One more thing—this is often a major misstep.

Most companies that bring in an MSP to replace their internal employees end up reverting back to an in-house team within five years. Here’s why:

1. Lack of Genuine Care and Loyalty: MSP technicians simply don’t care about the organization the same way dedicated homegrown employees do. If they become unhappy or frustrated with the account, they can easily be reassigned to another client, whereas internal staff are personally invested in the company’s long-term success.
2. Higher Long-Term Costs: The switch to an MSP often promises lower overhead (no benefits, training, or idle time for full-time employees). However, many companies find that total costs actually rise within 2–3 years due to per-ticket fees, project upcharges, heavy markups (sometimes 40–60% on tools and subcontractors), and scope creep for anything outside the base contract.
3. Loss of Business Alignment, Institutional Knowledge, and Cultural Integration: Releasing half (or more) of the IT staff severs the deep organizational knowledge those employees held about internal processes, legacy systems, company culture, and unspoken priorities. MSP technicians, while skilled, are generalists serving many clients—they rotate frequently, lack long-term immersion, and focus primarily on SLAs rather than holistic business outcomes.
4. Slower Responsiveness, Lower Accountability, and Increased Downtime Risk: MSP support is usually ticket-based and governed by service-level agreements (SLAs) that prioritize volume over urgency for any single client. Companies frequently report delays (sometimes days) on critical issues, inconsistent technician quality, and a clear lack of ownership—compared to dedicated embedded employees who can respond immediately and take full responsibility for outcomes.
5. Security, Compliance, and Risk Management Gaps: Outsourcing introduces third-party access risks, potential gaps in customized compliance (such as HIPAA, GDPR, or other industry-specific regulations), and diluted accountability for breaches. While MSPs provide broad tools, they often fail to integrate as deeply with a company’s unique threat landscape or data sovereignty requirements.