Help Desk & IT Support
The average employee loses 30 minutes every time something breaks and they have to troubleshoot it themselves.
The Problem
The average employee loses 30 minutes every time something breaks and they have to troubleshoot it themselves. Multiply that across your team, across a year, and it’s a significant number.
The other problem is informal IT. Someone in the office “knows computers” and becomes the default support person. Now they’re doing two jobs, resentment builds, and when they leave, nobody knows how anything is set up.
A proper help desk fixes both.
What We Handle
No issue is too small to ticket. If your team is frustrated enough to ask for help, it’s worth tracking.
Daily support issues we resolve:
- Password resets and account lockouts
- Email problems: sending, receiving, shared mailboxes, spam
- Software errors, crashes, and installation issues
- “My computer is slow.” We investigate, not guess
- Printer and peripheral problems
- VPN access and remote work connectivity
- Microsoft 365 and Google Workspace issues
- New device setup and configuration
- File access and permission questions
Every ticket is logged. Every resolution is documented. You get a monthly report showing ticket volume, resolution times, and recurring issues.
That last part matters more than most people expect. If the same printer jams every week, we’ll flag it and tell you to replace it. We’re not trying to keep billing you for the same problem.
Pricing Options
Standalone Help Desk: $49/user/month
For businesses that want help desk coverage without full managed IT.
- Email and chat support, business hours (M–F, 8am–6pm)
- 4-hour response time SLA
- Ticket portal access
- Monthly reporting
This covers the day-to-day issues. It does not include monitoring, security management, or backup. To add those, upgrade to a managed tier.
Included in Managed IT Tiers:
| Tier | Hours | Response Time | Emergency Response |
|---|---|---|---|
| Essentials ($99/user/mo) | Business hours | 4 hours | N/A |
| Professional ($159/user/mo) | Business hours | 1 hour | N/A |
| Premium ($259/user/mo) | 24/7 | 15 minutes | Yes, included |
[Pick a Plan → Checkout] | [Not sure which? Book a call]
Why Gladiator IT
We’ve been answering these calls since 2012. That means we’ve seen every variation of “my email stopped working” and “I can’t print” and “something is wrong with my computer.”
More importantly, we know the difference between a one-time issue and a pattern. Our ticketing system tracks everything, and we review it regularly. You shouldn’t be paying for the same problem twice.
We support both Mac and Windows. We work across Microsoft 365, Google Workspace, and most business software your team uses. And we communicate through whatever channel your team prefers: ticket portal, email, chat, or text.
What You Can Expect
Week 1: We get your team set up on our ticket portal and document your existing software and accounts. Your staff learns one simple process: when something breaks, submit a ticket or send a message.
Ongoing: Issues get resolved, tickets get closed, monthly reports show you what’s happening. No mysteries.
If the same issue keeps showing up across different employees, we’ll escalate it to a recommendation before it becomes a bigger problem.
Q: How do employees submit support requests?
A: Through our ticket portal, by email, by chat, or by text, whatever your team will actually use. We adapt to your workflow.
Q: What’s the difference between your help desk and just calling our computer guy?
A: Documentation and accountability. Every issue is tracked with a timestamp, a resolution note, and a follow-up if needed. When someone leaves your company, the knowledge doesn’t walk out with them. And when the same problem keeps happening, you’ll know because you can see the data.
Q: Do you support iPhones and iPads, or just computers?
A: We handle company-managed phones and tablets as part of device management. For help desk, we support any device your employees use to do their work, including iPhones, iPads, and Android devices.
Q: What happens after hours if something breaks on the Essentials or Professional tier?
A: For business-critical emergencies outside of support hours on those tiers, we have a process for handling critical after-hours incidents. True emergencies (server down, breach) get escalated. For the full 24/7 SLA with a 15-minute response, that’s Premium.
Q: Can I get help desk coverage for a single location without full managed IT?
A: Yes. The standalone $49/user/month help desk option gives you coverage without the full managed IT stack. You can always add monitoring, backup, or security services à la carte, or upgrade to a full tier when you’re ready.
Ready to Fix Your IT Support?
Stop losing hours to tech problems that shouldn’t exist.
[Get a Free Quote] | [Message Us]
Or view full managed IT tier pricing and pick the plan that includes help desk plus everything else: [See Managed IT Plans]
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Frequently Asked Questions
How do employees submit support requests?
What's the difference between your help desk and just calling our computer guy?
Do you support iPhones and iPads, or just computers?
What happens after hours if something breaks on the Essentials or Professional tier?
Can I get help desk coverage for a single location without full managed IT?
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