Tech Talk: What Does a Managed IT Team Actually Do?
Welcome to Tech Talk, a new blog series from Intermax where we sit down with our Managed IT Services (MSP) team to answer the questions businesses ask most. Whether you’re already outsourcing your IT or wondering if managed services are right for your organization, this series is designed to pull back the curtain on what we do and why it matters.
In our first Tech Talk, we sat down with MSP Director Pat and Team Manager Nato to discuss what managed IT really looks like, what makes the Intermax team different, and why building long-term relationships is at the heart of everything we do.
Q: For someone who doesn’t know what your team does, how would you describe it?
Pat: One way I like to explain it is that we’re like having a part-time employee, except instead of relying on one person, you get an entire team of specialists.
You’re not hiring one IT generalist to figure everything out. You have experts in servers, Microsoft 365, cybersecurity, networking, cloud services, infrastructure, and more. When you need help, the right specialist is already part of your team.
That’s one of the biggest advantages of managed IT. You get access to a wide range of expertise without the cost of hiring multiple full-time employees.
Q: Why is that important for businesses?
Pat: Businesses today depend on technology more than ever. Instead of hoping one person knows everything, you have a team that’s constantly learning and staying current.
We spend a lot of time talking with other IT professionals, following industry trends, learning new tools, and figuring out better ways to help businesses. Technology changes constantly, so continuing education is just part of the job.
Q: What makes the Intermax MSP team different?
Pat: We manage thousands of endpoints across a wide variety of businesses. That means we’ve seen almost every type of computer, network, configuration, and problem imaginable. Every business thinks their network is completely unique, and while every organization has different needs, the reality is we’ve solved similar challenges many times before. There’s deep technical expertise behind what we do, but our goal is simple: Make technology work so our customers can focus on running their business.
Q: One challenge you mentioned is convincing businesses to actually switch IT providers. Why is that so difficult?
Pat: Change is scary.
A business might tell us they’re unhappy with their current IT company. We meet with them, answer their questions, demonstrate our expertise, and they leave feeling confident.
Then they go back to fire their current provider.
That’s usually when the current provider suddenly promises to fix everything.
Sometimes that works, and the customer decides to stay. It’s a lot like a relationship that’s struggling. Trust may be damaged, but people often want to give it one more chance.
Our job isn’t just proving we’re technically capable. We also have to help customers picture what life looks like after making the switch and show them that the transition can be smooth.
Q: Do you often win customers away from other IT companies?
Pat: Not as often as people might think.
If another managed service provider is doing a good job, customers usually stay with them. That’s actually how this business should work.
Most of our long-term customers stay because we’ve built trust over many years.
Sometimes another provider changes ownership or customer service declines, and businesses start looking for alternatives. That’s when we often have conversations.
But we’re not built around taking customers away from good providers. We’re built around building long-term relationships.
Q: Why do so many customers care that Intermax is local?
Nato: I’ve answered thousands of customer phone calls over the years, and one question comes up all the time:
“Where are you located?”
When I tell them I’m right here in North Idaho, they’re often surprised.
Many people assume they’ll be talking to someone across the country or overseas. Instead, they’re talking to someone who understands their business, their community, and could even drive to their office if needed.
That local connection matters.
Your Business Deserves a Team, Not Just an IT Provider
Managed IT is about much more than fixing computers when something goes wrong. It’s about having a trusted team that understands your business, stays ahead of changing technology, and helps you solve problems before they become disruptions.
At Intermax, we believe strong partnerships are built on trust, expertise, and being there when our customers need us. Whether it’s our team of specialists working behind the scenes or a local technician answering the phone, our focus is always the same: helping businesses stay productive and secure.
Stay tuned for more Tech Talks!
Find Connection with Intermax
Locally owned and operated since 2001, we’re proud to offer high-speed wireless internet, fiber, voice services, and more to thousands of residential and commercial customers.
Headquartered in Coeur d’Alene with offices in Spokane, Seattle, Sandpoint, and St. Maries, Intermax is the local’s choice for reliable service in hard-to-reach places.
Our friendly support team is here to answer any questions you may have. Visit Intermax, or call us at (208) 568-7979, today!
