month, the gap is ~$120K/year in run-rate savings before SLA-improvement gains.
Free up your senior IT lead
Most CIOs report the same problem: their best person is buried in tickets they should not touch. Outsourcing L1-L2 frees senior IT to focus on architecture, security, and procurement — where the ROI actually is.
From brief to first day of work.
Most engagements move from first conversation to a fully onboarded dedicated specialist in under two weeks.
Brief
45-min scoping. Volume, coverage hours, ITSM platform, SLA targets. Day 1.
Shortlist
ITIL screen + tooling test + 2–4 profiles with video intro. Days 1–4.
Interview
Optional paired ticket-resolution exercise against your sandbox. Days 5–7.
Onboard
ITSM access, MDM, SSO, runbook walkthrough. Days 8–10.
Manage
Agent reports to your IT lead. Quarterly SLA + MTTR business reviews.
Tiered by experience, not by tricks.
No recruitment fees, no minimums, no per-task surcharges. Month-to-month.
Standard
L1 service desk: password resets, ticketing, basic troubleshooting, provisioning.
- ✓Full-time dedicated
- ✓Your ITSM platform
- ✓Equipment + NDA
- ✓Replacement guarantee
Mid
L2 technical support, M365/Workspace admin, MDM ops, EDR Tier 1 triage.
- ✓ITIL v4 Foundation
- ✓Platform certifications
- ✓Application + endpoint depth
- ✓Mid-ticket ownership
Senior
L3 specialist, identity engineer, ITSM admin, pod lead, on-call coverage.
- ✓6+ years experience
- ✓Root-cause + runbook authoring
- ✓On-call rotation
- ✓Mentor L1/L2
Common questions.
If you don't see your question, our team usually replies within 4 hours.
How much does it cost to outsource IT helpdesk?
How fast can I hire an outsourced helpdesk agent?
Are these freelancers or dedicated employees?
Can I get 24/7 coverage?
Are your agents ITIL certified?
What if my outsourced helpdesk agent doesn't work out?
What about data security and end-user privacy?
Can I outsource just overnight coverage or only the full helpdesk?
Save $98,820 per seat. Year 1.
Get matched with a dedicated specialist in 48 hours. Free 5-day trial. No contracts. No recruitment fees.