How a Texas-Based MSP Navigated Seasonal Ticket Spikes Without Hiring Full-Time Staff

(Company name changed to “NetCore MSP” to protect client confidentiality. This case study is based on a real project and reflects actual challenges faced by one of our clients.)

Industry: Managed IT Services

Location: Texas, USA

Use Case: Temporary Help Desk Staff Augmentation for Seasonal Demand

The Problem: Ticket Volume Tripled During Q4 Client Onboardings

NetCore MSP, a Texas-based managed service provider, helps small and mid-sized businesses manage their IT infrastructure. While their internal help desk team efficiently handles regular workloads, Q4 brought a predictable challenge: multiple new client onboardings that lead to a sudden spike in support tickets.

In 2024, the onboarding volume was higher than anticipated. The leadership team at NetCore MSP knew their current help desk staff wouldn’t be able to manage the volume without risking burnout, delays, or poor client experience. Yet, hiring and training new full-time employees for a 6-week workload spike didn’t make financial or operational sense.

That’s when they found TechMonarch LLC.

Why They Chose TechMonarch LLC

NetCore MSP came across TechMonarch through a LinkedIn post discussing flexible, white-labeled L1 support services. What caught their attention was our pay-as-you-go model and our promise to deploy trained support agents fast—without any long-term commitment.

Here’s what they needed:

• Immediate Help: Their onboarding deadlines couldn’t wait for a traditional hiring cycle.
• Trained L1 Agents: Resources who could quickly plug into their existing ticketing systems.
• Short-Term Commitment: Just 6 weeks of help—no contracts or overhead.
• White-Labeled Support: Agents had to represent NetCore’s brand, not ours.

After a quick discovery call, we aligned on scope, expectations, and KPIs. Within 48 hours, we were ready to go.

The Solution: Three On-Demand Help Desk Agents Deployed in 48 Hours

TechMonarch LLC provided:

• 3 Dedicated L1 Agents, onboarded and active in less than two days
• Full integration into NetCore’s ticketing platform (Autotask) and internal Slack channels
• Agents followed NetCore’s SOPs, escalation matrix, and ticket classification structure
• Daily huddles for alignment and weekly performance reports

We resolved over 2,000 support tickets in just 6 weeks, with clear SLAs and no backlog. The entire engagement ran as a white-labeled extension of NetCore’s internal team—clients never knew the support was outsourced.

The Outcome: Deadlines Met, Team Burnout Avoided

With TechMonarch’s help, NetCore MSP:

• Completed all client onboardings on time
• Resolved 2,047 tickets during the spike period
• Maintained 100% SLA compliance
• Avoided employee fatigue and overtime costs

They were able to protect their reputation during their busiest quarter—all without hiring a single new employee.

What Happened Next: A Trusted Backup Team for the Future

What started as a 6-week emergency turned into a strategic partnership. Impressed by the speed, reliability, and alignment of our service, NetCore MSP now retains TechMonarch LLC as their go-to team for future spikes, overnight coverage, and backup help desk capacity.

They no longer treat seasonal surges as a staffing crisis. Instead, they treat them as a call to TechMonarch.

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