The Done-FOR-You or Done-WITH-You IT Department from First Call
Better Services
What really matters
Happy Employees
Technology that empowers rather than frustrates
Satisfied Customers
Seamless experiences that build loyalty
Revenue Growth
Systems that enable scalability and opportunity
Predictable Profitability
Controlled expenses and healthy margins
Mission Alignment
Technology that reflects your values and culture
Two Pathways to High-Performing IT
Every organization’s IT needs are different. Whether you have no internal IT resources or a small team that needs support, First Call offers two distinct partnership models designed to meet you exactly where you are.
Done-FOR-You IT Department
Perfect for organizations with no internal IT person.
We become your entire IT department—handling strategy, day-to-day operations, end-user support, cybersecurity, project execution, and everything in between. You get a complete, fully-functioning IT operation without the complexity of hiring, training, or managing internal staff.
- Full strategic planning and leadership
- Complete operational management
- All support and troubleshooting
- Comprehensive security oversight
Done-WITH-You IT Department
Perfect for organizations with one or more internal IT people.
We work shoulder-to-shoulder with your internal team to share the load, fill capability gaps, and elevate results. Your team gains enterprise-level expertise, strategic guidance, and additional hands without losing the institutional knowledge and relationships your internal people provide.
- Strategic partnership with your IT staff
- Shared operational responsibilities
- Optional support services as needed
- Collaborative security management
In both cases: Your stars + our stars work together to get your technology aligned with your team so you can run smoother, stay safer, and grow stronger.
Smarter Technology for Growing Businesses
What Is a Tech Stack (In Plain English)?
Your Tech Stack isn’t just a collection of tools—it’s the entire ecosystem of technology that your people rely on every single day to get work done, serve customers, and drive your business forward.
Think of it as the complete technology foundation of your organization. When it works well, nobody notices it. When it doesn’t work well, everything feels harder than it should be.
Better IT Services = Less Stress
When Your Tech Stack Works
- Strategically aligned with business goals and workflows
- Standardized to reduce complexity and cost
- Secure against modern threats and vulnerabilities
- Supported with responsive, knowledgeable help
- Managed proactively to prevent problems before they occur
- Integrated with your operations and team culture
The Core Principle
The more your Tech Stack is aligned with your team and how you actually work, the better your outcomes will be. Misalignment creates friction, frustration, security gaps, and wasted resources.
Plan the Work & Work the Plan
Your mCIO (Modern Chief Information Officer)
Strategic Technology Leadership
Your mCIO isn’t just a technical expert—they’re your strategic technology leader who bridges the gap between IT capabilities and business objectives. They take the time to truly understand what makes your organization unique.
This isn’t about forcing a pre-built technology solution onto your business. It’s about building a custom strategy that reflects your reality, your challenges, your opportunities, and your ambitions.
Understand Your Organization
Deep dive into your people, operations, culture, and challenges
Define What Winning Looks Like
Clarify desired outcomes and success metrics
Build Your 12-Month Strategy
Create roadmap, priorities, and realistic budget
Prioritize What Matters Most
Focus resources on highest-impact initiatives
Align Tech Stack with Outcomes
Ensure technology serves your business goals
Plan the Work & Work the Plan
Three States of IT Maturity
Organizations typically operate in one of three states (at all times). Your mCIO meets you where you are and works with you to move forward strategically.
Reactive
Constantly keeping up with daily needs, firefighting issues, and struggling to plan ahead. Technology feels like a burden.
Stable
Things generally work and major fires are rare, but there's untapped potential. Systems function but aren't optimized.
Command
Forward-looking and building competitive advantage. Technology enables strategic initiatives and drives business value.
Your mCIO works with you to create a strategy, roadmap, and budget annually or quarterly depending on your organizational needs, ensuring continuous alignment and improvement.
The TechStack Strategizer™
Discovery-Driven, Not Tool-Driven
Most managed service providers skip straight into installing their preferred tools and taking support tickets. They don’t slow down long enough to ask the fundamental question:
- "How is technology going to help us run smoother, stay safer, and grow stronger?"
The TechStack Strategizer™ is different. It’s how every partnership with First Call begins, providing the clarity, alignment, and confidence needed before making long-term commitments.
What You Receive
Tech Stack Alignment Scores
Clear assessment across all technology areas: Aligned, Marginal, or Vulnerable status for each component
12-Month Strategic Roadmap
Prioritized initiatives, project timelines, and milestone planning
Recommended Agreements
Optimal service model (Done-FOR-You or Done-WITH-You) and scope
Project Recommendations
Specific initiatives to address gaps and seize opportunities
Cybersecurity & Compliance Priorities
Critical security gaps, compliance requirements, risk mitigation strategies
Digital Marketing & AI Enablement
Opportunities to enhance online presence and leverage automation
CAPEX Budget Ranges
Realistic investment estimates for hardware, software, and infrastructure
Full Supporting Documentation
Detailed findings, recommendations, and reference materials
Your Steering System: The TechStack Strategizer™ becomes the high-level steering system for onboarding and guides the next 12 months of execution, ensuring every decision aligns with your strategic priorities.
Better Services
How We Measure Service Quality
Happy End Users
Your team feels supported, empowered, and confident with their technology
Fewer Issues
Proactive management reduces disruptions and support tickets over time
Risk Prevention
Protection of business continuity, systems integrity, and data security
Robust Recoverability
Confidence that business, systems, and data can be restored quickly
Operational Alignment
Tech stack, team, and operations work in harmony
Financial Alignment
Predictable CAPEX and OPEX that align with budget and growth plans
L10 Meetings & Enjoyable Relationships
Regular communication, transparency, and a partnership you actually enjoy
Better Services
Your Technology Operations Manager (TOM)
Daily Excellence in IT Operations
While your mCIO leads your technology strategy from 30,000 feet, your Technology Operations Manager (TOM) ensures that strategy translates into daily execution on the ground.
Your TOM is the operational quarterback who enables the First Call team to win in the day-to-day, ensuring nothing falls through the cracks and every detail receives the attention it deserves.
Your TOM ensures that the entire First Call team operates as a seamless extension of your organization, with the context, documentation, and operational discipline needed to deliver consistently excellent results.
Key Responsibilities:
Annual IT & Security Configuration Audit
Comprehensive review of all systems, security controls, and configurations against First Call's proven standards. This ensures your environment stays current with best practices and doesn't drift into vulnerability over time.
Documentation & Configuration Gap Remediation
Systematic identification and correction of incomplete documentation, configuration drift, or standard deviations. Your environment stays well-documented, properly configured, and ready for any team member to support effectively.
Enterprise Client Operations Management
For organizations requiring enhanced operational coordination:
- IT Operations Meetings: Regular weekly or monthly touchpoints to review status, plan initiatives, and ensure alignment
- Onsite Presence: Scheduled onsite visits (daily, weekly, monthly, or quarterly) based on your organizational needs and preferences
- Relationship Continuity: A consistent point of contact who knows your business intimately
Plan the Work & Work the Plan
The 10 Distinct Roles of an IT Department
Many organizations think an IT department is one or two people answering phones and fixing computers. In reality, a high-performing IT function requires ten distinct, specialized roles working together as a coordinated system.
When any of these roles is missing or underperforming, critical work falls through the cracks—creating security risks, operational inefficiencies, frustrated users, and missed strategic opportunities.
1. Intake / Triage / Dispatch
First point of contact that assesses issues, determines priority, and routes to the right resource
2. Support
Hands-on troubleshooting, problem resolution, and end-user assistance
3. Centralized Administration
Management of user accounts, permissions, groups, policies, and system configurations
4. Strategy / Budget / Solution Design
High-level planning, financial management, and architectural decision-making
5. Cybersecurity
Threat monitoring, vulnerability management, security tool oversight, and incident response
6. Projects
Execution of migrations, implementations, upgrades, and other time-bound initiatives
7. Standards Auditing / Alignment
Regular assessment to ensure configurations and practices meet established standards
8. Documentation
Creation and maintenance of network diagrams, procedures, credentials, and knowledge bases
9. Result Management
Tracking service quality metrics, identifying trends, and driving continuous improvement
10. Odd Jobs
The unexpected tasks that don't fit neatly into other categories but still need expert attention
First Call covers all 10 roles, ensuring nothing falls through the cracks. Whether you choose Done-FOR-You or Done-WITH-You, you get access to specialists in each area—not a generalist trying to do everything.
Covered Services: Five Core Areas
Your IT Department with First Call includes comprehensive coverage across five essential service areas. Each area is designed to work together, creating a complete technology ecosystem that runs smoothly, stays secure, and supports your business goals.
1. Managed Security
Comprehensive protection for hardware, software, and your organization
2. Support Services
Responsive help for your team when they need it most
3. Backups & Business Continuity
Protection and recovery for critical systems and data
4. Strategic & Operational Services
Forward-looking planning and operational excellence
5. Sales Engineering & Technology Procurement
Expert solution design and strategic procurement for all technology needs
The following sections provide detailed information about what’s included in each service area, ensuring complete transparency about what you receive as a First Call client.
1. Managed Security (Hardware, Software & Services)
Security isn’t a single product—it’s a layered system of hardware, software, and expert human oversight working together to protect your organization from evolving threats. First Call’s Managed Security includes:
Endpoint Detection & Response
Advanced threat detection on all workstations and servers (requires Windows Defender Software Subscription)
Endpoint Management Tools
Centralized management, monitoring, and control of all devices
Firewall Hardware & Security Services
Network-level protection with next-generation firewall capabilities
Dark Web Monitoring
Continuous scanning for compromised credentials or exposed data
Security Awareness Training
Ongoing education to help your team recognize and avoid threats
Phish Testing
Simulated phishing campaigns to measure and improve security awareness
Workstation & Server Patch Management
Automated deployment of critical security updates and patches
Third-Party Application Updates
Patching for Adobe, browsers, Java, and other vulnerable applications
IT Admin Password Management
Secure credential storage and rotation for administrative access
8×5 Managed Detection & Response (ask about our 24/7/365 Coverage option)
Expert security monitoring during business hours (Monday-Friday, 8am-5pm)
Low-Severity Incident Response
Included response for routine security events (excludes high-severity incidents like ransomware, data exfiltration, or business email compromise - seperate fees apply)
Annual Layered Information Security Plan (LISP)
Security isn’t static—threats evolve, and your defenses must evolve with them. Your annual LISP provides:
- Clear Security Posture Overview: Comprehensive assessment of your layered security defenses
- Identified Gaps: Specific vulnerabilities or missing controls that create risk
- Cyber Insurance Policy Review: Analysis of your policy requirements and any missing required or recommended controls
- Budget for Improvement: Realistic investment recommendations to strengthen your security position
2. Support Services
The flexibility of Done-FOR-You versus Done-WITH-You support services ensures you’re never paying for capabilities you don’t need while always having access to the expertise that makes sense for your specific situation.
Included for All Clients
Intake, Triage & Dispatch
Professional request management ensuring every issue reaches the right resource quickly
Available to All Clients
24×7×365 Emergency Help Desk
Billed Separately (Time & Materials)
After-hours and weekend emergency support when you absolutely need it:
- One-hour response time guarantee
- One-hour minimum billing
- Coverage for critical business disruptions outside normal business hours
This service is always available but billed separately from your monthly agreement, ensuring you only pay for emergency support when you actually need it.
Done-WITH-You IT Department
Remote Help Desk
Optional – Available to supplement your internal team as needed
On-Site Support
Optional – Augment your team with onsite assistance when required
Done-FOR-You IT Department
Remote Help Desk
Included – Full remote support for all technology issues
On-Site Support
Included – Local support visits in markets where First Call has staff presence
3. Backups & Business Continuity
When disaster strikes—whether it’s ransomware, hardware failure, accidental deletion, or natural disaster—your ability to recover quickly determines whether you experience a minor inconvenience or a business-threatening crisis.
First Call’s backup and business continuity services provide multiple layers of protection, ensuring your critical data and systems can be restored quickly and completely.
For On-Premise Servers
Server Backup Software
Enterprise-grade backup application with advanced features and reliability
Local Backup Hardware
On-site backup storage for rapid recovery of recent data
Offsite Cloud Backup
Secure cloud replication protecting against local disasters
Multi-Level Recovery Options
File-level restore, operating system recovery, and complete full-system restoration capabilities
For On-Premise Servers
Cloud-to-Cloud Backups
Independent backup protection separate from your primary cloud provider
Email Protection
Complete backup of all mailboxes, folders, and email data
File & Drive Backup
Protection for OneDrive, SharePoint, Google Drive, and shared files
Sites & Collaboration Spaces
Backup of SharePoint sites, Teams data, and collaborative workspaces
Why Cloud-to-Cloud Backup Matters: Many organizations mistakenly believe that because their data is “in the cloud” with Microsoft or Google, it’s automatically protected. While these platforms offer excellent availability and redundancy, they have limited retention policies for deleted items. Cloud-to-cloud backup provides long-term retention and protection against accidental deletion, malicious actions, or application errors.
4. Strategic & Technology Operations Services
Strategy isn’t a one-time event—it’s an ongoing process of planning, executing, measuring, and adjusting to ensure your technology continues serving your evolving business needs.
First Call’s Strategic Services provide the leadership, planning, and operational management needed to keep your IT department aligned with your organizational goals.
mCIO Steering Meetings
Annual or quarterly strategic sessions with your modern Chief Information Officer to assess progress, refine priorities, and set direction
Annual Roadmap & Budget
Comprehensive 12-month plan with prioritized initiatives, timeline, and realistic budget expectations
Standards Alignment Direction
Clear guidance on best practices, configuration standards, and continuous improvement initiatives
Compliance Considerations
Assessment of regulatory requirements, industry standards, and cyber insurance obligations. Note: First Call does offer formal regulatory compliance services via a separate agreement.
Technology Operations Management
Between strategic planning sessions, your Technology Operations Manager ensures First Call has what it needs to drive daily outcomes.
Annual Alignment Audit
Comprehensive review of all IT and security configurations against established standards
Documentation Improvements
Continuous enhancement of network diagrams, procedures, and knowledge bases
Day-to-Day Service Quality
Operational oversight ensuring consistent delivery of excellent service
Enterprise Options
For organizations requiring enhanced operational work, optional services include:
- Onsite Presence: Scheduled local visits (daily, weekly, monthly, or quarterly) based on your needs
- IT Operations Meetings: Regular touchpoints to review status, coordinate activities, and ensure alignment
These optional services are available for both Done-FOR-You and Done-WITH-You clients who benefit from enhanced in-person presence.
5. Sales Engineering & Technology Procurement
Your IT Department includes access to First Call’s Sales Engineering capabilities—a team that translates business needs into the right technical solutions.
Sales Engineering Responsibilities:
- Solution design for hardware, software, cloud, and infrastructure
- Technical validation of all major purchases
- Ensuring compatibility with your existing environment
- Ensuring alignment with your standards, security posture, and strategic roadmap
- Providing accurate labor estimates for project planning
- Working with the mCIO and TOM to prioritize based on outcomes and budget
Sales Engineering ensures that every technology purchase is intentional, aligned, and correct the first time.
Hardware & Software Procurement
- As your IT Department, First Call can source all your hardware and software needs, including:
- Servers
- Firewalls and security appliances
- Laptops and desktops
- Networking hardware
- Backup appliances
- Cloud licensing
- Microsoft 365 & Google Workspace licensing
- Security tools
- Specialty industry applications (when allowed)
Why Procurement Matters
Buying technology isn’t about finding the cheapest price—it’s about getting the right equipment that:
- Meets standards
- Integrates properly
- Supports long-term stability
- Reduces risk
- Comes pre-configured when possible
- Avoids costly re-work
Our procurement process ensures products are vetted, compatible, correctly sized, and aligned with your strategic plan.
Project Labor (Not Covered) vs. Support Labor: A Clear Rule of Thumb
To keep your experience predictable and your outcomes successful, we distinguish between support labor and project labor.
A project is ANYTHING that creates, replaces, or installs NEW technology.
Simple rule:
If it requires new equipment or: (its a project)
- Planning
- Engineering time
- Ordering & procurement
- Scheduling
- Implementation
- Testing
- Documentation updates
- Because projects require coordinated work across multiple teams, they are separately scoped, quoted, and approved before implementation.
Better Services
Fees & Investment
Everything Begins with Strategy
Your Investment in Strategy Leads Directly to Progress
100% of your TechStack Strategizer fee is applied as a Professional Services Labor Credit toward approved roadmap projects—including onboarding—when a new 36-month agreement is executed.
How the Fees Work
Onboarding Fee
Priced at one month of the recurring fees.
TechStack Strategizer Fee
Priced at 33% of the projected recurring monthly fees.
Upfront Payment
Both fees are paid upfront before work begins.
Recurring Monthly Fees
Billed at the beginning of each month.
Credit card, e-check, or ACH required.
Agreement Term
The Essentials Agreement is a 36-month partnership designed to provide the stability, consistency, and timeline needed to achieve meaningful progress, maturity, and outcomes.
Guarantee
If you aren’t seeing measurable service quality progress within 90 days, First Call will put monthly billing on hold until you do.
The TechStack Strategizer™ is the First Step
The TechStack Strategizer™ is the first step in every successful relationship with First Call.
It provides the clarity, alignment, and confidence needed before making a long-term commitment.
Strategizer Inclusions:
- Project management & communication
- Interviews (typically 1–2 hours)
- Temporary discovery agents
- Scheduling
- Data collection
- Executive summary presentation
- Supporting documentation
- Discussion points & decision gates
- Timeline: 2–4 weeks
Client Responsibilities:
- Participate in interviews
- Approve temporary discovery agents
- Provide necessary access
- Share cyber insurance policy
- Provide timely feedback
- Attend final presentation and decision gates
No Commitment Required
The Strategizer does not commit you to First Call's services.
If You Do Move Forward
100% of your TechStack Strategizer fee is applied as a Professional Services Labor Credit toward approved roadmap projects—including onboarding—when a new 36-month agreement is executed.
Better Services
The Done-FOR-You or Done-WITH-You IT Department from First Call