Most IT outsourcing service providers sell you seats. Amalga commits to the outcomes your IT leadership already tracks: FCR, response time, SLA adherence, retention.
SLA-Backed Ownership
We commit to 75%+ FCR, less than 4-hour Tier 1 response, and 95%+ SLA adherence, written into the contract and measured every month.
Direct IT Director Reporting
We provide weekly reports to your IT director covering SLA dashboards, escalation summaries, QA calibrations, and quarterly business reviews.
Tier 1 Ownership Model
We run Tier 1 end-to-end so your senior engineers return to infrastructure, cloud migrations, and security work.
Real-Time Central Time Zone Coverage
Our Monterrey and Mexico City hubs operate on PST, CST, and EST business hours, with extended or 24/7 rotation available on request.
97.8% Team Member Retention
Our annual attrition runs at 3.2% versus roughly 25% on typical U.S. help desks, so runbooks, knowledge, and SLAs stay intact.
ITSM Platform Integration
We work natively in ServiceNow, Jira Service Management, and Zendesk, and extend to FreshService, ConnectWise, and ManageEngine when your stack requires it.
Tier 1 through DevOps, NOC through SOC. You pick the service lines that match your gap. Mid-market IT leaders outsource IT services to Amalga when they want contractual SLAs, not staff augmentation. We staff, train, and run each line.
Help Desk / Tier 1 Support
Phone, ticket, and chat support for end users. Password resets, account provisioning, device issues, and triage to Tier 2.
Tier 2 Technical Support
Escalations, systems administration, advanced troubleshooting across Windows, macOS, Linux, M365, and Google Workspace.
Network Operations & Monitoring
NOC coverage, firewalls, routing, switching, VPN, and 24/7 alert response across SD-WAN and cloud-connected branches.
Cloud Infrastructure
AWS, Azure, and GCP management. Cost optimization, IAM, autoscaling, backup and recovery, and tenant administration.
Database Administration
MSSQL, PostgreSQL, MySQL, and Oracle. Performance tuning, replication, backups, patching, and migration support.
Security Operations & SOC
SIEM monitoring, threat hunting, incident triage, vulnerability management, and HIPAA-Aligned and PCI DSS workflows.
ITSM Platform Administration
ServiceNow, Jira Service Management, Zendesk, FreshService, and ConnectWise. Workflow design, automation, and reporting.
Application Support
SaaS app administration, internal application support, integration troubleshooting, and user provisioning across your stack.
DevOps / SRE
CI/CD pipelines, IaC (Terraform, CloudFormation), Kubernetes, observability, on-call rotations, and reliability engineering.
Looking to hire for an IT role we did not list? Bring it to our discovery call and we will hire and train for it.
Contractual commitment,
verified monthly
Tier 1 tickets resolved
without escalation
Initial response
time guaranteed
Stable team vs. 25% typical
U.S. help-desk attrition
Nearshore delivery
vs. U.S. onshore IT staff
You're spending more on help desk than ever, yet tickets keep stacking up, senior engineers keep getting pulled off strategic work, and every offshore handoff creates another escalation. IT leaders outsource IT services to close that gap, and Amalga's managed IT outsourcing fixes exactly that.
Overwhelmed Internal Teams
Ticket volume grows faster than your team can hire. After-hours and weekend coverage gaps push high-priority tickets past SLA. Senior engineers get pulled off strategic work to triage Tier 1.
Offshore Support
Twelve-hour time gaps and scripted responses stretch every resolution. Escalations stack up overnight and land back on your U.S. team in the morning. You saved on labor cost but gave back resolution time and SLA.
Onshore Hiring and Turnover
Fully loaded cost runs $120K+ per help-desk engineer. Annual turnover hits 25%, and compliance requirements add weeks to every hire. Open seats grow the ticket backlog and push SLA misses onto your quarterly review.
You need managed IT outsourcing services that commit to 95%+ SLA adherence, keep Tier 1 resolution under 24 hours, and improve FCR month over month. That is what separates accountable outsourcing IT services companies from vendor body shops. Amalga runs the pod, delivers the reporting, and signs the SLA.
Our name comes from "amalgamate." We unite U.S. IT leadership and Latin American operational talent into one accountable team, not two disconnected worlds.
Most IT outsourcing service providers stop after the hire. Amalga invests well beyond placement. We run the recruiting, onboarding, HR, and facilities infrastructure behind every pod, and we back it with retention programs and internal career paths that keep nearshore teams performing across multi-year engagements. Your pod performs like part of your IT organization because Amalga owns the HR and operational infrastructure that supports it.
Our pods operate inside your ticketing platform, against the SLAs you define, and through your existing escalation paths. Your IT director owns priorities and cadence. Amalga manages hiring, team leadership, QA calibration, and continuous improvement, which sustains SLA performance month after month.
Our leadership comes from GE, Bloomberg, Concentrix, Teleperformance, and Apollo Global Management. We have built and operated managed IT programs before, and we bring that playbook to every new engagement.
10-12
Days to Present Candidates
97.8%
Annual Team Member Retention
40-50%
Cost Savings vs. U.S. Onshore IT
95%+
SLA Adherence, Monthly Verified
Benchmark profile: a mid-market SaaS engagement with a 12-person pod. Tier 1 resolution typically improves from 5 to 7 days down to under 24 hours within 6 weeks, and First-Contact Resolution climbs from roughly 55% to 78% over the same window.
Most outsourcing IT services companies only offer one delivery model. Amalga runs both IT Outsourcing Services and Nearshore Teams because the right model depends on how your organization wants to operate. IT Outsourcing Services is the managed route where Amalga owns SLAs and outcomes. Nearshore Teams is the client-directed model where you lead the work and Amalga handles talent, HR, and facilities.
Not sure which model fits? Let's talk about your ticket volume, SLA targets, and team structure. We will map them to the right engagement type in one scoping call.
We run IT operations across six verticals where SLA accountability, data residency, and compliance posture are non-negotiable. IT solutions outsourcing for regulated environments requires audited operational controls, not just headcount.
SaaS & Software
DevOps, SRE, and Tier 2 application support for product companies. Kubernetes, CI/CD, incident response, and cloud cost control.
Financial Services & Fintech
PCI DSS workflows, secure SOC coverage, ITSM administration, and regulated change management for banks, fintechs, and lenders.
Telecom & ISP
24/7 NOC, field dispatch coordination, Tier 1 and Tier 2 support, and ticket orchestration across carrier networks and MSP stacks.
Healthcare & HealthTech
HIPAA-Aligned Tier 1 and Tier 2 support, EHR platform administration, clinical app support, and SOC coverage for PHI environments.
Legal Tech
Document management system support, eDiscovery platform administration, practice management troubleshooting, and secure workflows for legal operations.
eCommerce & Retail
High-volume Tier 1 and Tier 2 coverage during peak seasons, platform support for Shopify and Salesforce Commerce, and DevOps for uptime-critical storefronts.
Houston
1 hr
Monterrey
Dallas
1.5 hrs
Monterrey
Miami
3 hrs
Monterrey
Los Angeles
3.5 hrs
Mexico City
Chicago
4 hrs
Mexico City
Compare that to 15+ hours to Manila or Bangalore. Big difference. Same-day site visits. Real oversight. No jet lag. Your IT team works when you work. Most offshore tech outsourcing companies cannot offer that geography.
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Top Universities
Tec de Monterrey, UNAM, ITAM
55K+ BPO/Tech Talent
Monterrey + Mexico City
Culturally Fluent
No scripts that sound translated
Stable & Secure
ISO 27001 certified Management System
How Amalga took over Tier 1 for a mid-market SaaS IT team in 6 weeks.
The Challenge
The Solution
The Results
78%
Under 24 Hours
$180K to $220K
IT Director
VP of Engineering
*Results vary by engagement. Numbers represent typical outcomes from comparable nearshore IT operations.
Our IT teams integrate directly into your ITSM, cloud, and monitoring stack. We train on your platforms, follow your ticket categories and routing rules, and work inside your existing automations from day one.
And many more. If your team uses it, we can learn it.
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"Amalga took over Tier 1 in six weeks. Our senior engineers stopped firefighting and returned to cloud migration work."
"The 97.8% retention shows up in our metrics. Knowledge stays on the team, ramp costs drop year over year."
"Amalga's stability has translated directly into better client experiences and smoother day-to-day operations."
Our IT outsourcing services are a fully managed offering: Amalga owns SLAs, QA, operational leadership, and outcomes, and you purchase service, not headcount. Nearshore Teams is a client-managed model where your engineering or IT leaders run the day-to-day and Amalga provides talent, HR, payroll, retention, and facilities. Companies often start with one and add the other as they scale. Few outsourcing IT services companies operate both models under one roof.
We commit to 75%+ First-Contact Resolution on Tier 1, less than 4-hour response on Tier 1 tickets, and 95%+ SLA adherence across all tiers, with 98%+ achievable once a team is in steady state. Few tech outsourcing companies publish these numbers. We do, and we report against them monthly with quarterly business reviews for your IT leadership team.
Our operations managers open a direct reporting line to your IT director on day one. Cadence runs daily, weekly, monthly, and quarterly: daily standups with your team lead and pod, weekly SLA dashboards and escalation summaries, a dedicated channel for urgent matters, monthly operational reviews, and quarterly business reviews covering trend data and improvement plans.
IT solutions outsourcing works when the ramp is disciplined. You can expect a three-phase ramp with two meaningful milestones: going live (handling real tickets with QA oversight) and reaching full SLA performance. Tier 1 Help Desk typically goes live in 3 to 5 weeks and hits full SLA performance in about 6 weeks. Tier 2 Technical Support goes live in 6 to 8 weeks and reaches full SLA in 10 to 12 weeks. Senior DevOps or SRE hires are operating independently in 4 to 6 weeks when runbooks exist. Phases: weeks 1 through 3 cover discovery and runbook development; weeks 3 through 5 move through shadow and reverse-shadow; live operations begin after that with QA oversight continuing until full SLA is reached.
Your IT outsourcing service provider has to operate on your time zone. We run from Monterrey and Mexico City on PST, CST, and EST, so standard engagements already mirror your business hours. Extended coverage or 24/7 follow-the-sun rotation is available on request and is scoped during discovery based on ticket volume, SLA, and criticality windows.
Institutional knowledge survival depends on how your IT outsourcing service provider handles turnover. We hold annual attrition at 3.2%, well below the ~25% typical of U.S. help desks, which keeps your pod stable month over month. Beyond retention, we protect knowledge through documented runbooks, a layered pod structure of team member, QA specialist, and team lead, and daily handoff discipline so no single departure creates a knowledge gap.
Our IT outsourcing services are a fully managed offering with contractual SLA accountability. Amalga owns the outcomes (FCR targets, resolution times, SLA adherence), team leads report to your IT director, and you purchase service and outcomes rather than headcount. This is the clearest distinction between our managed service and our client-managed Nearshore Teams product.
Our team members are trained on ServiceNow, Jira Service Management, and Zendesk, which together cover roughly 80% of mid-market IT buyer environments. We extend into FreshService, ConnectWise, and ManageEngine when your stack requires it, and we can train on adjacent platforms during the discovery and runbook phase. IT solutions outsourcing should meet your stack, not force you onto ours.
When you outsource IT services to Amalga, the 40 to 50 percent savings comes from three places. Nearshore labor costs run well below equivalent U.S. IT staff on a fully loaded basis. Tier 1 ownership lowers escalation volume and returns senior engineers to infrastructure, cloud, and security work. And 97.8% retention means you stop paying the hiring, ramp, and turnover tax every year.
We run three standard pod structures. Tier 1 Help Desk uses a 12:1:1 ratio (12 team members, 1 team lead, 1 QA). Tier 2 Technical Support uses 8:1:1 (8 specialists, 1 team lead, 1 QA). DevOps and SRE pods use 6:1 (6 engineers, 1 tech lead). All pods include daily handoffs, documented runbooks, and USMCA-aligned data residency.
Our operations run under ISO 27001 certification and PCI DSS compliance today, with SOC 2 Type 2 in progress and HIPAA-aligned workflows available for healthcare clients. USMCA data residency keeps client data in Mexico; access controls, encryption in transit and at rest, and full audit trails are standard. GDPR and CCPA requirements are mapped during discovery.
Tell us where your IT support is breaking down. We will scope your pod, define the SLAs, and show you why mid-market IT leaders outsource IT services to Amalga at 40 to 50 percent below U.S. onshore delivery.
