Managed IT support is the whole job: a helpdesk your team actually gets answers from, infrastructure that’s monitored before it breaks, security built into the baseline rather than bolted on, and someone accountable for where your technology is heading. That’s what 3rdmill has been doing for Australian businesses since 1997, with teams in Sydney and Melbourne.
What’s included
A support desk with depth. Phone and email support through an ITIL-based ticketing platform, with Level 1, 2 and 3 engineers in-house, so escalations happen in minutes, not vendor callbacks. Windows and Mac, desktops and mobiles, printers, wireless and the standard app stack. You also get a customer portal with your tickets, asset list and invoices in one place.
Proactive, not reactive. Monitoring and alerting across your servers, network and workstations; patch management and device health checks running on schedule; incident, problem and change management done properly. Onsite support during business hours is included, and we escalate to your other vendors on your behalf so you’re never the go-between.
Security in the baseline. Every managed services client starts with endpoint detection and response, advanced email protection, and daily backup checks with regular restore testing. From there we can step you up to 24/7 managed detection and response, application control, password management and dark web monitoring as your risk profile requires. Security isn’t a separate quote for the basics; it’s how we build.
Account management that looks forward. A dedicated Customer Success Manager, monthly reporting, regular account meetings, and infrastructure reviews with recommendations. Twice a year we sit down for strategic planning: roadmap, budget, what’s next. This is how our clients stay ahead of their growth instead of chasing it. It’s the engine behind
IT that scales with you.
How onboarding works
Phase 1 – Audit. We issue a detailed Request for Information, run remote and onsite assessments of your environment, deploy our support agents, and assess every device for age, health and patch level. You don’t need to know what to hand over; we know what to ask for.
Phase 2 – Remediate and baseline. We fix what the audit found: patching, replacements where needed, and anything below our minimum standard. Then the security baseline goes in: cloud backup, email protection, endpoint detection and response.
Phase 3 – Go live. Monitoring and alerting configured, licences transferred, your environment documented (including onboarding and offboarding processes, VIP users and third-party contacts), and monthly reporting switched on. From here, your team has one number and one email for everything.
Coming from another provider? The handover is our problem, not yours — here’s
exactly how switching works.
Who it’s for
Growing Australian businesses, typically 20 to 200 staff, that have outgrown ad-hoc IT — whether that’s a solo technician, an unresponsive provider, or an internal person drowning in tickets. If you have internal IT, we work alongside them: they keep the local knowledge, we bring depth, escalation and coverage.
Frequently asked questions
What does managed IT support include?
Level 1-3 helpdesk by phone and email, proactive monitoring and patching of servers, networks and workstations, incident and change management, onsite support during business hours, vendor escalation, backup checks, a security baseline including endpoint detection and email protection, plus a dedicated Customer Success Manager, monthly reporting and regular strategy reviews.
What does managed IT support cost?
Your IT should be costing you between $100 and $250 per user per month, depending on the level of cyber maturity your business requires. Per-user pricing means the cost scales in a straight line with your headcount.
What isn’t included?
New hardware and software costs, after-hours onsite work, telephony and AV support, and project work such as migrations or office moves. Anything outside scope is quoted separately before we start, so there are no surprise invoices.
Do you support both Windows and Mac?
Yes. Desktops, laptops and mobile devices across Windows and Mac are covered, including the standard Microsoft, Adobe and browser application stack.
How long does onboarding take?
A typical onboarding runs three to four weeks across three phases: audit, remediation and baseline, then go-live. Your team is supported from day one, and if you’re switching from another provider we handle the handover.
IT support that answers, plans ahead, and scales with you.
Tell us where your IT is falling short and we’ll show you what good looks like, including what it should cost.
Enquire today
