IT Support & Systems Administration
IT Support & Systems Administration.
Keep your workforce operational with secure, enterprise-grade endpoint management and Tier 1/Tier 2 escalations.
The fastest way to frustrate a U.S. workforce is to outsource internal IT support to a legacy offshore call center. Script-reading agents, language barriers, and lack of true system access create endless ticket loops. Meanwhile, paying $80,000+ for domestic Tier 1 support technicians drains the IT budget and burns out your senior engineers who end up catching the overflow.
Thadium fixes the internal support model. We deploy native English-speaking, highly empathetic, and technically certified IT Support Pods from our managed Accra office. Operating with direct timezone overlap, our teams integrate into your ITSM platform to provide flawless user experiences, strict endpoint security, and seamless identity lifecycle management.
Operational Capabilities
Your Thadium Pod acts as your front-line IT department, managing the day-to-day friction of a distributed workforce so your domestic senior engineers can focus on infrastructure and architecture.
Global Help Desk (Tier 1 & Tier 2)
Rapid response and resolution for internal employee issues. From password resets and software troubleshooting to complex OS-level escalations, we provide support that actually solves the problem on the first touch.
Systems Administration & Identity
Complete management of the user lifecycle. We handle complex onboarding and offboarding pipelines, role-based access provisioning, and day-to-day administration of Microsoft 365 or Google Workspace environments.
Endpoint Management (MDM)
Securing your remote workforce. Our sysadmins configure and monitor MDM profiles, push critical OS patches, enforce disk encryption, and execute remote wipes for lost hardware, ensuring compliance with your Zero Trust architecture.
Asset & License Management
Tracking the lifecycle of your hardware and software. We monitor SaaS license utilization to eliminate shadow IT and manage hardware procurement/deprovisioning workflows.
Core Supported Ecosystems
Our Pods adapt to your internal tooling. Core competencies include:
ITSM & Ticketing
Jira Service Management, Zendesk, ServiceNow, Freshservice.
Workspace & Identity
Microsoft 365, Google Workspace, Active Directory, Okta.
Endpoint Management (MDM)
Microsoft Intune, Jamf Pro, Kandji.
Remote Support
BeyondTrust, TeamViewer, AnyDesk.
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Engagement Scenario
The Scaling Workforce Overload
The Challenge
A U.S. healthcare tech startup scaled from 200 to 600 employees in one year. Their small internal IT team was drowning in a backlog of onboarding tickets, SaaS access requests, and Mac/Windows endpoint configuration issues, completely stalling their core security projects.
The Thadium Deployment
We deployed a fully managed, 4-person IT Operations Pod (1 Pod Lead / Sysadmin, 3 Tier 1/2 Support Specialists) operating during core U.S. business hours.
The Result
The Pod took over the entire Jira Service Management queue, achieving a 92% first-touch resolution rate. They standardized the Intune and Jamf enrollment profiles for all new hires and gave the U.S. workforce a frictionless, native English-speaking support experience. The domestic IT team was freed up to execute their SOC 2 readiness roadmap.
Ready to rescue your senior engineers from the help desk?
Deliver world-class IT support to your employees without breaking the budget.