Co-Managed Help Desk: KPIs & RACI Matrix
In a co-managed help desk model, your internal IT team works alongside our MSP experts to deliver seamless support. To ensure transparency and continuous improvement, we track key performance indicators (KPIs) and define responsibilities using the RACI (Responsible, Accountable, Consulted, Informed) framework.
Key Performance Indicators
Monitoring the right metrics helps you understand service levels and identify areas for improvement.
Here are essential help desk KPIs:
First Response Time
The time between a customer submitting a ticket and receiving the first response. Fast first response shows that requests are acknowledged promptly.
Average Resolution Time
The average time it takes to resolve a support case. Shorter resolution times indicate efficient problem solving.
Ticket Volume
The total number of tickets created in a given period. Tracking volume helps plan staffing and identify patterns.
Resolution Rate
The percentage of tickets resolved versus those opened. A high resolution rate signals effective troubleshooting.
Additional KPIs We Track:
Customer Satisfaction (CSAT): Feedback collected from users after ticket resolution
Escalation Rate: Percentage of tickets requiring higher-tier support
Knowledge Base Usage: Self-service adoption and article effectiveness
RACI Framework
RACI is a responsibility assignment matrix that clarifies who does what on a project.
The initials stand for:
Responsible
People who do the work to complete the task
Accountable
Person ultimately answerable for completion
Consulted
Stakeholders asked for input
Informed
Individuals kept updated on progress
| Task | Responsible | Accountable | Consulted | Informed |
|---|---|---|---|---|
| Password reset ticket | MSP help desk (Tier 1) | Internal IT manager | Department head | End user |
| Patch deployment | MSP engineer | Internal IT manager | Software vendor | End user |
| Security alert triage | MSP SOC | MSP SOC manager | Internal IT team | Executive team |
Benefits of KPIs & RACI
RACI is a responsibility assignment matrix that clarifies who does what on a project.
The initials stand for:
Visibility & Improvement
- Data-driven insights into service performance
- Continuous improvement through metrics tracking
- Identification of training and process gaps
Accountability & Collaboration
- Clear ownership and responsibility
- Enhanced teamwork between internal and MSP teams
- Reduced friction and confusion