You hired someone else to handle your IT so that you wouldn’t have to spend hours searching for help desk tickets or stressing out about downtime during busy business hours. But it appears your outsourced IT provider is giving you more trouble than they’ve been fixing recently.
If this sounds familiar, you’re not alone. Over 51% of small and medium-sized businesses (SMBs) want their managed service providers (MSPs) to suggest modern solutions, according to Microsoft in 2022 proactively. This trend could lead to companies switching providers before 24 months into partnership.
When IT Starts Creating Problems Instead of Solving Them
You probably didn’t sign up for staff complaints about slow systems, nighttime backups, or stuck tickets. However, as your company grows, fractures in your outsourced IT collaboration might slowly widen until the damage becomes difficult to overlook. Things that didn’t happen often may now be daily, or you may have simply outgrown your provider’s skills.
These are ten real-life signs that your IT management service provider may be holding back your business and what you should look for instead.
1. You’re Still in Reactive Mode
Your IT company may not be doing an adequate job of proactive IT if you have to deal with system crashes, slow networks, and missed security patches all the time.
MSPs should be able to see problems coming before they happen instead of just fixing them when they do. Maintenance that stops issues before they happen, managing patches, and real-time tracking are now expected.
2. Response Times Are Slow (and Getting Slower)
Do service tickets go back and forth for hours or even days without being answered? According to a report by Zendesk, 51% of customers expect a response within 5 minutes on the phone. When your team can’t count on consistent, immediate assistance, they are less productive and have lower morale. Excellent IT support does not leave you guessing.
3. You’re Explaining the Same Problems Again and Again
Repetition raises red flags. It’s not smart to keep telling your service provider about the same network drops or printer problems month after month and expect them to handle each one as if it were the first time. Proper IT management searches for patterns, finds out why problems keep happening, and fixes them permanently, not just briefly.
4. Your Network Is Sluggish or Unstable
Lagging apps. Dropped video calls. Cloud backups that stall halfway through. These are signs your network management isn’t where it needs to be. A capable MSP should ensure your infrastructure is optimized for speed, uptime, and performance across all locations and users, especially with hybrid work here to stay.
5. Security Feels Like a Checkbox, Not a Strategy
If your company solely discusses antivirus and firewalls, it is outdated. A modern way to outsource IT includes regular risk assessments, monitoring of endpoints, incident reaction plans, and employee training.
The FBI IC3 Report says cybercrime cost U.S. businesses more than $10.3 billion in 2022. Your service provider should be aware of the information and take it carefully.
6. You’re Left Out of the Tech Conversation
Excellent providers don’t just fix. They advise. If you’re making IT decisions without their input or they appear uninterested in aligning with your goals, there may be a disconnect. Part of the service should be strategic advice on tools, upgrades, or moving to the cloud. This is especially important when looking at the pros and cons of switching to a managed IT service provider.
7. You’re Not Sure What You’re Paying For
If you get a monthly bill with unclear service lines or charges that don’t make sense, it’s time to raise a question. Payment, reporting, and service-level agreements (SLAs) must be clear. A reliable partner should be able to demonstrate the value they bring to the table and how it helps your business.
8. You’ve Outgrown Their Capabilities
Not every MSP can grow with your business. While your current MSP was adequate when your team consisted of only 10 people in one location, it is no longer functioning as efficiently now. This indicates that you have 50 people who are either working in one office or from home. They are distributed between one office and those ice and working from home. IT support staff shortages or outdated devices should never stop a business from growing.
9. Communication Is Fragmented or Unprofessional
Need to follow up with your account manager to get news? Do support tickets disappear amidst a plethora of email correspondence? Is there no clear way to step things up? Poor communication is not only annoying, but it can also make it impossible to make decisions. A modern provider should have centralized tools for communication, transparent processes, and personal contacts.
10. You’re Thinking, “There Must Be Something Better Out There”
This one might be the most significant sign of all. Trust matters, and if that’s eroding, it’s worth asking: how do I choose the right managed IT service provider for my business? It starts with transparency, strategic thinking, and proactive care.
The Hidden Costs of Sticking with the Wrong IT Provider
Let’s talk about how much it costs not to act.
For some companies, IT downtime costs more than $9,000 per minute. Poor IT causes wasted productivity, angry employees, missing sales, and compliance problems, even for small businesses.
The potential cost is another thing to think about. What else could your team do if they weren’t wasting hours on support tickets?
Switching providers doesn’t just solve problems. You can also get better service, protection, and the ability to grow.
Making the Switch: What to Look for in a Better Partner
If the signs are stacking up, you’re likely wondering how to choose the right managed IT service provider for your business.
Search for a partner who:
- Offers clear SLAs and consistent communication
- Prioritizes proactive IT practices, not just reactive fixes
- Delivers real-time network management visibility
- Has a track record of helping businesses scale
- Treats cybersecurity as a core function, not a side job
- Advises you like a strategic partner, not just a vendor
They should give you peace of mind, knowing that your business is safe, running at its best, and ready for whatever comes next.
Final Thoughts: Let’s Talk About What Better Looks Like
The first step is to learn how to spot a managed IT services company that isn’t doing its job well. Taking action on them leads to growth, safety, and trust in your processes.
You’re not alone if you’re having trouble with support delays, problems that keep happening, or just a feeling that your business needs more. There is a better way to move forward.
Plexus Technology has been helping companies in the Phoenix area with their IT needs for more than 17 years. They offer reliable IT support and expert IT management. Our proactive IT approach, open communication, and deep technical knowledge help customers avoid downtime and regain faith in their technology.
It might be time for a change if these things happen to you. Contact Plexus Technology now.
