Between insourcing, outsourcing, and every possible hybrid model in between, it can be tough to know whether your current IT support structure is really serving your organization.
At Optimal we’ve spent more than 30 years helping law firms, associations, and consulting firms across the DC region design and refine their technology support models—including cases where we’ve “lost” business to internal resources. We’ve seen organizations thrive when their model is the right fit, and we’ve seen the costly disruptions that follow when it isn’t.
The truth is, there’s no single “right” model. The right model is the one that keeps your operations as secure, efficient, and scalable as you need them—without draining time and resources better spent elsewhere.
To help you evaluate your own setup, here are the five clearest signs it may be time for a change.
1. A Breach Reveals System Neglect
Nothing highlights IT shortcomings faster than a cybersecurity incident. Whether it’s an intrusion caused by outdated defenses or an accidental leak due to poor oversight, a breach can expose cracks in your support model.
To be clear: Not all breaches indicate problems with your IT team. But if the incident stems from a gaping vulnerability—or if the response to the incident is sloppy—that’s a problem.
2. A Major Disruption Reveals Lack of Depth
Sometimes misalignment becomes clear during a significant operational disruption. This might take the form of:
- A system down event. An outage that fully halts your work could indicate that your environment has been improperly maintained or architected.
- An empty bench. If the sudden departure of a key IT resource—like your IT Director—leaves you without system access or support, there’s a risky lack of continuity in your setup.
3. Performance Feedback Doesn’t Lead to Improvement
If you find yourself repeating the same concerns about responsiveness, communication, or results and you aren’t given any evidence of measurable improvement over time… that’s a strong signal your IT support model cannot deliver at the level you need it to.
4. IT Investments Are Always a Surprise
The occasional unexpected technology investment will happen, but take a close look at your support if you experience a pattern of:
- Surprise purchases. If unplanned hardware, software, or labor investments are difficult to swallow, you might need a model that provides more structured or comprehensive proactive planning.
- Unpredictable invoices. If being unable to anticipate your monthly billing for contracted services disrupts your budget, a fixed-rate service plan may suit you better.
5. Your Organization Has Outgrown Your IT Capabilities
Growth is a good thing, but it can strain some technology support models. You can “outgrow” capabilities in terms of:
- Capacity: IT resources are stretched too thin to respond as quickly or as effectively as you need them to.
- Expertise: Your team lacks experience with new or more sophisticated tools and can’t help you keep pace with your competitors.
- Specialization: Changes to your business (e.g. new compliance needs, acquiring an overseas office) are outside your IT team’s skillset.
- Service Level: You only see progress when you escalate concerns or inquire about technology trends yourself.
What to Do Next
If any of these signs sound familiar, we encourage you to step back and evaluate whether your current approach to IT is the best fit for where you are now—and where you’re going.
That doesn’t always mean a total overhaul. Sometimes it means supplementing your internal team with outsourced expertise. Sometimes it means replacing a reactive vendor with a strategic partner. And sometimes it means reimagining your support structure entirely.
Ready to Explore Your Options?
This companion article covers the support models we’ve seen mid-sized organizations thrive with—each with their own unique outcomes.
If you could use some help figuring out which is the right fit, our CIO team has spent more than 30 years helping law firms, associations, and consulting firms across the DC region design IT support models that truly align with their needs. Whether you’re considering a shift or just want a second opinion, we’d be glad to help you evaluate your options.