The IT Professional’s Dilemma: Balancing On-Site Presence with Remote Demands


“As an IT professional, I’m curious about the current landscape of our field. With the rise of Managed Service Providers (MSPs) and other service providers, are there many of us who still work on-site for a single company, or have most transitioned to working from home (WFH)? Additionally, could you share the scale of your user support operations? For instance, I’m currently supporting approximately 100 office users and over 200 semi-truck drivers equipped with tablets.”


The IT landscape has undergone significant transformations in recent years, particularly with the advent of Managed Service Providers (MSPs) and the widespread adoption of remote work. As an IT professional, it’s essential to understand these changes and adapt accordingly.

The rise of MSPs has been a game-changer, offering businesses a cost-effective way to manage their IT needs without maintaining a full in-house team. MSPs provide a range of services, from network management and cybersecurity to data analytics and cloud services. This shift has led to a decrease in the number of IT professionals working on-site for a single company.

Remote work, accelerated by the global pandemic, has further reshaped the IT field. Many companies have transitioned to a work-from-home (WFH) model, which has its set of challenges and opportunities for IT support. The need for robust, secure, and reliable IT infrastructure has never been more critical, as employees now access company resources from various locations.

Supporting a Diverse User Base

In terms of user support operations, IT professionals are now supporting a more diverse and geographically dispersed user base. For example, supporting 100 office users and over 200 semi-truck drivers with tablets requires a multifaceted approach. Office users may need assistance with software applications, hardware issues, and network connectivity, while drivers rely on tablets for navigation, communication, and logistics management.

The key to effective support in this environment is flexibility and the ability to quickly adapt to new technologies and support channels. IT professionals must be proficient in remote troubleshooting and providing timely assistance to ensure business continuity.


The role of IT professionals is far from fading; it is evolving. With the right skills and a proactive approach, IT professionals can thrive in this new landscape, providing valuable support to businesses and end-users alike. The future of IT is dynamic, and those who embrace change will continue to play a crucial role in the success of organizations worldwide.

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