Dedicated IT engineers for one client
Dedicated Offshore Tech Pods: Your Own Offshore IT Support Team
A tech pod is an offshore IT support team of GoProIT engineers assigned to your company alone. Service desk, systems engineer and senior lead, inside a US-managed team, working your tickets in your channels during your business day.
- Named engineers, one client
- L1, L2 and L3 roles
- Mon–Fri 8am–8pm ET
- Custom quote
What a tech pod is
Most outsourced IT runs on a shared queue. Your ticket goes into a pool with every other customer’s, and whoever is free picks it up. That works for small teams. It stops working when you have hundreds of devices, your own processes and a backlog of projects.
A pod is different. The same engineers work on your account every day. They learn your systems, your naming rules, your VIPs and your vendors. They sit in your Teams or Slack channel. You know their names, and they know which office always has the printer problem.
This page covers IT operations pods: service desk, systems and infrastructure work. For web and app engineering pods, see Dedicated Remote IT Teams.
Roles in your offshore IT support team
Every pod is built from three levels. Tickets move up by scope, and each level writes down what it found before handing off.
- L1 service desk. First contact for your staff. Password and MFA resets, Outlook, Teams and calendar problems, printers, software installs, new device setup and standard requests. L1 is your offshore help desk and the voice your users hear most.
- L2 systems engineer. Admin work and problems that affect more than one person: Microsoft 365 or Google Workspace settings, device policies, patching, backups, network and VPN faults, and alerts from endpoint protection.
- L3 senior engineer and pod lead. Owns the account technically. Reviews changes, handles security incidents and complex problems, plans projects and runs the regular check-in with your team.
Example pod sizes
These are starting shapes, not fixed packages. We size the pod at scoping from your ticket volume, device count, number of sites and project list.
| Pod shape | Typical make-up | Good fit when |
|---|---|---|
| Starter pod | One L1 and one L2, with an L3 lead assigned to your account for escalations and change reviews | You want named engineers but your volume is steady and modest |
| Core pod | Two or more L1, one L2 and an L3 lead | You have several sites or a large remote workforce, and a list of projects waiting |
| Extended pod | An L1 group split across shifts in covered hours, two or more L2, and a dedicated L3 lead | You need the full 8am–8pm ET window staffed and ongoing project work alongside tickets |
How a dedicated offshore team ramps up
A pod that starts cold makes mistakes. We ramp up in steps, and we agree the timeline with you at scoping.
- Scoping call. We learn your environment, current support setup, pain points and what good looks like for you.
- Pod design and quote. You get the roles, covered hours, priority definitions and a custom price in writing.
- Knowledge transfer. We document users, devices, licenses, admin accounts, network, vendors and your existing runbooks. If you have an outgoing provider or internal admin, we work through a handover list with them.
- Shadow period. The pod watches tickets and works alongside your current support before taking ownership.
- Go-live. Your staff get the new contact routes, and the pod takes the queue.
- First review. After the first full month, the pod lead walks you through the report and the fixes we recommend.
How work gets assigned
- Tickets come into the ticketing system we agree at setup. L1 triages each one, sets a priority and either works it or escalates it.
- Requests from your managers, like new starters or access changes, follow a standard request list so they move fast.
- Projects sit in a separate backlog. The pod lead agrees priorities with your point of contact at the regular check-in, so tickets do not starve projects or the other way round.
- Changes that affect users or systems are written up, reviewed by the L3 lead and approved by you before they run.
Communication
Your pod works in your tools, not a separate portal you forget to check.
- A shared Teams or Slack channel for quick questions and live incidents
- The ticketing system for anything that needs tracking and reporting
- A regular check-in with the pod lead on open issues, projects and upcoming changes
- A monthly report on tickets, response targets, patch status, alerts and recommendations
Everyone on the pod works your business hours, inside Monday to Friday, 8am–8pm Eastern.
Response-time targets
Your pod works to the same priority targets as the rest of GoProIT.
| Priority | What it means | Response target |
|---|---|---|
| P1 critical | Business stopped, or a security incident | 1 hour |
| P2 high | A major function is down, or several users are affected | 4 hours |
| P3 normal | One user affected, and a workaround exists | Same business day |
| P4 low | Requests, changes and how-to questions | Next business day |
Response means a technician acknowledges the ticket and starts work. It is not a promise of when the fix is done. Targets are measured in covered hours and reported monthly.
Outside covered hours, automated monitoring and EDR alerts keep running, but nobody is on shift by default. A 24/7 on-call engineer for P1 incidents is available as a paid add-on. On-site visits are handled by vetted local partner technicians, also as a paid add-on.
Governance and security
An offshore IT support team only works if someone is accountable for it. Here is how we run that:
- A named lead. The L3 pod lead answers for the quality of the work and is your first escalation point.
- US-managed. Pods sit inside GoProIT’s US-managed team, which has engineers in the US and overseas.
- MFA. Our engineers use MFA on GoProIT’s own tools.
- Logged sessions. Remote sessions are logged.
- User approval. Remote sessions need the user’s approval, and the user can end a session at any time.
- Written changes. Changes go through review and your approval before they run.
Scaling the pod up or down
Your needs will change. A merger adds a site. A project ends. A busy season comes and goes.
- Scaling up: we add offshore IT engineers at L1 or L2, or move a role from part of the lead’s time to a dedicated seat. New engineers shadow the pod before they take tickets.
- Scaling down: we reduce seats and update the scope, keeping the lead and the documentation so nothing is lost.
- Changing the mix: if tickets drop but projects grow, we shift effort from L1 toward L2 and L3.
Notice periods for changes are set out in your agreement.
What a pod does not include
We would rather be clear now than argue about scope later. A pod does not include:
- Software licenses and subscriptions
- Hardware, such as laptops, docks, firewalls and printers
- On-site visits, which are a paid add-on through vetted local partner technicians
- Fixes inside a vendor’s own product, such as a bug in your accounting or ERP system. We open and chase the vendor ticket for you, but the vendor does the fix.
- Human cover outside Monday to Friday, 8am–8pm ET, unless you add the 24/7 on-call engineer for P1 incidents
Is a pod the right fit?
- If you want a fully managed service run to a scope, rather than named seats, look at Enterprise Remote IT Operations.
- If you are an MSP and want a pod working under your brand, see White-Label Managed IT Services.
- Pods can cover the full help desk, Microsoft 365 management and broader managed IT services work.
- Smaller team? The Business Support Plan at $49/user/month is usually a better fit than a pod.
Common questions
Are the engineers really dedicated to us?
Yes. Pod engineers are assigned to your account and work your tickets and projects. The L3 lead may be assigned part-time on smaller pods, and that is stated in your scope.
Where are the engineers located?
Pod engineers are GoProIT engineers working overseas, inside a US-managed team with engineers in the US and overseas. They work your hours, Monday to Friday, 8am–8pm Eastern.
How is this different from your Dedicated Remote IT Teams page?
That page covers mixed teams that include web and app developers. Tech pods are IT operations only: service desk, systems and senior engineering, with a set escalation path and response targets.
Can we talk to the engineers directly?
Yes. The pod joins your Teams or Slack channel. We still ask that anything needing tracking goes through a ticket, so it shows up in the monthly report.
What if an engineer leaves the pod?
The pod lead and the documentation stay with your account. A replacement engineer shadows the pod before taking tickets, so your users are not training them.
How much does a pod cost?
Pricing is a custom quote based on pod shape, covered hours and add-ons. Book a scoping call and we will send a written pod design with the price.
Design your tech pod
Tell us about your team, your sites and your ticket load. We will propose a pod shape, a ramp-up plan and a custom quote.