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Co-Managed IT Support & Insourced IT Technicians | AIM IT Services

Co-Managed IT Support & Insourced IT Technicians

A person pointing at a laptop screen during a collaborative IT support session

Flexible Co-Managed IT Support That Strengthens Your Internal IT Team

When your internal IT team is stretched thin, lacks specialized expertise, or needs scalable support, co-managed IT services provide the flexibility to grow without hiring full-time staff. AIM IT Services is a Managed Service Provider (MSP) offering co-managed IT services and IT staff augmentation for businesses in Phoenix, Portland, and Central Wisconsin. We work alongside your existing IT department to provide additional help desk support, on-site technicians, cybersecurity expertise, compliance guidance, and infrastructure management.

We don’t replace your team.

We empower them.

IT Staff Augmentation & Dedicated On-Site Technicians

Your Internal IT Team, Strengthened by AIM’s Managed Service Expertise

AIM’s dedicated IT technicians work directly inside your environment while being fully supported by AIM’s senior engineers, cybersecurity specialists, and service leadership. This co-managed IT approach ensures your organization receives hands-on support backed by the structure, tools, and expertise of an experienced Managed Service Provider.

Having a dedicated on-site IT technician is like having a consistent, embedded technical resource focused on your daily operations. Their physical presence enables immediate troubleshooting, user support, and infrastructure oversight, reducing downtime and improving overall system stability. When more complex issues arise, they escalate seamlessly to AIM’s broader engineering and cybersecurity teams—keeping your internal IT department focused on strategic priorities instead of constant interruptions.
Dedicated IT support team working on-site in a modern office

Core Benefits of Dedicated IT Support

Dedicated on-site or hybrid IT technician aligned to your business

Backed by AIM’s team of senior engineers and specialists

Access to structured ticketing, collaboration, and documentation systems

Standardized workflows and defined escalation paths

Predictable monthly costs without expanding internal headcount

Access to advanced IT management and cybersecurity tools like NinjaOne, Hudu, Huntress, Defender, Afi, and more

FAQs: Dedicated On-Site IT Technicians

Yes. Your on-site technician can escalate directly to AIM’s senior engineers and cybersecurity specialists as part of our co-managed IT support structure.

Your organization manages day-to-day priorities and direction. AIM provides technical oversight, ongoing training, performance management, and access to our full Managed IT Services team.

Yes. IT technicians operate within AIM’s centralized ticketing and documentation platform ATMSv2, ensuring structured workflows, clear escalation paths, and visibility across your entire IT environment.

AIM provides backup coverage through remote support and senior-level engineers as needed, ensuring continuity and minimizing downtime.

Co-Managed IT Services

Strengthening Your IT Team with Tools, Expertise & Structure

Co-managed IT blends your internal team’s strengths with AIM’s specialized technical resources, cybersecurity stack, and operational structure.

How IT Co-Managed Support Works

Your team stays in control. AIM fills the gaps with the tools and expertise they need.

Your Team and AIM IT Services:

User support and on-site visibility
User Support & On-site Visibility

Your internal tech provides day-to-day user support and on-site presence, while AIM steps in for advanced troubleshooting when issues escalate.

Day-to-Day User Support On-Site Presence Escalation to Senior Techs
Business context and strategic planning
Business Context

Your team brings deep knowledge of how your business operates, while AIM adds strategic planning and CIO-like guidance.

Strategic IT Planning Lifecycle Planning CIO-Level Guidance
Existing tools enhanced by AIM
Existing Tools

You continue using the tools your team relies on, enhanced by AIM’s enterprise-grade monitoring, security, and backup solutions.

Monitoring & Alerting Backup & Recovery Security & Compliance
Shared platform familiarity with staff
Familiarity with Staff

A shared ATMSv2 platform allows your team and AIM to collaborate in the same workspace. This improves response times and ensures everyone has full context when resolving issues.

Shared Ticketing Onsite Assistance Real-Time Collaboration
Focus on core responsibilities
Focus on Core Responsibilities

AIM supports projects and specialized technical needs, allowing your internal team to focus on their core responsibilities. This reduces burnout and keeps IT aligned with business priorities.

Reduced IT Burnout Specialized Support Project Assistance

FAQs: Co-Managed IT Services

No. Our co-managed IT services are designed to support and strengthen your internal IT department. We collaborate with your team by handling complex, specialized, or time-consuming responsibilities while you maintain leadership and control.

Yes. Your internal IT staff has full access to our centralized ticketing and collaboration platform to create, assign, manage, and escalate support requests within the co-managed IT framework.

Your team can escalate issues directly to AIM’s senior engineers and cybersecurity specialists for advanced troubleshooting, project assistance, or specialized expertise.

Yes. As part of our co-managed IT services, we provide senior-level technical leadership, budget planning, lifecycle management, risk assessments, and long-term IT roadmapping.

ATMSv2: AIM Technology Management System

Your Centralized Ticketing Platform & Client Support Portal

ATMSv2 is AIM’s client-facing support portal used for submitting tickets, communicating with AIM support, collaborating with internal and insourced technicians, and keeping technology organized.

ATMSv2 client support portal dashboard

What ATMSv2 Provides

Ticket Assignment & Collaboration

Assign tickets, collaborate across teams, and work together inside a shared system to resolve issues efficiently.

Direct Escalation to Senior Technicians

Escalate complex issues directly to AIM’s senior-level technicians without delays or unnecessary handoffs.

Organized Communication Threads

Keep all conversations, updates, and technical details organized within each ticket for full visibility.

Self-Service Ticket Submission

Submit support requests quickly through a client portal without emails, calls, or manual follow-ups.

Seamless Single Sign-On (SSO)

Access ATMSv2 securely using single sign-on for a fast, frictionless login experience.

Integrated Tools & Monitoring

Connect NinjaOne, Hudu, and monitoring tools to centralize visibility and streamline support workflows.

FAQs: AIM’s IT Support Portal ATMSv2

No. ATMSv2 is a shared support portal used by both AIM and our clients. It gives your team visibility into tickets, communication, escalations, and support activity in one centralized place.

ATMSv2 can be used by your internal IT team, designated staff, managers, and AIM technicians. Access can be structured so the right people can submit, review, and collaborate on tickets efficiently.

Yes. ATMSv2 provides real-time visibility into ticket updates, responses, assignments, escalations, and related communication so your team can stay fully informed.

Yes. ATMSv2 can also support broader collaboration around service requests, project coordination, technician communication, and structured operational workflows.

Yes. ATMSv2 supports organized documentation and connected workflows, helping your team and AIM technicians work with better context, faster troubleshooting, and clearer handoffs.

Ticketing & Collaboration (Powered by ATMSv2)

ATMSv2 is the shared platform for both AIM and your team, ensuring everyone collaborates inside the same workspace.

Team collaboration around a shared support workspace

Shared ticketing and communication

Shared ticketing and communication

Real-time visibility into active requests

Documentation attached directly to relevant assets

Direct escalations to senior-level technicians

Organized project tracking

A single location for all support interactions

24hr Response

Ready to Strengthen Your Internal IT Team?

Whether you’re looking to insource a technician or enhance your internal team through co-management, supported by ATMSv2 and our team of senior-level technicians, AIM IT Services provides the tools, structure, and expertise you need. Fill out the form below and our team will get back to you within 24 hours to discuss your project needs and create a customized solution that perfectly fits your business goals.

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