Top IT Help Desk Outsourcing in USA Providers: Profiles & Pricing

Note on pricing: Most help desk outsourcing vendors use flexible pricing (per ticket, per user, per hour, or hybrid). Published “sample prices” are illustrative. Your actual cost will depend heavily on your ticket volume, severity levels, coverage hours, languages, and complexity.

1. ScienceSoft (Texas / Global)

Overview & Strengths

• A well-established IT services firm with a strong help desk / support division.
  
  
• Offers L1, L2, L3 support, infrastructure monitoring, white-label services, multi-time zone coverage, and ITIL / ISO processes.
  
  
• Claims user satisfaction scores of 96%+ for some clients, and cost reduction for clients.

Pricing / Sample Rates

• They publish that outsourced help desk ticket prices can range from $6 to $40 per ticket depending on level (L1–L3) and volume.
  
  
• For enterprise help desk packages, they note monthly costs from $3,200 to $7,200+ for basic coverage (depending on ticket volume, hours, SLAs).
  
  
• L1 tickets may cost $6-$14 in many circumstances; L2 in the $22-$28 range by their sample breakdown.
  
  
• They also charge a transition/setup fee (e.g. $1,500–$5,000) to process onboarding, configuration, and training.

Caveats / Considerations

• Those rates are indicative; complex infrastructure, multiple languages, or 24/7 operations increase cost.
  
  
• For many clients, they negotiate custom pricing based on SLAs, ticket distribution, and required specialties.
  
  
• A cost calculator is used to approximate your case.

2. FlairsTech (Canada / Global)

Overview & Strengths

• FlairsTech is fast-growing managed services provider with headquarter in Montreal, and Canada, offices in Poland, Egypt, and across Europe and the Middle East.
  
  
• Provides IT help desk outsourcing, application maintenance, technical help, and managed IT services for clients across multiple time zones.
  
  
• A flexible delivery model enables teams to integrate directly with client workflows and tools.
  
  
• Supports L1–L3 help desks, multilingual environments, and 24/7 operations.
  
  
• Certified under ISO 27001 and ISO 9001, guarantees strong information security and quality management practices.

Pricing / Sample Rates

• Public data reveals an average hourly rate between $30 and $70, variying as per service scope and region.
  
  
• Smaller or regional support contracts may start around $25–$40/hour, while enterprise-level projects or multilingual support may reach a higher end.
  
  
• Typical onboarding and transition costs apply, depending on team size, systems integration, and SLA complexity.
  
  
• Some listings (e.g., TechBehemoths and Clutch) show minimum project values starting at $10,000–$50,000, varying by engagement type.

Caveats / Considerations

• Pricing is not fixed; FlairsTech tends to tailor its model to each client’s scale, volume, and SLA expectations.
  
  
• Rates may vary greatly for 24/7 or multilingual support, or for help desk tiers that need specialized technical knowledge.
  
  
• Their distributed delivery centers allow time zone coverage across North America, Europe, and the Middle East, which may offer cost advantages compared to U.S.-only providers.

3. Global Help Desk Services, Inc. (GHDSi)

Overview & Strengths

• U.S.-based provider (Rocky Hill, Connecticut).
  
  
• Specializes in white-label and blended Level 1 / Level 2 support.
  
  
• Transparency of performance: their marketing claims average response time ~28 seconds, and low call abandonment (~2.9%).
  
  
• Recognized in outsourcing firm rankings (ScienceSoft’s top-help desk list, for example)

Pricing / Sample Rates

• Public sources do not list fixed rates or a standardized pricing schedule.
  
  
• Their site indicates pricing is based on monthly incident volume, hours of coverage, and service types.
  
  
• Because they cater to enterprise clients, minimum volumes or backing contracts are likely required.

Caveats / Considerations

• Without public rate cards, you’ll need detailed proposal requests to compare them.
  
  
• To justify their overhead, they likely need a baseline volume commitment.
  
  
• Because they emphasize white-labeling, part of your evaluation should include how seamless the branding and handoff are.

4. Pomeroy (now part of Ntiva or other consolidations)

Overview & Strengths

• Pomeroy has historically been a major IT managed services / support company with strong U.S. presence, field support, and help desk outsourcing divisions.
  
  
• Good for organizations needing both on-site and remote coverage across U.S. geographies.

Pricing / Sample Rates

• Public details are less accessible; often Pomeroy works via large contracts and client-specific RFPs.
  
  
• You should expect premium rates due to field operations and U.S. footprint.

Considerations

• Well suited for clients wanting domestic presence, regional support and field dispatch.
  
  
• Probability of higher overhead compared to pure remote vendors.

5. Ntiva

Overview & Strengths

• Virginia based U.S. vendor offer managed IT and help desk services.
  
  
• Better known among small to mid-size businesses domestically, with reputation for reliability and service responsiveness.

Pricing / Sample Rates

• Specific public help desk outsourcing rates are not widely published.
  
  
• Their managed service packages tend to bundle support, device management, cloud, and security.
  
  
• Custom quotes are needed as per client size, user count, and SLAs.

6. Integris

Overview & Strengths

• Regulated industries (financial, healthcare) are often targeted with compliance, security, and vertical expertise by Integris to safeguard against Data Security Threats.
  
  
• Assists with help desk + specialized support for industry applications and data privacy needs.

Pricing / Sample Rates

• No reliable public rate cards for help desk outsourcing specifically.
  
  
• Likely premium pricing due to compliance, certifications, and specialized domain knowledge.

7. Dataprise

Overview & Strengths

• Maryland-based managed IT & help desk support provider.
  
  
• Offers broad IT outsourcing in addition to help desks, making them a full-suite partner.

Pricing / Sample Rates

• As with many hybrids MSP + help desk providers, pricing is bundled with infrastructure, service, and support.
  
  
• Public rate cards for pure help desk outsourcing are rare; expect custom quotes.

8. TechMD

Overview & Strengths

• Known in the U.S. for managed IT services and help desk support, especially for mid-to-enterprise clients.
  
  
• Good reputation in reliability, coverage, integration with enterprise infrastructure.

Pricing / Sample Rates

• Public help desk outsourcing rates are not readily available.
  
  
• Likely to use tiered packages or per-user / per-device models.

9. ConnectWise Help Desk Services

Overview & Strengths

• Often used in MSP or white-label help desk roles — they allow other IT service providers to outsource their help desk under their brand.
  
  
• Emphasis on 24/7 help desk, multichannel support, and synergy with MSP operations.

Pricing / Sample Rates

• Because their structure is partly serving MSPs, their pricing can be on a per-client or per-ticket basis.
  
  
• Specific public numbers are not easily found.

10. Accenture

Overview & Strengths

• Global consulting and IT services are giant. Help desk services can be merged with consulting, automation, transformation, and scale.
  
  
• Best for large enterprises with global footprint and complex support needs.

Pricing / Sample Rates

• High-tier pricing toward enterprise-level contracts.
  
  
• Costs are often part of broad managed services / transformation contracts.
  
  
• Not typically competitive for small or mid-market help desk-only outsourcing.

11. Capgemini

Overview & Strengths

• Large IT and management consulting firm with outsourcing capacity.
  
  
• Can tie help desk offerings into digital transformation, strategy, and consulting layers.

Pricing / Sample Rates

• Similar to Accenture, pricing is geared to enterprise-level deals, not small standalone contracts.

12. Infosys / Infosys BPM

Overview & Strengths

• Strong global presence and process maturity. Good for clients needing discipline, automation, and large scale.
  
  
• They combine help desks with automation platforms, digital services, and global support.

Pricing / Sample Rates

• Due to their scale and brand, pricing is typically premium.
  
  
• They often structure multi-year contracts with built-in transition and transformation elements.
  
  
• Likely to compete via economies of scale, offering better per-ticket costs for high volume.

How to Use This Information & What to Do Next

1. Narrow to your class

If you are a mid-sized or regional business, the giants (Accenture, Capgemini, Infosys) may be overkill or too expensive. Companies like ScienceSoft, GHDSi, Ntiva, or FlairsTech managed services provider may offer better fit and ROI.

2. Request multiple proposals

Use the above as a starting list. Ask each vendor for a proposal with:

• Volume of users/support tickets
  
  
• Hours of coverage (8×5, 24×7, etc.)
  
  
• Support levels needed (L1, L2, L3)
  
  
• Languages required
  
  
• SLA expectations (response time, FCR, uptime)
  
  
• Transition/setup costs and ramp timeline

3. Compare beyond price

Focus also on metrics: CSAT, first contact resolution, retention, communication fluidity, SLA adherence, escalation paths, and ease of integration.

4. Run a pilot

Most good vendors will allow a trial period for a subset (e.g., one department or region) to assess their real performance before full commitment.

5. Watch for hidden costs

Some vendors underprice but then add fees for after-hours support, tool licensing, extra languages, or escalation. Ensure the contract is clear.

Conclusion

Choosing the right IT help desk outsourcing partner in 2025 is about balancing the cost and quality. While the market offers various options; from specialized boutique providers such as ScienceSoft and GHDSi to global giants like Accenture and Infosys, the right and best choice depends on your enterprise size, support requirements and complexity.

A successful help desk partnership must deliver measurable improved results in due response times such as user satisfaction, and overall IT efficiency while allowing your internal team to focus on more strategic initiatives. With the right vendor and a well-defined contract, help desk outsourcing can transform your support operations from a cost center into a competitive advantage.