At some point, most growing businesses hit the same question. IT has become too important to leave to "the person in the office who's good with computers", so what's the right next step? Hire someone, outsource to a managed IT provider, or a bit of both?
We're an outsourced IT provider, so you'd expect us to say "outsource". But the honest answer is that it depends on your size, your systems and what you need. This article sets out the real trade-offs so you can decide for yourself.
Why IT can't be an afterthought any more
Ten years ago, many small businesses could get by with a few computers, an email account and a printer. Today, almost every business depends on technology to work at all: email, cloud files, online banking, practice management or accounts software, remote access, phones and video calls.
At the same time, small businesses have become regular targets for cybercrime, mainly because they tend to have fewer defences than large companies. Clients, insurers and regulators increasingly expect you to show that their data is protected.
That combination means someone needs to own your IT properly. The question is who.
Option 1: Hiring in-house IT
Where in-house IT works well
- Someone is always on site. For businesses with a lot of hands-on work, such as constant hardware changes, on-site equipment or specialist machinery, having a person in the building is valuable.
- Deep knowledge of your business. An employee learns your people, processes and quirks in a way an outsider takes longer to.
- Full control of priorities. Your IT person works only on your business, in the order you choose.
For larger organisations with complex or custom systems, an internal IT team is often essential.
The real costs of in-house IT
The salary is only the start. When you budget for an IT hire, include:
- Employer's PRSI, pension contributions and other benefits
- Recruitment costs, and the time it takes to find the right person
- Training and certifications, which never stop in IT
- Tools and software: monitoring, security, backup and remote support tools are all extra
- Equipment and a desk
The limits of one person
Even a very good IT person is still one person:
- Holidays, sick days and evenings. Who covers when they're off, or when something breaks at 2am?
- Narrow skillset. IT now covers networks, security, cloud, Microsoft 365, backups, phones and compliance. Nobody is an expert in all of them.
- Key-person risk. If they leave, much of what they know about your systems often leaves with them, especially if nothing was documented.
- Getting pulled into everything else. In small businesses, the IT person often ends up doing projects, admin and "can you just look at this", and the important work like security updates and backup checks slips.
Option 2: Outsourcing to a managed IT provider
A managed IT provider, sometimes called an MSP, looks after your IT for a monthly fee. A good one acts like an IT department you share with other businesses.
What outsourcing does well
- A team, not a person. You get access to people with different specialisms: security, networks, Microsoft 365, backups.
- Cover all the time. Monitoring runs 24/7, and there's always someone available when your usual engineer is on holiday.
- Tools included. Professional monitoring, security and backup tools are part of the service, not extra purchases.
- Predictable cost. One monthly fee, usually far less than an extra salary, which grows or shrinks with your headcount.
- Documentation. A good provider documents your setup, so knowledge isn't locked in one person's head.
Where outsourcing can fall short
It's only fair to be clear about the downsides too:
- Not on site all day. Most work is done remotely. On-site visits need to be scheduled.
- The "call centre" problem. With some providers, you get whoever picks up the phone, and you explain your setup from scratch every time.
- Less tailored if you choose badly. A provider who doesn't take time to understand your business will treat you like every other client.
- Contract terms. Long contracts without a break clause can leave you stuck with a provider who isn't delivering.
Most of these are about choosing the right provider rather than about outsourcing itself. Ask who will actually look after you, and how quickly they respond.
A side-by-side comparison
| In-house IT hire | Outsourced IT provider | |
|---|---|---|
| Cost | A full salary plus PRSI, training and tools | A monthly fee per computer or user |
| Cover | When your employee is in | 24/7 monitoring and a team behind your engineer |
| Holidays and sick days | No cover unless you arrange it | Always covered |
| Skills | One person's experience | A team with different specialisms |
| Security tools | Bought and managed separately | Usually included |
| On-site presence | All day, every day | Scheduled visits |
| Knowledge of your business | Strong, but held by one person | Strong if you have a dedicated engineer, and documented |
Option 3: Both (co-managed IT)
There's a middle ground that works well for many businesses with 30 or more staff, or those with a lot of on-site work.
You keep an internal IT person for day-to-day, hands-on tasks, and a managed provider supplies the monitoring, security tools, out-of-hours cover and specialist skills. Your IT person gets backup and expertise; you get resilience without hiring a whole team.
If you already employ someone in IT, a good provider should be happy to support them rather than replace them.
How to decide
Ask yourself these questions:
- How many people and computers do you have? Under around 30 staff, outsourcing is usually the most cost-effective option.
- How much of your IT work genuinely needs someone in the building?
- What happens today when your IT person is on holiday, or when something breaks at night?
- Could you prove to an insurer or a client how your data is protected?
- If your IT knowledge walked out of the door tomorrow, how much would go with it?
What to look for in an IT partner
If you decide to outsource, the provider matters more than the model. Look for:
- A named, dedicated engineer who knows your systems
- Fast response: a real person on the phone, or a quick callback
- Security built in, not sold as an afterthought
- Clear, published pricing with no surprise invoices
- A fair contract with a break clause
- Honest advice, including telling you when you don't need something
How CastCom works
Every CastCom client has a dedicated engineer who knows their setup, backed by 24/7 monitoring and a support team for holidays and sick days. Security tools and Microsoft 365 backup are included in our Essentials service at €59 per computer per month. If we can't pick up your call, we'll call you back within 30 minutes during business hours. And if you already have someone in IT, we're happy to work alongside them.
The bottom line
In-house IT gives you a person in the building. Outsourced IT gives you a team, tools and constant cover for less than a salary. For most small and medium-sized businesses in Ireland, outsourcing, or a co-managed mix, gives the best protection for the money, provided you choose a partner who takes the time to know your business.
Not sure what your business needs? Book a Security Health Check for an independent view of your IT today, whether it's run in-house, by another provider or by nobody at all. Or see why businesses choose CastCom.