Our IT manager has not had a proper holiday in two years.
Our answerCover and overflow
← Nueva TechnologyNueva Technology
Keep your IT team. Give them the backup they've been missing.
Co-managed IT gives your internal team the depth, tooling and cover of a full managed service, on the hours you choose, while they stay in charge of the work that needs someone who knows your business.
“Printer offline on level 3, and the IT manager is on leave this week.”
- Logged in the shared platformSame documentation, same tickets
- Routed by the responsibility matrixLeave cover sits with NuevaYour teamNueva
- Resolved by our service deskFirst-line request
- Visible to your IT leadEvery action logged
ARN SMB Partner of the Year 2024 & 2025
SMB1001 Gold
ISO/IEC 27001 certified
Service desk teams in Sydney and Manila
Who it is for
For small IT teams carrying too much.
Organisations with one to three people in internal IT who are stretched across support, projects and security, and leaders who want to keep that knowledge in-house without relying on one person for everything.
What we hear
Sound familiar?
We have one person who knows how everything works. That worries the board.
Our answerWho does what, in writing
Who does what
Who does what, in writing
Co-managed IT works when everyone knows who owns what. Before we start, we agree a written responsibility matrix covering every system and request type, and we review it with you every quarter. Your team has full visibility of everything we run for you, and administrative rights are assigned by role to whoever owns each area, on your side or ours.
| Area | Your team | Nueva |
|---|---|---|
| First-line requests | ||
| Leave cover | ||
| After-hours and 24x7 cover | ||
| Monitoring, patching and backup tooling | ||
| Cloud, network, Microsoft 365 and security projects | ||
| Ownership of the environment and the decisions |
Illustrative example. Tap to change who owns what.Reviewed every quarter
What is included
Depth and cover behind your team.
Platform and depth
We provide the monitoring, patching, backup and security tooling, and the engineers behind it. Your team keeps ownership of the environment and the decisions.
Cover and overflow
Our service desk takes first-line requests and leave cover, with after-hours and 24x7 cover available if you need it, so your team can focus on the work only they can do.
Project and specialist
Senior engineers for cloud, network, Microsoft 365 and security projects, brought in when you need them, without hiring.
How we run it
One platform. One set of tickets. Two teams.
Your team and ours work from the same service platform, the same documentation and the same tickets, so nothing falls between two teams. Requests are routed according to the responsibility matrix, escalations go straight to the right engineer, and your IT lead can see everything we do.
- 01
Same platform
DocumentationTickets - 02
Routed by the matrix
Requests go to whoever owns them.
- 03
Straight to the right engineer
For escalations.
- 04
Your IT lead sees everything
Everything we do.
What you can hold us to
What you can hold us to
Agreed in writing01 · BEFORE WE START 02 · ALWAYS 03 · BY ROLE 04 · BEFORE YOU SIGN
✓A written responsibility matrix before we start, reviewed every quarter
✓Full visibility of our tools, tickets and changes in your environment
✓Administrative access assigned by role, with every action logged
✓Support hours and cover agreed in writing before you sign
Security built in
Shared access, tighter control.
Shared access needs tighter control, not looser. Every admin account, on your side and ours, is assigned by role and kept to the least privilege the job needs, protected with MFA and reviewed every quarter. Every privileged action is logged, so you can see who changed what and when. Suspected security events go straight to Nueva Cyber's security operations team without a second ticket or a second contract.
No second ticketNo second contract
YOUR TEAM + NUEVA TECHNOLOGYShared administration
- Least privilege, with MFA
- Every privileged action logged
NUEVA CYBERSecurity operations
- Suspected events, straight through
No. It is designed to make your team more effective, not to replace them. They stay in charge, with more depth and cover behind them.
Usually organisations with one to three internal IT staff, though the model works for larger teams too.
Yes. The responsibility matrix is reviewed every quarter and changes as your team and needs change.
Your team gets full visibility of the monitoring, patching and ticketing tools we run for you, and administrative rights for the areas they own. Our engineers hold admin access only for the areas we manage. Every admin action on both sides is logged and auditable.
Yes, if you need it. Cover is tailored to your organisation, from business hours through to 24x7, and agreed in writing before you sign.
Yes. Everything is already documented in the same platform, so moving to fully managed IT is a change of scope, not a new onboarding.