Transform How You
Deliver IT Support

Is the internal IT team tired of being in constant fire-fighting mode and dealing with the daily distractions from end-user support?

Transform the way you manage IT and operations by:

  • Standardizing and optimizing end-user support
  • Enabling 24/7 service and resolution
  • Refocusing other IT resources on responsibilities to achieve business outcomes
  • Proactively identifying and addressing recurring problems
  • Tracking and analyzing meaningful data, enabling the IT department to run optimally

Mechdyne Global Service Desk

Stop the headaches, fire-fighting, and constant distractions. Optimize operations and standardize remote user support with Mechdyne’s fully managed global service desk. Combining our 20 years of experience with ITIL and industry best practices, our scalable support model delivers results quickly and efficiently, whether your organization produces 500 calls per month or more than 50,000.

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Managed Service Desk Support

Our 100% U.S.-based managed IT service desk relieves the pressure on internal teams and enables them to focus on projects that drive growth and achieve outcomes. As an IT service support team, Mechdyne’s primary goal is to help users get back to working on important organizational goals. The Level 1 team follows ITIL and HDI best practices to provide a robust IT support service.


Standardize End-User Support

Users receive friendly, resolution-focused support 24/7/365. Not an answer and route service. Our team strives to get users back to work as quickly as possible. Putting the right team in place means other internal resources can focus on other responsibilities and goals.

We work with your preferred technology. Mechdyne understands that software and ITSM tools are a significant investment. Configuring and learning a new tool takes even more time and resources. Our Service Desk team is technology-agnostic and can work within most existing tools or provide our ITSM tool, Service Manager. We have significant experience with a variety of ITSM tools such as:

  • ServiceNow
  • JIRA
  • Freshservice
  • Zendesk
  • BMC Remedy

Service Desk Implementation

Effective support day 1 requires adequate planning and training before support begins. Mechdyne works directly with internal teams to configure a solution specific to each client and the technology environment. Our implementation develops the long-term strategy to match an organization’s workflows with a service-oriented, best practice-based IT structure. This results in a comprehensive solution specifically tailored to an organization’s unique needs and objectives.


White Glove Support & Exceptional Client Experience

Downtime is a drain on organizational resources. Executive and C-Suite downtime even more so. Our teams can offer concierge-level support for executive leadership teams as well as other VIPs throughout the organization – both in the office or working remotely. Mechdyne’s team understands that every touchpoint is a chance to provide an exceptional experience. When hiring agents and technicians, Mechdyne not only hires for technical ability, but interpersonal skills, positive attitude, and personality.

These traits, paired with best practices and advanced tools, provide an executive and end-user experience like no other.

What others say about us...

"A partner gives a darn and has skin in the game, the vendor, well not so much. You continue to show why Mechdyne and everyone associated with the firm are the definition of partners. Again thank you so very much from everyone here and our clients and candidates for all you do to support us. We will get through this and the world will settle into a new normal and together we will help our customers thrive."

Vice President, Global IT Success Executive Search Company

"His patience and willingness to help diagnose the problem was appreciated. The issue was resolved without my involvement beyond the initial call. The repair was under way the very next time that I logged on to my computer without being prompted.”

End User Feedback

"I just want to take a moment and say Thank you to you and your team! I know this time is very difficult, but I think you guys are doing awesome work! Keep it up!"

End User Services Supervisor County Government

“[The Service Desk Agent] was amazing!! She was super helpful, friendly, and even recommended the best pizza place in Chicago after I asked her! She’s awesome!”

End User Feedback

“Awesome! Very understanding and patient in walking me through the process. Thanks! All 5 Stars across the board!”

End User Feedback

"Very knowledgeable and had the issue solved in a couple minutes! Made my day :-)"

End User Feedback
IT Service Desk

Additional User Support Services

Audio Visual Support Center
  • 24x7 Remote audio visual support for end-users
  • 55% of AV issues and requests resolved on the first call
  • 90+ NPS user satisfaction score
Audio Visual Support
Level 2 Support
  • Mechdyne’s Level 2 team acts as an extension of the Service Desk or as extensions of our clients’ teams.
  • Whether on-site or remote, Mechdyne technicians are ready to assist wherever users are.
  • Visit our Level 2 page for more details.
Remote & On-Site Level 2 Support
Infrastructure Management Services
  • Network and infrastructure projects and issues can wreak havoc on an organization.
  • From complete network management to strategic, consultative assessments, Mechdyne’s specialists have seen it, done it, and are there to share their focused knowledge with the internal IT teams.
  • Visit our Level 3 Network and Infrastructure Support page for more information.
Infrastructure Management Services
Speak with our Experts...


Please fill out the form below. You can also contact Mechdyne by email ( or by telephone (+1.847.437.8700)