Short answer: for most organisations under about 30 to 40 users, outsourcing is cheaper than employing an IT technician. An in-house technician costs about £32,700 a year. Outsourced managed IT support for 20 users costs £15,600 a year on ABCOM Core (£65 per user per month) or £21,360 a year on Core Secure (£89 per user per month), ex VAT.
Last updated: 17 October 2026. Written by Yann Davies, Managing Director, ABCOM. ABCOM has supported Sussex organisations from Burgess Hill since 1996 and is an NCSC Assured Service Provider (Cyber Advisor, Cyber Essentials).
The cost comparison for 20 users
| In-house technician | ABCOM Core | ABCOM Core Secure | |
|---|---|---|---|
| Annual cost | £32,700 | £15,600 | £21,360 |
| Monthly cost | £2,725 | £1,300 | £1,780 |
| Saving vs in-house | n/a | £17,100 a year | £11,340 a year |
The in-house figure is a £28,500 salary plus 15% employer’s National Insurance and 3% pension. It excludes software, tools, training, recruitment, and cover for holiday and sickness, so the real gap is wider. All prices ex VAT. See the full ABCOM Core and Core Secure plans and our IT support cost guide.
When does in-house become cheaper?
On salary cost alone, one technician costs the same as outsourcing at around 42 users on Core, or around 31 users on Core Secure. Below that, outsourcing costs less. Above it, an in-house hire can make financial sense, though you would still need security tooling, cover and specialist skills on top.
Side-by-side: what you actually get
| In-house technician | Outsourced managed IT (ABCOM) | |
|---|---|---|
| Cost | Fixed salary, plus tools and training | Per user per month, scales with headcount |
| Cover | One person: holidays and sickness leave gaps | A team behind a service desk, Mon to Fri 8am to 6pm |
| Response | Depends on workload | response targets on every ticket, with 2 hours for critical issues |
| Security monitoring | Only if you buy and run the tools | Endpoint protection monitored 24/7 by a SOC |
| Skills | One person’s experience | Wider skills: Microsoft 365, security, networks |
| Commitment | Employment contract | 90-day start or 12-month term, then 1 month notice |
| On-site work | Included | £80 per hour, no call-out charge under contract; remote helpdesk included |
| Microsoft 365 backup | You arrange it | Optional extra |
When in-house makes sense
- You have roughly 40 or more users and steady day-to-day demand
- You need someone on site every day
- You have specialist systems that need a dedicated owner
Many larger organisations also use a hybrid model: an in-house technician for day-to-day work, backed by an outsourced provider for security, projects and cover.
When outsourcing makes sense
- You have fewer than about 30 to 40 users
- You want predictable monthly costs
- You need cyber security, Cyber Essentials or cyber insurance compliance (typically Core Secure or above)
- You can’t afford a single point of failure
5 questions to ask before you decide
- What does one technician really cost once software, training and cover are added?
- Who covers holidays, sickness and resignations?
- Who monitors security outside office hours?
- What response time can you rely on in writing?
- What happens to knowledge and credentials if the person leaves?
Frequently asked questions
Is it cheaper to outsource IT support or hire in-house?
For 20 users, outsourcing with ABCOM costs £15,600 to £21,360 a year, against about £32,700 for an in-house technician, all ex VAT. The in-house figure excludes tools, training and cover.
How many employees do you need before hiring an IT technician?
On salary alone, one technician matches outsourcing cost at around 31 to 42 users. Below that, outsourcing usually costs less.
What does outsourced IT support include?
ABCOM’s plans include unlimited remote support, a 2-hour response for critical issues, proactive monitoring, patch management, Microsoft 365 support and managed antivirus and endpoint protection.
Can I keep my IT person and outsource too?
Yes. A hybrid model keeps a technician day to day and uses a provider for security, projects and cover.
How long is the contract?
A 90-day start or a 12-month term, then 1 month notice.
Are on-site visits included?
Remote support is included. On-site work is £80 per hour, with no call-out charge for clients under contract.
Do you cover my area?
We support businesses in Burgess Hill, Haywards Heath, Brighton & Hove, Crawley, Horsham, Worthing, Lewes, Eastbourne and London, with remote support across the UK.
Get a quote for your team
Book a free, no-obligation IT review with ABCOM on 01444 871200 or at hello@abcom.co.uk.