Industry Trends
What if your MSP could deliver 24/7 tech support — without hiring locally or burning out your team?
As the IT industry becomes more competitive and client expectations grow, Managed Service Providers
(MSPs) across Australia are under pressure to provide faster, smarter, and round-the-clock service — all
while keeping costs sustainable.
The solution? Outsourced tech support from the Philippines, particularly from Davao, where highly
skilled IT professionals help Australian MSPs scale profitably and maintain exceptional client service.
At Web Design Davao, we’ve seen how the right outsourcing model can help MSPs free up resources,
boost profits, and focus on growth. Here’s how it works.
1. The Rising Cost of MSP Operations in Australia
The demand for managed IT services has never been higher — but so have labour costs.
Fact: Over 78% of Australian MSPs report rising salary expenses as their biggest barrier to scaling
(MSP Business Report, 2025).
Hiring and retaining local tech talent is expensive and time-consuming. Meanwhile, offshore support
teams in the Philippines can provide the same level of technical expertise at a fraction of the cost —
without compromising on quality.
Pro Tip: Use outsourcing strategically — let offshore teams handle L1/L2 support while
your in-house engineers focus on strategic client relationships.
2. Why Davao Is a Smart Outsourcing Hub for MSPs
Davao isn’t just an outsourcing city — it’s the rising IT capital of the Philippines.
With top universities producing IT graduates and a growing tech infrastructure, Davao provides a
strong foundation for MSP outsourcing partnerships.
Advantages include:
- Access to certified IT professionals (CompTIA, Cisco, Microsoft).
- Reliable internet and BPO-grade facilities.
- English fluency and cultural alignment with Australian clients.
Example: An MSP based in Sydney reduced operational costs by 47% while improving response time
by outsourcing L1 support to a Davao team.
Pro Tip: Time zones overlap perfectly — allowing for seamless collaboration during
Australian business hours.
3. The Key Benefits of Outsourced Tech Support
Cost Efficiency
Reduce your operating costs by up to 70% compared to local staffing.
24/7 Support Availability
Philippine-based tech teams can provide after-hours coverage, keeping your clients supported even
when your local team clocks out.
Scalability
Add or reduce staff quickly based on project demands or seasonal workloads.
Focus on Core Growth
Free your senior engineers to handle complex tasks and client-facing activities.
Pro Tip: Outsourcing isn’t about replacing your team — it’s about expanding your
capabilities strategically.
4. What MSP Services Can Be Outsourced?
Common roles and functions include:
- Level 1 and Level 2 technical support.
- Network monitoring and maintenance.
- Helpdesk ticket management.
- Patch management and updates.
- Cybersecurity monitoring.
- Cloud service configuration.
Fact: 64% of MSPs outsource at least part of their monitoring or ticketing functions to increase
uptime (Datto State of MSP Report, 2025).
Pro Tip: Always keep high-level decision-making in-house — outsource the repetitive
tasks that drain local productivity.
5. Build Quality Through the Right Outsourcing Partner
Quality control is the cornerstone of outsourcing success.
Work with a trusted partner — like Web Design Davao — that provides:
- Certified, pre-vetted IT talent.
- Real-time performance tracking.
- Secure data and client information handling.
- Transparent communication systems.
Example: One Brisbane MSP achieved 99.7% SLA compliance after implementing a co-managed
offshore model with managed oversight.
Pro Tip: Ask your outsourcing partner about onboarding protocols, data security, and
escalation processes.
6. Overcoming Common Outsourcing Concerns
“What about communication barriers?”
Filipino tech professionals are fluent in English and trained in Western business communication.
“Can we trust them with sensitive data?”
Reputable BPO partners adhere to ISO-certified data protection standards.
“Will our quality suffer?”
Not if you choose experienced IT specialists and define clear KPIs.
Pro Tip: Regular reporting and shared dashboards ensure full visibility into offshore team
performance.
7. The Financial Advantage: Lower Costs, Higher Profit Margins
The math is simple: outsourcing frees capital for growth.
By moving repetitive tech functions offshore, MSPs can reallocate budget to:
- Client acquisition.
- Advanced training and certifications.
- New service offerings (cybersecurity, cloud migration).
Fact: MSPs that outsource core support tasks see profit margins increase by 28–35% on average (IT
Channel Insights, 2025).
Pro Tip: Think of outsourcing as investment, not expense — it creates capacity and cash
flow.
8. Future-Proof Your MSP with Hybrid Teams
The future of managed services is hybrid staffing — blending local expertise with global scalability.
With hybrid models, your MSP gets the best of both worlds:
- In-house specialists for strategy and client care.
- Offshore engineers for speed and efficiency.
Insight from Our Team:
“Hybrid MSP models deliver reliability, round-the-clock support, and lower operating costs
— without compromising client experience.” — Duarne Bernhagen, Founder of Web
Design Davao
The Bottom Line: Outsourcing Helps MSPs Do More, Earn More
Outsourcing tech support isn’t about cutting corners — it’s about scaling smart, improving uptime,
and growing sustainably.
By partnering with a trusted Davao-based outsourcing provider, Australian MSPs can gain agility,
expand service offerings, and boost client satisfaction — all while improving profitability.
Ready to Scale Your MSP with Offshore Tech Support?
Book a free MSP outsourcing strategy session with Web Design Davao.
We’ll help you assess your current operations, identify outsourcing opportunities, and build a support
structure that delivers results.
Contact Web Design Davao to get started today.
FAQs
- What MSP tasks are best for outsourcing?
Level 1/2 support, network monitoring, and ticketing are ideal for offshore teams. - How do I ensure service quality?
Set clear KPIs, use dashboards, and work with managed outsourcing partners. - Is data security a concern?
No — reputable BPOs in the Philippines follow ISO and GDPR-aligned security protocols. - What are the cost savings for Australian MSPs?
Typically 50–70% compared to local hiring costs. - How fast can I set up an offshore tech support team?
Within 2–4 weeks through a managed outsourcing provider.