Four Pillars.
One Standard.

Fractional IT Leadership

Growing companies between 75 and 500 employees hit the same wall: too complex for a generalist IT manager, not large enough to justify the $380K–$420K fully loaded cost of a full-time CIO. The result is reactive IT, unmanaged vendors, and a technology stack that slows the business down instead of accelerating it.

Ironframe gives you a seasoned IT executive — someone who has led 30,000-user environments, managed global operations across 30+ countries, and built teams from 2 to 85+. We bring enterprise-grade leadership to your organization with a single commitment: your IT operations get our full attention, full experience, and the same standard of execution delivered at the largest organizations in the country.

• IT strategy aligned to business objectives and growth trajectory
• Vendor selection, contract negotiation, and ongoing performance management
• Technology roadmap with clear milestones, dependencies, and ROI targets
• Board-ready IT reporting, KPI dashboards, and executive briefings
• Team structure, hiring, performance management, and offshore/nearshore integration
• AI readiness assessment — identifying where automation and AI tools create real operational value

Service Desk Transformation

Experience-measured operations — managed to Experience Level Agreements (XLAs) with service telemetry that catches friction before it becomes a ticket. A reactive help desk isn't just an IT problem — it's a productivity drain, a morale killer, and a signal to your employees that leadership doesn't take their time seriously. Most service desks fail not because of tools, but because of process gaps, poor metrics, and the wrong staffing model.

We've built and rebuilt service desks supporting 30,000+ users across financial services, professional services, and enterprise environments — including global operations spanning 30+ countries with multi-language, multi-timezone support models. We've deployed Amazon Connect contact centers, integrated AI-powered triage and routing, and designed staffing models that balance cost with quality at scale.

• Current state assessment, gap analysis, and maturity benchmarking
• ITSM platform optimization — ServiceNow, Remedy/BMC Helix, Jira Service Management
• SLA design, ticket workflow architecture, and escalation frameworks
• Reporting that shows backlog, SLA risk, staffing pressure, and executive-level performance trends in one view
• Staff coaching, shift model design, and offshore/nearshore integration
• Amazon Connect deployment and AI-assisted triage implementation

M&A IT Integration

Acquisitions create IT chaos. Duplicate systems, incompatible infrastructure, divergent security postures, and two organizations that have never operated as one. Most integration failures trace back to IT — and most of those failures were preventable.

Ironframe brings a structured, proven approach to M&A IT integration — from pre-close due diligence through post-merger stabilization. We've led IT through multi-company mergers, integrations, and divestitures spanning 30+ countries. We've dissolved business units, migrated entire user populations across identity platforms, and consolidated infrastructure under aggressive timelines with PE-backed investor scrutiny.

• Pre-close IT due diligence and risk assessment — infrastructure, security, licensing, and technical debt
• Integration roadmap from Day 1 through full harmonization with clear milestones
• Infrastructure consolidation, domain migration, and identity management (Okta, Azure AD)
• Security and compliance alignment — Zscaler, CrowdStrike, SOC 2
• User communication, change management, and training across merged organizations
• Divestiture planning — clean separation of IT assets, licensing, and data when spinning off business units

Major Incident Management

When a P1 hits, most organizations improvise. Bridges fill with people talking over each other, stakeholders demand updates no one can give, and the incident drags on while the business bleeds revenue. The difference between a 2-hour outage and a 12-hour outage is almost always process — not technical skill.

We've managed major incidents across 30,000-user environments where downtime meant business-critical disruptions, trading floor outages, and compliance exposure. We build Major Incident Management frameworks that bring structure to the most chaotic moments in IT operations — incident command frameworks, escalation design, and post-incident review.

• P1/P2 process design, runbook development, and severity classification frameworks
• Incident command structure, RACI definition, and bridge protocol
• Executive communication templates for major incidents — impact, owner, next step, and ETA
• Post-incident review framework, root cause analysis methodology, and corrective action tracking
• Scoped retainer for incident command framework implementation and major-incident readiness