What a managed service provider does, how MSPs support security and uptime, and how to compare providers for Microsoft 365 or Google Workspace.
What is a Managed Service Provider? A managed service provider is an external team that takes ongoing responsibility for your core IT environment under a structured agreement. Instead of reacting to tickets one at a time, an MSP designs, operates, and improves your technology stack so your staff can work reliably and securely. For businesses relying on Microsoft 365 or Google Workspace, that usually includes a blend of managed IT services and managed security, with clear responsibilities and response targets written into an SLA. Typical MSP Scope In practice, an MSP's day-to-day responsibilities span a wide range. Most engagements begin with end-user support for your staff, delivered remotely and on-site where needed, along with continuous monitoring and patching of laptops, servers, and network devices. If your business runs on Microsoft 365, your MSP will typically manage Teams, SharePoint, and the surrounding cloud tools that your staff depend on every day. Security is woven throughout. A well-structured MSP will layer in endpoint protection, multi-factor authentication, and email security as standard controls rather than optional extras. They will also own your backup and disaster recovery strategy, ensuring that business-continuity plans are documented, tested, and aligned with your tolerance for downtime. Beyond operations, most MSPs provide periodic technology reviews and roadmap discussions with leadership, helping you plan upgrades and anticipate risks before they become emergencies. Some firms also rely on MSPs for project work - such as cloud migrations or line-of-business system upgrades - or for co-managed arrangements alongside an internal IT lead. Key Criteria for Comparing MSPs Once you have a shortlist, you'll want to compare providers on more than just the monthly fee. Price matters, of course, but it tells you very little about how a provider will perform during a security incident at 2 a.m. or how clearly they will