How to Manage Remote IT Support for Global Teams with Deel IT

An estimated 377,000 large companies employ at least 250 people worldwide. Hiring global talent offers numerous benefits for businesses, but it can be a logistical nightmare for IT teams. Providing devices, support, and security to users across the world’s 24 different time zones is a serious challenge. But it’s a challenge made easier when you use an all-in-one solution like Deel IT, custom-built to help companies deliver effective remote IT support.

This guide explores some common roadblocks experienced by companies with distributed workforces. We’ll also provide five actionable strategies to overcome them.

The importance of remote IT support in the success of global teams

As the working world becomes more flexible, 98% of people say they’d like to continue working remotely, at least some of the time, for the rest of their careers. Doing so has significant advantages, both for the company and its people. Companies with remote employees can reduce overheads like office rent and utility costs while graduating their talent pool from local to global. Similarly, remote work allows employees to choose a better work-life balance and reduce their cost of living.

While a wide variety of digital solutions exist to boost collaboration among remote teams, distributed workers all need access to an effective and reliable IT support desk, as:

It maintains employee productivity and satisfaction

In global companies, employees don’t have the luxury of having an IT service technician attend their cubicle to offer a quick fix to their desktops. End users must explain their issue over the phone, by email, or live chat, then allow the service technician to control their device remotely or follow their step-by-step instructions to remedy the problem.

Unfortunately, Forrester research finds that only 55% of employees feel completely supported by their service desk. Workers want fast resolutions to their problems, regardless of location or time zone. And when they receive this, 91% of workers promise they’ll be more productive.

It minimizes downtime and operational disruptions

Employees can't do their jobs when their hardware or software doesn’t function correctly. Look no further than the CrowdStrike outage in July 2024 as proof. When the cybersecurity company deployed a faulty update to its Falcon Sensor software, the issue quickly affected users in Asia and Australasia before causing widespread chaos in Africa, Europe, and the Americas as the problem swept from east to west across timezones.

CrowdStrike quickly issued a software update, but computers that had already been impacted could not start properly and became stuck in a recovery boot loop. IT admins from individual companies worked tirelessly around the clock to minimize operational disruptions to their respective global teams and get their devices working again.

It protects company assets and sensitive data

Security breaches are rightfully a top concern for company leaders in any location. In the third quarter of 2024 alone, 422.61 million data records were leaked, impacting millions worldwide.

Remote IT departments are instrumental in keeping company devices and data secure, protecting the business from compliance penalties, legal action, and the loss of reputation that comes with any type of breach.

Common obstacles in managing remote IT support

Remote IT support faces obstacles that differ from your average on-site IT setup:

Time zone complexities

When your user base is distributed, the working day doesn't end at 5 pm. Companies must set their teams up for success by providing round-the-clock support to employees across continents.

Follow-the-sun is a type of workflow that global companies may use to achieve this. At the end of a workday in one location, IT teams hand open service desk tickets to technicians logging on in the next time zone. This allows employees to sign off in the evening, knowing their issue is being looked at overnight. Of course, this only works if you have IT team members based across the world to offer a sequence of 24/7 continuous support.

Device logistics

Employees can only complete their work if they have a device to work on. New employees or those requiring a device upgrade will need a reliable computer shipped to them, while IT teams must be able to recover hardware, such as desktops, laptops, tablets, or a wide range of accessories, like printers and scanners, to maintain them.

This can be a logistical nightmare for IT teams supporting employees in locations as varied as New York, Delhi, and Budapest. Some companies may be tempted to use local suppliers in each of these locations, but this makes it harder for IT teams to standardize configurations, pricing, and after-sales support.

Lack of IT visibility

Alongside equipping employees with their devices and getting them set up, IT teams must also be able to track the whereabouts of every asset in their inventory and understand its status. Unlike a physical office space, where a technician can whizz around an open plan layout and quickly take stock, remote IT teams need visibility into each device’s usage, health, and exact location—even those on different continents.

Security and compliance risks

Working with a remote global workforce provides your organization with more flexibility and freedom but may also expose you to security risks. Ivanti’s Everywhere Work report highlights that risky IT behaviors are more pronounced in remote work than in office environments. For example:

• 47% of people use their personal mobile phone for work
• 36% use their personal computer for work
• 29% use their personal phone as a hotspot
• 20% use a public Wi-FI

Unsurprisingly, then, security incidents account for 41% of service desk tickets raised. IT teams supporting a global workforce must know how to handle these security and compliance risks, bearing in mind that local laws may dictate how or where employees can store company data. Similarly, IT professionals must adhere to regional regulations such as GDPR, which affect all companies with employees in Europe.

Scaling operations

Evolving businesses have big plans and don't want to be slowed down by a lack of IT support. Imagine an international SaaS company ready to open a new branch office in Berlin. They need to equip 50 new employees with devices and software. And they also want to provide the same level of IT support and systems to these employees as they do for their 4,000 existing global workers.

When companies extend their remote presence or build out a new office, they must be able to scale up their support team to meet employee demand. Having experienced managed service providers on hand can help businesses achieve this without having to hire additional in-house staff.

5 key strategies to manage remote IT support effectively

The following strategies provide a roadmap for implementing efficient, scalable, and proactive IT support tailored to the needs of global teams:

1. Adopt a 24/7 IT support model

Employees facing technical issues can't afford to wait until their local IT team clocks in—these delays lead to downtime, frustration, and lost productivity. A 24/7 IT support model offers your employees assistance as and when they need it, no matter where they are. Here's how to implement it effectively:

Establish a global support structure

Hiring IT personnel or contract services in key time zones is one way to provide round-the-clock support. But be aware that building such a team can be resource-intensive, requiring significant investments in staffing, training, and coordination.

Set up ticketing systems for efficient tracking and resolution

A robust ticketing system, such as Zendesk, Freshservice, or monday service is essential to managing IT requests across a distributed workforce. These platforms enable you to:

• Track and prioritize tickets to address issues promptly
• Give employees visibility into the status of their requests
• Generate insights into recurring issues, helping your team proactively address any obvious root causes

Use Deel IT’s 24/7 support feature

Deel IT simplifies the process of implementing a 24/7 IT support model with a scalable, on-demand feature tailored to the specific needs of your distributed team. Here’s how Deel IT’s 24/7 add-on feature can transform your operations:

• Global coverage: Deel IT extends support to any location worldwide, ensuring employees in every time zone can access to expert assistance.
• Multi-channel access: Employees can report and resolve issues through Slack, live chat, email, or video calls, offering flexibility and ease of use.
• Multi-platform support: Deel IT supports devices across major operating systems, including Windows, macOS, Linux, iOS, and Android.
• Scalability: Whether your team is small or rapidly expanding, Deel IT grows with your organization, preventing IT bottlenecks and reducing the workload for in-house teams.

2. Implement robust device lifecycle management

IT support teams need to implement clear strategies that encompass the entire lifecycle of every device in their inventory. Here’s what to consider as you build your policies and systems:

Create a clear workflow for device provisioning

Your IT support teams should never feel like they’re operating on the fly. Introduce consistency into your device deployment workflows by defining pre-loading configurations for every role in your organization. For example, you might group employees by rank, role, or department, allowing you to provide the same software and security settings to everyone within the same group.

Streamline your delivery, repairs, and returns in every location

Employees should have the same access to quality, pre-configured hardware, regardless of their location. Lean on Deel IT’s global device logistics to procure, deploy, and repair equipment in 130+ countries worldwide while saving time and money during device lifecycle management.

In the case of Voiceflow, an AI chatbot-builder platform, Deel IT allowed the company to save $10k+ in equipment delivery processes and win back 3 days per new hire.

At the other end of the employee lifecycle, Deel IT also allows you to offboard devices remotely, so you can quickly retrieve the hardware, remove any company data, and revoke security access.

Expect to save $1,190+ per device vs. managing in-house when you switch to Deel IT. You'll also save 500+ IT hours based on devices for 100 employees annually.

Schedule regular device audits

Deel IT provides a centralized dashboard so you can manage a mixed device fleet from deployment to end-of-life. You'll gain under-the-hood details about device health and performance, allowing you to quickly flag any issues before they disrupt operations

3. Strengthen your IT security frameworks

With lost and stolen hardware accounting for 17% of all data breaches, securing mobile company assets like smartphones, laptops, and tablets is a top priority for IT teams. A strong security framework minimizes risks, protects sensitive data, and ensures compliance with global and regional regulations. Here’s how to build a robust approach to IT security:

Educate employees on best practices

Employees are often the first line of defense against cybersecurity threats. Regular cybersecurity training is essential to keep them informed about potential risks and empower them to act responsibly. Training should cover:

• How to recognize phishing attempts and malicious links
• The importance of using strong, unique passwords and enabling two-factor authentication
• Why they should avoid risky behaviors, such as connecting to public Wi-Fi without a VPN

Deploy Mobile Device Management (MDM) solutions

Deel IT’s Mobile Device Management (MDM) solutions are critical for enforcing security policies across a distributed workforce. MDM tools provide IT teams with the control they need to secure remote devices and reduce vulnerabilities. They:

• Ensure mandatory encryption to protect data stored on devices
• Remotely wipe devices if they’re lost or stolen, preventing unauthorized access
• Monitor compliance with security protocols in real-time

Apply standardized security protocols across all devices

Deel IT simplifies and enhances security management for remote and hybrid teams by integrating powerful MDM solutions and standardized protocols. With Deel IT, organizations can:

• Apply standardized security protocols across devices: IT teams can enforce consistent policies globally while ensuring IT compliance with region-specific regulations, like GDPR.
• Secure devices with remote management: Instantly lock, erase, or update devices, reducing the risks associated with lost or stolen hardware.
• Protect against threats proactively: Deel IT’s centralized platform provides visibility into device security, allowing IT teams to identify and address vulnerabilities before they become critical.

4. Leverage automation

Automation is the key to reducing IT workload and streamlining repetitive, manual processes. Deel IT’s platform offers a range of automation features that optimize device management, security, and support:

Use zero-touch deployment

Deel IT offers zero-touch deployment to pre-configure and set up devices before shipping, ensuring all pieces of kit arrive ready to use. This feature is especially beneficial when managing large fleets of devices—all your end users have to do is plug and play them. Among the many benefits of zero-touch, onboarding is quicker, human errors are eliminated, and you'll gain back valuable hours to spend on more strategic IT work.

Automate updates

Remote device maintenance is made easy with automation. Deel IT’s remote management capabilities automatically apply updates and security patches to keep your systems current and protected without the need for manual intervention.

Set up recurring notifications

For those regular but essential tasks, like checking warranties and renewing licenses, Deel IT keeps you on track with recurring reminders that reduce operational delays.

5. Centralize your IT operations

If your current remote IT setup resembles a patchwork of support systems to cover your distributed workforce, a centralized approach is a much-needed alternative that promotes efficiency and cost savings. Simplify your global IT ops by:

Migrating to an all-in-one IT management platform

A consolidated approach to IT management is essential when managing a remote user base. Instead of dealing with a network of third-party vendors, an array of different support tools, and local suppliers, you’ll have everything you need under one roof.

Deel IT is that solution, integrating device lifecycle management, compliance tracking, support tools, and more so your remote support processes run without a hitch. Our platform also provides seamless connections with the rest of Deel’s suite of tools, including our payroll and HRIS solutions.

Consolidating your IT requests

Streamlining your IT requests through a unified helpdesk allows you to prioritize and escalate service tickets accordingly. You can assign the right technician to the right case based on their timezone, availability, and skillset.

Simplify global IT support with Deel IT

Deel IT empowers your business to overcome the challenges of remote IT management with ease. From 24/7 support and global device logistics to automation and compliance tracking, Deel IT has everything you need to keep your distributed teams productive.

Ready to revolutionize your IT support? Book a demo today and see how Deel IT can help you manage a global workforce.