From Reactive Support to Managed IT Operations for a Regional Business

Challenge

A regional business with a mix of office-based and remote employees needed dependable IT support, stronger infrastructure oversight, and a more structured service model for day-to-day technology operations. The organization relied on Microsoft 365, Active Directory, endpoint devices, network equipment, wireless access, and a physical server environment — but lacked a single partner and formal process to keep everything running and accountable.

Approach

Safari Micro delivered a managed services model covering the full technology stack. Support requests were routed through Safari Micro's service desk and logged in ConnectWise Manage with defined priority tiers (emergency, urgent, high, normal) and documented response targets. Scope included desktop and end-user break/fix support, Microsoft 365 administration (Exchange Online, Teams, OneDrive, SharePoint, licensing), network support for switches, wireless access points, firewall, and internet circuits, proactive Active Directory monitoring and quarterly health checks, and physical server OS administration, monitoring, antivirus, and periodic updates.

Results

• Centralized IT support established for office and non-office employees
• Formal ticket tracking deployed through ConnectWise Manage for full request visibility
• Defined response expectations structured around business impact priority levels
• Ongoing management of Microsoft 365, Active Directory, server, endpoint, and network systems
• Proactive monitoring and periodic health checks implemented for core infrastructure
• Emergency remote support available through on-call engineering team outside business hours
• Clear boundary established between recurring managed services and separately scoped project work