You hear this often: “I don’t want to work with an MSP, because I want my IT people sitting right here where we can talk to them.” The idea here is a good one, having your IT people, or at least certain IT roles that need to interact with end users and “other humans” often makes total sense. You can communicate better, get more involved socially, build better relationships – being “part of the team” has major value.
What is incorrect, though, is the idea that because you work with an MSP that you do not have that option. Maybe some MSPs will not offer it, but many (including NTG) absolutely offer their own staff to sit full or part time in your facility allowing them to act and react just like an internal employee would but with the added benefits of the MSP infrastructure and ecosystem.
There is nothing in the MSP model that dictates that staff need to be offsite, or shared between customers. In fact, an entire MSP could be dedicated to a single customer, although this would generally be impractical for everyone involved.
More typically, what we see, are hybrid models where some MSP staff are full time, dedicated, and on site with a single customer and tend to handle functions that deal directly with people often such as helpdesk, deskside support, training, and security. Then other resources are shared, and off site handling tasks with little to no human interaction like automation, server management, or similar. This can allow for the big cost savings and skill benefits of an MSP, while keeping the “face to face, immediate response” nature of having the IT team sitting in the office with everyone else.
Considering using an MSP should not make you feel like you are choosing one mode of operating over another, nor that you are giving up options: with the right MSP partner, you should have more options, more flexibility, and more capability than ever before.