Scalable IT Helpdesk
IT services are critical to most organization’s daily operations but can be cost prohibitive for small organizations. Choose a Lion Solutions IT Service offering that can be scaled to fit your organization.
Types of IT Helpdesk Services Offered
Managed Helpdesk
Remote IT Helpdesk and data security solutions.
A complete managed services support model provides a great option for small organizations that have a more predictable growth model, small infrastructure presence of hardware and don’t require onsite support frequently.
Hybrid Helpdesk
Remote IT Helpdesk and data security solutions + 1 full-time, hybrid IT staff member.
.A dedicated staff member plus the managed services support model provides the best option for small/medium organizations that are growing continuously, possess a moderate infrastructure presence of hardware and require onsite support on a more consistent basis.
Support Services
Hybrid full-time IT support staff.
A complete support services model provides the best option for medium/large organizations that are growing continuously, possess a larger infrastructure presence of hardware and require onsite presence on a daily basis.
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Ideal for organizations with 15+ employees that require outsourced IT services including data security solutions.
Pros:
Complete remote support from any location.
Experienced, qualified, certified staff.
Adaptable for customer growth.
Annual contract for fixed cost model (monthly recurring).
Cost savings based on flexible support model.
More cost effective than in-house IT support technicians.
Continued productivity and operability for employees no matter their location.
Security software solutions are included for laptops and mobile devices.
Cons:
Will not have dedicated support staff onsite.
Additional cost for O&M of any onsite peripherals other than laptops/mobile devices.
Additional cost for special projects.
Additional cost for onsite support services.
Customer/Employee adaptability to complete remote support.
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Ideal for: Organizations with 15+ employees that require outsourced IT services including data security solutions with onsite support staffer.
Pros:
All Pros from the Managed Helpdesk option
Will have flexible IT support staff onsite when required.
Provides flexible cost for some O&M onsite hardware support.
Provides flexible cost for some special projects.
Provides flexible cost for onsite support.
Provides some adaptability of supporting onsite staff growth and infrastructure support.
Adapts to some onsite requirements for customer service delivery and engagement.
Cons:
SLA dispatch cost varies for nights & weekends, holidays and emergencies.
Does not eliminate cost for additional special projects but may alleviate the frequent cost of a dedicated support staff.
Dispatch team experience and availability could define the level of resolution.
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Ideal for: Organizations with 15+ employees that require dedicated full-time technology support staff or staff augmentation.
Pros:
Dedicated IT support staff onsite or remote.
Minimal additional cost for special projects (if any).
Most adaptable for supporting onsite staff growth and infrastructure support.
Adapts to onsite requirements for customer service delivery and engagement.
Highly trained and continuous development provided by partner.
Higher availability for tech support staff with multiple provided.
Service levels and customer support turnaround would be optimized.
Cons
Highest cost model since full-time technology professionals are provided.
Eliminates most costs for additional special projects.
FTE must be the right fit for your organization.
Security software solutions are not included for laptops and mobile devices and will require additional pricing from our Procurement Services.
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Cloud Security tool options:
Remote Management and Monitoring (RMM)
IT Service Management Ticketing/Triage
Patch and Vulnerability Management
M365 Email Security
M365 SaaS backup
Managed Detection Response - Endpoint Protection
Zero-Trust Application Protection
Internet Web filtering
Ransomware Backup / Recovery
Password Manager
MFA and 2FA Management
Mobile Device Management
Cybersecurity Awareness Training
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Managed Helpdesk Option comes in four tiers:
Lite Package: (Tier 1 w/Escalation only): $100 - $115 per month (per employee).
Essentials Package: $115 - $125 per month (per employee).
Standard Package: $125 - $135 per month (per employee).
Premier Package: $135 - $145 per month (per employee).
Hybrid Helpdesk:
Managed Helpdesk cost per selected tier (see above) and $125 - $150 hourly per hybrid staff.
Staff cost is based on the level of expertise required by the organization (e.g., Junior, Mid, Senior IT staff) and SLA requirements.
Cost estimates can be discussed during consultation to determine the organization’s staffing forecasts.
Support Services:
IT Support Services are fully customized to each organization.
A cost estimate will be provided following consultation to determine the organization’s needs for staffing, services, and solutions.
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Minimum of 15 employees.
Minimum 18-month contract.
One-time onboarding fee equivalent to Monthly Recurring Rate (MRR) (fee is waived with Managed Helpdesk Premier Package (with or without Hybrid Support)).
Early cancelation fee is 3-months of MRR cost outside of 3 months contract expiration.
Includes:
Helpdesk resolution for Tier 1/Tier 2/Tier 3 support. (subscription option dependent)
Security software platforms for laptops and mobile devices. (excluding the “Lite” option)
Vendor escalation (based upon in/out of scope agreement).
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Windows 10/11, MacBooks, iPhone and Android devices on latest/supported operating system version.
Standard Microsoft/Office 365 and Google Workspace SaaS standard ticketing support.
3rd party applications standard ticketing support for business defined applications (ex. Dropbox, Box, Slack, etc.).
Password resets and new account provisioning/deprovisioning.
Standard peripheral support for mouse/keyboard/printer/scanner/fax troubleshooting.
Escalation to customer point of contact (POC) or direct Service Provider options.
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Out of Scope for Managed Helpdesk option:
External/Internal Pen Testing, Security Audits, Security Assessments, Governance and Compliance Management.
Non-supported business applications (list will be provided during discovery meeting).
Any operations and maintenance that will fall under the O&M subscriptions.
Any special projects that will fall under the Professional Services scope of work.
*Some functions can be managed separately under the Operations & Maintenance and Professional Services Add-on Options.
*Hardware/Software lifecycle management, purchasing and maintenance subscription management can be fulfilled through our Procurement VAR services.
At Lion Solutions, “We Listen, We Observe, We Collaborate, We Deliver.”
Standalone or Add-on Services
Managed O&M
Managed Operations and Maintenance (O&M) reduces the burden on an organization’s internal staff for patch and vulnerability management, event monitoring and alert management, performance optimization, and quarterly operations recommendations to improve security compliance, and reduce operational downtime.
Special Projects
If your organization needs IT expertise to manage projects, we can provide estimates per project. Additionally, for Managed IT Helpdesk clients, any special project that does not fall into scope of maintenance activities will be optional and provided as a Scope Of Work (SOW) and presented as a contract.
Procurement
If your organization requires tools that are secure, compliant, and cost-effective, we simplify vendor selection, licensing, and lifecycle management so you can focus on mission-critical outcomes. Whether you're upgrading infrastructure, scaling cloud environments, or acquiring specialized software, we align every purchase with your goals and budget.
Customer Onboarding
Our onboarding process has 5 phases:
Discovery: We assess your current IT environment, support needs, and business goals to establish a clear foundation of the environment.
Review: Our team evaluates existing workflows, service and compliance gaps including new requirements and key priorities.
Plan: We recommend a helpdesk option with consideration of solution integration, existing vendor management and business alignment.
Implement: Our technicians deploy tools, onboard users, and activate support channels with minimal disruption through a phased approach.
Analyze: We monitor performance, gather feedback, and refine processes to ensure continuous improvement and client satisfaction.