How PTP Delivered Secure, Scalable Desktop Support for a Distributed 175+ User Organization
PTP delivered white-glove managed desktop support across multiple portfolio companies, consistently exceeding SLA targets and driving exceptional end-user satisfaction.
Net Promotor Score (NPS)
%
SLA Response Rate
%
SLA Resolution Rate
Overview
A diversified organization supporting 175+ end users across multiple portfolio companies needed a turnkey Managed Service Provider to operate like an internal IT team under the CIO, with high satisfaction and consistent security across onsite and remote staff. PTP delivered Tier 1–3 white-glove desktop support for Windows and macOS, proactive endpoint management and patch compliance, standardized onboarding and offboarding, and centralized Microsoft 365 license and SaaS support. The program strengthened endpoint security with Microsoft Defender for Endpoint, 24x7 monitoring and response via Arctic Wolf EDR, and centralized patching through ConnectWise RMM. PTP exceeded service targets with 98%+ SLA response, 99% SLA resolution, 90 NPS, and 100 CSAT while improving threat visibility, reducing endpoint risk exposure, and enabling reliable support at scale.
The Challenge
Diversified organization operating across multiple portfolio companies, supporting a distributed workforce of 175+ end users. The environment includes a mix of onsite and remote staff with mission critical operational, security, and compliance requirements.
Customer required a white glove Managed Service Provider (MSP) to deliver turnkey, reliable, secure, and scalable end-user desktop support while maintaining high satisfaction scores across all business units and affiliated companies.
Key challenges included:
- Supporting 175+ users across multiple portfolio companies with varying operational needs
- Ensuring consistent endpoint security and threat response across all locations
- Delivering fast, predictable issue resolution and response times
- Managing user lifecycle events (onboarding and offboarding) efficiently
- Maintaining patch compliance and reducing endpoint risk exposure
- Centralizing SaaS application support and license procurement
- Providing dedicated onsite support as needed without impacting service quality or scalability
The organization sought a Managed Service Provider (MSP) capable of operating as a fully integrated internal IT organization, executing strategy and day-to-day operations under the direction of their CIO.
The Solution
The customer partnered with PTP to serve as its IT team and strategic technology partner, working closely with executive stakeholders to deliver a fully managed, white glove end-user desktop support model. The solution was built around proactive endpoint management; advanced security tooling, and consistent onsite and remote support aligned to strict SLAs.
1. End User Desktop Support
- Tier 1–3 desktop and laptop support for Windows and MAC endpoints
- White glove support experience for all end users
- Rapid issue triage, resolution, and documentation
- Dedicated onsite support as requested
2. Endpoint Security & Patch Management
- Microsoft Defender for Endpoint deployed across all user devices
- Arctic Wolf EDR providing 24x7 monitoring, detection, and response
- Proactive threat identification and remediation
- Security events tracked and resolved in alignment with defined SLAs
- Centralized patch management using ConnectWise RMM
- Automated OS and third-party application updates
- Continuous endpoint health monitoring
- Reduced vulnerability exposure and improved compliance posture
3. Onboarding & Offboarding
- Standardized onboarding workflows for new hires that include day one sessions to confirm systems and application access.
- Device provisioning, access configuration, and security baseline enforcement with Microsoft Intune
- Secure and timely offboarding, including access revocation and asset handling
- Coordination with HR and management teams
4. License & Asset Management
- Microsoft 365 End-to-end license procurement and renewal management
- Ongoing support for business-critical applications
- Cost optimization and vendor coordination
5. Security Governance & Compliance
- Virtual CISO services delivered in alignment with Customer executive leadership team
- Risk management guidance and security oversight
- Policy alignment, benchmark scoring and maturity tracking
- SLA-driven response and resolution metrics
The Results
PTP consistently exceeded agreed upon service metrics:
- SLA Response Rate: 98%+
- SLA Resolution Rate: 99%+
- Net Promoter Score (NPS): 90
- Customer SAT (CSAT): 100
Business Outcomes
- Reliable, scalable desktop support for a complex multicompany environment
- Improved endpoint security and threat visibility
- More efficient and reliable onboarding and offboarding with reduced risk
- Predictable issue resolution and response times
- Simplified Microsoft 365 license management and reduced administrative burden
- High end-user satisfaction driven by a white glove support experience
These results reflect PTP’s focus on user experience, successful outcomes, proactive communication, and quick issue resolution.
Conclusion
By partnering with PTP, the customer achieved a secure, efficient, and highly responsive UserOps support environment.
The combination of proactive endpoint management, incident response, desktop monitoring, advanced security tooling, dedicated resources, and strong governance focus enabled the customer to support its growing portfolio companies and user base while maintaining exceptional service quality and end-user satisfaction.
This engagement demonstrates our ability to deliver enterprise grade MSP services tailored to complex, distributed operational environments.
Scale Secure, White-Glove End-User Support for High-Growth Biotech
Support research, corporate, and executive teams with predictable performance and stronger security. Partner with PTP UserOps to improve SLAs, streamline onboarding and offboarding, tighten endpoint controls, and keep users productive in regulated environments.
Schedule your free consultation today.
Tell us a bit about your project to get started with PTP. Fill out the form below and our team will be in touch shortly.