Outsourced IT Support: The Biggest Challenges and How to Prevent Them

Outsourcing IT sounds pretty appealing on paper. You get expert support, you don’t have to manage the tech yourself, and often, it looks like you’re saving money compared to building a full in-house team.

And honestly, for a lot of businesses, outsourcing IT is a smart move. But like anything, it’s not without its downsides. And if you’re considering outsourcing your IT, it’s important to understand both sides of the equation.

Let’s start with one of the most common challenges: control. When you outsource IT, you’re essentially handing the keys over to another company. They’re managing your systems, your data, your security - all the pieces that keep your business running. And while that can be great, it also means you give up a certain level of control. If their priorities don’t always match yours, you might find yourself waiting longer than you’d like for certain projects or running into some friction when urgent needs pop up on your end but they’re busy with another client.

Communication. Any good partnership depends on clear, reliable communication - and IT is no different. But when your IT provider isn’t in-house, there’s always a bit of a gap. Maybe their support team is in a different time zone, or maybe you’re dealing with a ticketing system that feels more complicated than helpful. If there’s ever a misunderstanding about what you need or when you need it, that can slow things down or lead to mistakes.

Security. Security is another big one. When you outsource IT, your provider usually has access to sensitive company data, employee information, and sometimes even your client data. If your provider isn’t following strong security practices, that puts your business at risk. Data breaches, cyberattacks, and compliance issues are real concerns. So, you want to be absolutely certain that any IT company you work with takes security seriously - and that your contract spells out exactly how your data is being protected.

Cost. Then there’s cost. A lot of businesses turn to outsourcing because, at first glance, it seems more affordable than staffing an internal IT department. And often it is - but there can be hidden costs. Sometimes, the basic services are covered under your contract, but anything extra - like emergency support, projects, upgrades, or even adding new users - might come with additional charges. If you’re not careful, those extras can add up quickly. That’s why it’s so important to read the fine print, ask questions, and fully understand what you’re actually paying for before you sign.

Personalization. Another thing to think about is personalization. An in-house IT team knows your business inside and out. They work alongside your staff every day. With an outsourced provider, you may not get that same level of familiarity. While good providers will absolutely try to learn your business, sometimes their solutions feel more like one-size-fits-all. And if you’ve got very specific needs or want an IT partner who truly feels like part of your internal team, that’s something to keep in mind.

Providers can change. And finally, providers themselves can change. Maybe they get bought out, go through leadership changes, or shift focus to a different kind of client. If that happens, you might suddenly find yourself needing to switch providers - which is never fun when you’re trying to keep your business running smoothly.

Now, with all that said, outsourcing IT can absolutely be a great decision if you go into it with your eyes open. Understanding these potential downsides up front helps you ask better questions, find the right provider, and build a partnership that actually supports your business goals.

And if you want some practical advice on how to avoid these downsides, check out our video, How to Avoid the Downsides of Outsourcing IT, where we walk through exactly how to make outsourcing work for your business.

Before you sign anything, take the time to ask questions, read the contract carefully, and make sure the provider is a good fit for your company. A little extra effort upfront can save you a lot of headaches later.

Still have questions or need assistance with outsourcing IT? Schedule a call with us or visit our Learning Center for more information. We're here to help!