Scaling to 25 people, IT management becomes its own job

At 25 employees you no longer have 'someone who does IT on the side', you need someone with IT as their main job or an external partner with a fixed service model. Otherwise simple things become slowly unmanageable.

Try this first

1. 1Estimate how many hours per week your team collectively spends on IT issues, multiplied by hourly cost that is your hidden cost item.
2. 2Build a service level agreement with your IT partner or internal lead, how fast they react to a ticket and what escalation looks like if they miss it.
3. 3Split roles across technical admin, user support and strategy, one person usually does not do all three well.
4. 4Standardise hardware rollout and MDM policy, otherwise every onboarding is a unique project and stays a drain on your team.
5. 5Start a self-service portal for recurring questions, password reset and software requests, that cuts a lot of ad-hoc questions.
6. 6Plan a yearly budget review with the supplier, do not silently renew, contracts may need to change as you grow.

None of the above fits?

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