Sector
Manufacturing
Environment
Windows Endpoints, Microsoft 365, On-Premises Servers
Engagement Type
IRIS → Managed Services
Technologies
Engagement Overview
Cybernerds was engaged to establish a co-managed IT partnership with a mid-sized manufacturing company that had a two-person internal IT team. The engagement began with IRIS to assess the current environment and define a clear responsibility split, then transitioned into an ongoing co-managed services arrangement where Cybernerds handles cloud infrastructure, endpoint management, and security while the internal team maintains helpdesk and on-premises operations.
Initial State
The organization had a capable internal IT team handling day-to-day operations but was struggling to keep up with security and cloud management responsibilities. Key observations during IRIS included:
- ✓Two-person IT team covering helpdesk, server maintenance, and network operations for 180 users
- ✓Microsoft 365 and Intune licensed but minimally configured — most cloud features unused
- ✓No dedicated security expertise — antivirus deployed but not centrally managed
- ✓Patching inconsistent — IT team unable to maintain a regular cadence while handling tickets
- ✓Azure AD Connect configured but not maintained — sync errors accumulating
- ✓No documentation for cloud configuration or security policies
Key Challenges
- ✓Capacity: Internal team at full capacity with helpdesk and operations — no bandwidth for strategic IT work
- ✓Expertise: Team experienced with on-premises infrastructure but lacked cloud and security specialization
- ✓Scope Clarity: No defined boundary between internal team responsibilities and areas needing external support
- ✓Patching: Inconsistent OS and application patching creating security exposure
- ✓Visibility: No centralized reporting on security posture or endpoint compliance
- ✓Trust: Internal team concerned about losing autonomy or being replaced by an external provider
Solution Design — Co-Managed Framework
- ✓Responsibility Matrix: Documented RACI matrix defining ownership — Cybernerds owns cloud/security, internal team owns helpdesk/on-prem
- ✓Intune Management: Cybernerds manages device configuration, compliance policies, and application deployment
- ✓Security Operations: Cybernerds manages Defender deployment, monitoring, and incident response
- ✓Patch Management: Cybernerds configures and monitors Windows Update for Business and third-party patching
- ✓Identity: Cybernerds manages Entra ID, Conditional Access, and Azure AD Connect health
- ✓Communication: Shared Teams channel with weekly sync and monthly review cadence
- ✓Escalation: Defined escalation path — internal team first contact, Cybernerds for cloud/security issues
Implementation — Transition to Co-Managed
The transition from project-based remediation to ongoing co-managed services occurred over a four-week period with parallel operation to ensure continuity.
- ✓Completed IRIS assessment and delivered prioritized remediation roadmap
- ✓Executed initial remediation — Intune baseline deployment, Defender rollout, Conditional Access enablement
- ✓Resolved Azure AD Connect sync errors and configured health monitoring
- ✓Deployed Windows Update for Business with phased deployment rings
- ✓Created Intune application packages for standard software catalog
- ✓Built shared documentation repository with current configuration and runbooks
- ✓Established shared Teams channel and recurring meeting cadence
- ✓Conducted knowledge-sharing sessions to upskill internal team on Intune and Entra ID basics
Ongoing Operations
- ✓Monthly patch compliance review and remediation
- ✓Quarterly security posture assessment with recommendations
- ✓Defender alert monitoring and incident response
- ✓Intune policy updates and new device onboarding support
- ✓Entra ID and Conditional Access policy management
- ✓Ad hoc cloud infrastructure support and consultation
- ✓Monthly executive summary report for IT director
Outcome
- ✓Clear responsibility split allowing internal team to focus on what they do best
- ✓Cloud and security operations managed by specialists without replacing the internal team
- ✓Patch compliance improved from inconsistent to 95%+ within SLA
- ✓Defender for Endpoint deployed and monitored across all devices
- ✓Conditional Access enforcing MFA and device compliance for all users
- ✓Internal team gaining cloud skills through collaborative working model
- ✓IT director receiving monthly visibility into security posture and compliance status
Strategic Value
This engagement demonstrated that co-managed IT is not about replacing an internal team — it is about augmenting them with specialized capabilities they do not have the bandwidth or expertise to maintain. By defining clear ownership boundaries and establishing structured communication, the manufacturing company achieved enterprise-grade cloud security and endpoint management while preserving the institutional knowledge and responsiveness of their internal team.
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