Overview
Small and mid-sized businesses often need enterprise-grade IT support discipline without building a large internal operations team. Red Shore Solutions runs managed IT service desk delivery with clear ownership and reporting.
Common Challenges We Solve
- Internal IT teams are stretched across support and project work.
- Service requests pile up without reliable response windows.
- Leadership lacks clear visibility into service desk performance.
- Support quality varies by engineer or shift.
Scope of Service
- Ticket intake and service request execution.
- Incident triage and escalation management.
- Shift coverage planning and queue balancing.
- QA controls, coaching loops, and performance governance.
KPI and Reporting Model
- Response and resolution SLA compliance.
- First Contact Resolution (FCR) for repeat request types.
- Ticket aging and backlog trend visibility.
- Customer feedback trend and escalation cycle time.
How Delivery Works
- Baseline assessment of ticket volume and support categories.
- Service catalog and escalation workflow setup.
- Managed launch with KPI baseline and reporting cadence.
- Continuous improvement through monthly operating reviews.
Ideal Fit
- SMBs needing reliable service desk coverage without building full internal management layers.
- Teams that prefer a partner accountable for day-to-day support outcomes.
Frequently Asked Questions
Is this a fully managed model?
Yes. We manage staffing, operations execution, quality, and reporting.
Can you support hybrid or remote workforces?
Yes. We design operating routines for distributed users and multi-site teams.
Do you handle both incidents and requests?
Yes. Delivery can cover both break/fix incidents and standard service requests.
How quickly can the service desk launch?
Launch timing depends on tooling and process readiness, but most programs can phase in quickly with a controlled rollout.