Who Does What on Your Technology Team?

Building the Right Technology Team Requires Different Skillsets

Your company's technology framework is the foundation everyone relies on day after day. Not just your employees. Your customers, vendors, and third party business partners depend on the right tools, technologies, services, and support to deliver what they need.

As technology has become more complex, the skills required to implement and support have changed. This matrix is a snapshot of the day-to-day business technology responsibilities in many companies. A clear picture of who does what, what is expected, and who will be accountable is a valuable part of the your overall business technology roadmap.

Responsibility Internal IT MSP Security CIO
Day-to-Day Support
"It doesn't work"
"How do I ..."
Help desk level 1
Help desk advanced
SOC help desk
User Management
IT-related onboarding steps
IT-related offboarding steps
Add and remove network users
Active Directory maintenance
Group Policy management
Hardware Management & Support
Define, implement, manage user-owned devices
Define, implement, manage company-owned devices
Define, implement, manage remote work policies
Define, implement, manage equipment acquisition policies
Research, recommend equipment
Setup new desktops, laptops
Setup new internal servers (1)
Configure for Windows updates
Configure based on company policies
Monitor for company policy compliance
Support company-approved user-owned devices
Troubleshoot, repair desktops, laptops, printers, servers (1)
Maintain fiewall firmware updates
Install routers, switches
Monitor disk usage alerts
Software/Application Management & Support
Participate in software/application review, approval
Define, implement, manage software acquisition policies
Review, approve vendor solutions
Setup new user email accocunt
Setup new user hosted applications account
User support for approved applications, software
Monitor for non-approved software installs, downloads
Support internal development team
Monitor third party application updates, vulnerabilities
Backup Management
Review, approve vendor solutions
Define company backup, recovery, retention policies
Configure internal network backups
Monitor daily backup activity
Resolve backup issues
Configure hosted application backups
Monitor hosted application backups
Resolve hosted application backup issues
Security Management
Define, oversee company security policies, processes, procedures with C-suite
Understand cyber insurance terms, conditions, exclusions
Regularly communicate, educate company security policies to all employees
Conduct network discoveries
Conduct vulnerability discoveries
Conduct pen testing/td>
Conduct compliance assessments
Conduct security awareness training
Security policy management
Access control management
WAN security configuration and management
Advanced firewall configuration and management
Network traffic monitoring
Password policy management
Risk management
Risk analysis calculations
Data Management and Governance
Define, implement, monitor data security policies and procedures
Create, maintain company data mapping
Define data access roles, rights
Implement data access roles, rights
Monitor data access activity
Perform regular PII/PCI scans if applicable
Monitor data collection, storage, disposal
Asset Management
Create hardware inventory
Create software inventory
Maintain hardware inventory
Maintain software inventory
Manage equipment disposal according to company policy
Risk Management Policies and Procedures
Create company security policies
Get legal approval for company security policies
Monitor security policies for compliance
Deliver regular compliance reports to C-team

(1) Usually a special project with additional pricing