SME Survival Guide: 10 things to look for in an IT support specialist

Managing Director

Fav thing about the office

It’s an office full of creative geeks with great banter, what’s not to love!

As a child I wanted to be a ... when I grew up

An actress

Guilty Pleasure(s)

Trash reality TV

Favourite Holiday

Walking in Wales if I am feeling energetic, Crete if I need a rest!

If I had a superpower it would be...

Mind Reading

Describe yourself in three words or less

Fun, nurturing, efficient

An interesting fact about me

My first car was a Humber Sceptre, which started my obsession with cars


Thai food, long walks with my dog, creating ideas with post it notes!

Favourite Band

I’ll listen to pretty much anything I can sing along to

Karaoke Jam

Islands in the stream, Dolly Parton

What I do at Q2Q:

My role is to provide the overall direction and “eye on the compass” as to where we, as a team are heading, setting the overall business strategy and financial budgeting.

I work with the team to ensure that there is continuous organizational performance improvement that is always customer focused, ensuring they are working collaboratively and efficiently, coaching them individually and as a team to bring out their best performance in supporting our customers.

Whilst always having been involved with systems implementation throughout my career, I have an operational background and no specific IT experience. However, if anything, I believe this makes me more qualified to ensure the team deliver great service, drawing from my operations experience, and having been on the wrong side of poor IT support in the past. I can relate to how crippling this can be to a business, making it paramount that we ensure that IT issues are as invisible as possible, leaving the customers to get on with running their businesses smoothly.

Background and Achievements

The majority of my career has been in the mad world of Fashion, on the planning and operational side. In my previous role as Operations Director for a Heritage Menswear brand, I was responsible for the end to end journey of the product, from range planning, through sourcing, production, quality control, logistics, warehousing and customer service. Some of my key achievements in this role were improving on all delivery and service KPI’s, improving quality performance from 10% rejects to 1%, and delivering a significant number of process improvements across the team, whilst also delivering a saving on costs of 10% on overheads.

• As this role spanned so many disciplines, it enabled me to focus on my true passion, which is process improvement and people development, so my proudest achievement was introducing a Continuous Improvement Project Team to the wider business, bringing a positive change culture based on a combination of ideas including Appreciative Inquiry and Solution Focus tools. The workshops we developed empowered people to solve problems cross functionally, and considerably improved communication, collaboration and efficiency, whilst making savings to the bottom line. These workshops have formed the basis of the tools I now incorporate into Q2Q, and offer as an additional consultancy service to Q2Q customers.

Hobbies and Interests

Walking with my dog, and eating out with family

No matter the size of your SME, finding the right IT support partner to fulfil your needs can be tricky. Not only is it time-consuming to create a shortlist of companies you’d like to find out more from, but – as is the case with any service provider – it can be difficult to deduce whether they’ll be able to walk the walk after talking the talk.

 A crucial aspect of the search process is working out what you need from an IT support specialist. So, to help you along your way to finding the right partner for your company, we’ve collated the top ten things you should look for:

1.       Great communication

When you first set out to source an IT partner, it’s vital that they understand what your needs are and can explain to you – in simple terms – how they will be able to meet these. Having a face-to-face meeting is always a good idea in this respect, and it’s important to ask who your designated point of contact will be further down the line. Knowing exactly how your support will be managed and who will be taking care of it is crucial.

2.       Transparency

To the uninitiated, IT service package lingo can literally seem like another language. And where there’s confusion surrounding technical concepts, it can be easy for those in the know to talk you into bolt-ons that you don’t actually need. It goes without saying that you want a provider that’s not only open with you about which services are essential to your business, but also transparent about how much they’ll cost.

3.       Proactivity

Forward planning and responsiveness aren’t just nice-to-haves where IT support is concerned – they’re essential. If your SME was to suffer a network outage or data breach, you want the reassurance that your IT provider would be there to take the necessary steps to mitigate any disruption or damage, and get your systems back up and running without delay. Be sure to ask potential partners about typical response times and how they deal with urgent requests – especially out of hours!

4.       Flexibility

Just as no two SMEs are the same, managed IT support providers aren’t all created equal. The best ones will make the effort to get to know your specific requirements and be happy to map out and deliver a tailored service that’s designed purely for your business. There may even be aspects that you haven’t realised you need help with – whether that’s cloud computing, back-ups and recovery, cyber-security or something else entirely – so you’ll want a partner that will be able to recommend and deliver other beneficial services, without pushing you into paying for more than you need.

5.       Proven expertise

Whether in the form of accreditations or experience – or, ideally, both – genuine know-how is a crucial box that your IT provider needs to tick. Having said that, certifications and a long history of helping companies means nothing if the firm isn’t up to speed with the latest developments, so be sure to find out more about the services they offer and who they’ve helped. Which brings us onto…

6.       Glowing client feedback

Sometimes customer retention rates speak for themselves, but even if the provider you’re looking at hasn’t lost a client in the past five years, it’s a good idea to dig a little deeper and ask for testimonials – or to speak directly to those currently using their services if you can. Nothing gives a better indication of performance than feedback straight from the horse’s mouth, and trustworthy providers who are doing a good job will have neigh – sorry, no – problem putting you directly in touch with existing clients.

7.       Straightforward processes

From logging technical issues to scheduling updates, knowing what form your provider’s support will take is really important. Not only will you need to factor these new processes into your day-to-day business operations, but you’ll have to make all employees aware of the procedures they’ll be required to follow too. Simple tends to be better in this respect – whether that means having one number to call in an emergency or a single email address to direct non-urgent requests to.

8.       Size and scalability

As your SME grows, your IT infrastructure will inevitably need to as well. Even if you’re not currently looking to scale up, seeking assistance from a provider whose services and support can grow with your business is important for the future. The size of potential partners is therefore a key consideration too – if they’re a tiny team, will they be able to provide the level of service you require? And what happens if someone is ill or goes on holiday? That’s not to say size is everything – small providers can deliver a personalised service and even act as a bolt-on IT team for your SME – but they must be able to fulfil your needs. So, these might seem like insignificant questions, but asking them will certainly help you avoid any surprises down the line.

9.       A good fit (in more ways than one!)

Finding a provider that’s a good fit for your SME in terms of size, support and values might seem like a big ask, but it’s a crucial one. For small business owners, partnering with any support provider entails a great deal of trust that they will deliver on their promises. So finding the right IT specialist for your company – that you can 100% rely on – often comes down to sharing the same values and making clear agreements from the offset. Whether this entails more formal arrangements such as having a fixed term contract in place or laying out SLAs (Service Level Agreements) is largely up to you, but both parties should know what’s expected – as well as what great IT support looks like.

10.   Happy to help

There’s nothing worse than feeling like you can’t pick up the phone when you have a problem, or like your issues won’t be taken seriously. We didn’t want to add “friendly” to this checklist for fear of marring the other, highly professional criteria we’ve set out..! But do bear in mind that you can’t just enlist a specialist and then forget about them – outsourcing IT support is an ongoing professional relationship, so having respect and good rapport with your provider makes it better for both sides. Plus, having someone on the end of the phone who’s happy to go out of their way to assist you with any issues, and able to explain updates or solutions in plain English, is a huge bonus.

On the lookout for an IT support provider? We know just the people who could help! Get in touch with one of our communicative, transparent, proactive, flexible, expert, excellently reviewed, scalable, suitable, happy to help and – yes – friendly team, to chat through your requirements.

SME Survival Guide: 10 things to look for in an IT support specialist