In-House vs. Outsourced IT: Finding the Right Fit for Your Business

The global IT outsourcing market is set to grow by $628.4 billion by 2029, and it’s easy to see why. With 70% of companies saying outsourcing saves them money compared to hiring in-house, the debate between in-house vs. outsourced IT is more relevant than ever. In fact, 37% of IT operations are now outsourced, giving companies access to specialised expertise without the hassle of recruitment. Even smaller businesses are getting on board, with 24% already outsourcing to boost efficiency.

So, when it comes to in-house vs. outsourced IT support, in-house offers control and a dedicated team, but it comes with higher costs and talent shortages. Outsourcing provides round-the-clock support, industry expertise and scalability. The key is deciding what fits your business needs best. 

Building Your Own IT Team

An in-house IT team consists of employees who work exclusively for your business, handling everything from day-to-day troubleshooting to long-term IT strategy. This model offers several advantages:

• Deep Understanding of Your Business: An in-house team is fully immersed in your business operations, culture and goals. They develop an intimate knowledge of your systems, processes and pain points, which can lead to faster problem resolution and more tailored solutions.
• Immediate Availability: With an in-house team, IT support is always on-site, making it easier to address issues as they arise. This can particularly benefit businesses with complex or highly customised IT environments.
• Full Control: You have complete control over your IT team’s priorities, workflows and decision-making processes. This level of control can be appealing for businesses with specific compliance or security requirements.

However, building and maintaining an in-house IT team comes with its own set of challenges. The costs of hiring, training and retaining skilled IT professionals can be substantial, especially as demand for expertise in areas like network security, cloud infrastructure and AI-driven automation continues to rise. Additionally, an in-house team may struggle to keep up with evolving threats and compliance requirements, such as GDPR or PCI DSS, without continuous upskilling. This can leave gaps in areas like threat detection, data encryption and vulnerability management; critical aspects of modern IT operations.

Outsourcing IT Support Could Be Your Game-Changer

Outsourcing IT support to a trusted provider offers a range of benefits that can be particularly beneficial for businesses looking to reduce costs and access specialised expertise. Here’s why many businesses are choosing to outsource:

• Access to a Wide Range of Skills: 59% of growing businesses report having difficulty implementing and rolling out new technologies, often because they don’t have the right expertise in-house. Outsourcing solves this by giving you access to a range of specialists across network management, cybersecurity, digital transformation and more, so you get the right skills without needing to hire a whole team.
• Saving Time and Money: If cutting costs is on your 2025 agenda, outsourcing IT could be the way to go. 70% of companies find it more cost-effective than in-house, saving on recruitment, training and infrastructure. You pay for what you need, when you need it. Plus, experts estimate that using an effective IT Help Desk can save an organisation up to 600 working hours a year.
• Proactive Support: With hourly downtime costs rising by 32% in the last seven years, businesses are losing revenue when systems are down. Many outsourced IT providers, including Retail Assist, offer 24/7 monitoring and proactive maintenance to identify and resolve issues before they escalate. This helps minimise downtime and keeps your systems performing at their best.

Also read: Why Do 2/3 of UK Businesses Outsource Their IT?

That said outsourcing comes with its own considerations. Some businesses may worry about losing direct control over their IT operations or feel hesitant about entrusting critical systems to an external provider. Security, data sovereignty and response times are often key concerns. However, with the right partner like Retail Assist, these risks can be mitigated through robust service level agreements (SLAs), strict compliance with industry standards like ISO 27000 and real-time performance monitoring. Clear communication, dedicated account management and detailed reporting also ensure transparency and alignment with business objectives.

Check out how Retail Assist’s Help Desk continues to support Pizza Hut Restaurants throughout the UK.

How to Choose Between In-House Vs. Outsourced IT Support for Your Business

The decision between in-house and outsourced IT support ultimately depends on your business’s size, complexity and goals. While an in-house team offers control and familiarity, outsourcing provides access to expertise scalability and cost savings. At Retail Assist, we work closely with retailers of all business sizes to develop tailored IT support solutions that keep their operations running smoothly.

Get in touch to explore the best approach for your needs.