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The Evolution of Technology Support: A 2025 Update

Picture of Chelsea Zimmerman Chelsea Zimmerman : Mar 14, 2025 12:16:21 PM

managed IT
The Evolution of Technology Support: A 2025 Update
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A few years ago, I outlined what I called the Evolution of Technology Support—a roadmap that growing businesses tend to follow as their IT needs mature. From the early days of the "Chuck in the Truck" Break/Fix model to the adoption of outsourced managed IT services and, eventually, co-managed IT for larger organizations, the progression still holds true. But as we sit here in March 2025, the landscape has shifted. Technology has accelerated, threats have evolved, and the stakes are higher than ever. Let’s revisit this evolution and explore what’s changed—and what businesses need to know to stay ahead.

Break/Fix: Still Kicking, But Barely Breathing

The Break/Fix model—relying on a pay-by-the-hour tech like "Chuck in the Truck"—remains the starting point for many small businesses. It’s cheap, reactive, and gets the job done when something breaks. But in 2025, this approach is increasingly a relic. With cyber threats like ransomware now a daily headline (over 500,000 new malware strains emerge daily, up from 350,000 when I last wrote), reactive support isn’t just inadequate—it’s a liability. Businesses sticking with Break/Fix beyond their first handful of employees are playing Russian roulette with their data, their reputation, and their bottom line. The shift to proactive IT isn’t optional anymore; it’s survival.

Managed IT Services: The New Baseline

For companies with 10 or more employees, outsourcing IT to a managed services provider (MSP) has become the default. The flat-fee model—complete with 24/7 monitoring, patching, cybersecurity, and helpdesk support—still saves businesses from the payroll burden of a full-time IT hire. What’s new in 2025? The bar has risen. MSPs are no longer just about keeping the lights on; they’re expected to deliver advanced cybersecurity (think AI-driven threat detection), compliance expertise (with regulations like CMMC and FTC Safeguards tightening), and strategic guidance on emerging tech like generative AI and cloud-native infrastructure.

The rise of remote and hybrid work has also supercharged this phase. MSPs now manage distributed networks—securing endpoints in home offices and coffee shops alike—while integrating tools like Zero-Trust security models. The cost savings of outsourcing remain, but the value proposition has expanded: it’s not just about avoiding payroll taxes; it’s about accessing a depth of expertise no single hire could match.

Co-Managed IT: The Sweet Spot Evolves

When businesses hit 30–50 employees, co-managed IT—pairing an internal IT staff with an MSP—still makes sense. But the dynamics have shifted since my last article. Back then, I emphasized the benefits: coverage during vacations, shared toolsets, hiring support, workload balance, and access to cutting-edge knowledge. Those still apply, but the execution has gotten more sophisticated.

First, the cyberthreat landscape demands specialization. Ransomware-as-a-Service (RaaS) gangs and state-sponsored attacks mean internal IT staff can’t do it all. A junior admin might handle password resets, but they’re not equipped to fend off a supply-chain attack. MSPs in 2025 bring heavy artillery—think endpoint detection and response (EDR), Security Operations Centers (SOCs), and penetration testing—that internal teams can leverage without breaking the bank.

Second, the toolset advantage has grown. MSPs now offer platforms integrating AI for predictive maintenance and anomaly detection, tools once reserved for enterprise giants. 

Third, hiring has gotten trickier. The IT talent shortage persists, and with salaries for skilled engineers soaring, MSPs are more valuable than ever as partners.

Finally, the workload split has evolved. Internal IT isn’t just offloading helpdesk anymore; they’re focusing on business-specific projects—say, rolling out a new CRM or optimizing IoT devices on the shop floor—while MSPs handle the foundational stuff: security, compliance, and infrastructure uptime. It’s less about grunt work and more about strategic alignment.

The New Frontier: Beyond 50 Employees

What happens when you grow beyond 50 employees in 2025? The lines blur. Some companies build full-fledged IT departments, but the smartest ones keep their MSPs in the mix. Why? Scale brings complexity—think multi-cloud environments, global compliance, and insider threats. Even a robust internal team can’t keep pace with the rapid evolution of tech and threats without external firepower. The MSP becomes less a crutch and more a force multiplier, offering niche expertise that’s impractical to staff in-house.

The 2025 Imperative: Invest or Regret

The core truth from my original article still stands: every business decision relies on technology, and skimping on IT is a gamble you can’t afford. But in 2025, the stakes are existential. A single breach can tank your company—financially, legally, reputationally. AI-powered attacks are smarter, faster, and harder to spot. Meanwhile, technology adoption—think AI assistants, edge computing, and 5G-driven IoT—has ballooned, increasing your attack vector.

Co-managed IT remains the gold standard for mid-sized firms, blending internal agility with external expertise. But even at earlier stages, businesses need to think proactively. Ditch Break/Fix faster. Lean into MSPs sooner. And when you hire that first IT staffer, don’t go it alone—partner with a pro who’s seen the battlefield.

If you need a managed IT partner in Idaho, reach out to us at TotalCare IT.
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