Offshore IT Staffing for Australian MSPs and IT Businesses

Build more capability. Increase capacity. Improve your margins.

Dijital Team helps Australian MSPs and IT businesses build dedicated offshore IT teams in Sri Lanka.

120+
businesses supported
350+
team members in Sri Lanka
ISO 27001
certified information security
Trusted by MSPs & TSPs across Australia, New Zealand and the UK
Digit ITProcisionTech EngineCROFTIBurger ITLucid ITA1 TechnologiesQuadtechKPTechStellar SystemsDanetSherpaTech
The challenge

Finding great IT people in Australia is difficult.

Keeping employment costs under control while continuing to grow can be even harder.

For Managed Service Providers and IT Service Providers, this creates a constant challenge. You need additional technical capacity to support customers, clear project backlogs, implement automation and develop new services, but continually adding Australian-based employees can put pressure on margins and make scaling expensive.

From L1 and L2 Service Desk Engineers through to Automation Engineers, Microsoft Specialists, Project Engineers, Cybersecurity Professionals, Data Engineers, Developers and Sales Administrators, Dijital Team gives Australian technology businesses access to a broader talent pool without needing to establish their own offshore operation.

Build the capability your business needs without allowing the Australian employment market to determine how quickly you can grow.

Start building your offshore team
Smiling technology professional working on a laptop in a bright office

Your offshore team members work exclusively for your business.

  • They use your systems.
  • They follow your processes.
  • They learn your customers.
  • They become part of your team.
Rethink the model

Why Australian IT businesses are looking offshore

Growing an MSP has traditionally meant adding people as you add customers.

More customers create more tickets.
More tickets require more engineers.
More engineers increase payroll.

And if employment costs grow at close to the same rate as revenue, business growth does not necessarily translate into improved profitability.

At the same time, Australian MSPs are being asked to develop more specialist capabilities.

Customers expect expertise across Microsoft cloud, cybersecurity, automation, AI, data, compliance and modern workplace technologies.

That means an MSP doesn't simply need more people. It needs more kinds of people.

Finding those skills locally can take time, and carrying specialist capability entirely within an Australian employment model can become expensive, particularly for small and mid-sized MSPs.

Offshore IT staffing creates another option.

Instead of asking:
“How do we replace Australian employees with lower-cost offshore employees?”
A better question is:
“How do we build the best combination of onshore and offshore capability for our business?”
Onshore

Your Australian team can focus on areas where proximity, relationships and senior expertise create the greatest value.

Offshore

Your offshore team can create additional capacity across operational, technical and administrative functions.

Together

Together, they can create a stronger and more scalable MSP.

Your team, not a service

Offshore staffing is not traditional outsourcing

Offshore staffing and outsourcing are often treated as if they mean the same thing. They don't.

With traditional outsourcing, you typically engage another company to take responsibility for delivering a service or business outcome. They determine how the work gets done and may allocate shared resources across multiple customers.

Dijital Team takes a different approach. We help you build your team offshore.

Dijital Team - L2 Engineer

Your team members are dedicated to your organisation.

  • They can work inside your HaloPSA, ConnectWise or Autotask environment.
  • They can use your RMM.
  • They can follow your documentation.
  • They can work within your Microsoft tenant.
  • They can join your Teams meetings.
  • They can understand your escalation processes.
  • They can learn your customers.
  • And most importantly, they can become part of your culture.

You remain responsible for their role, priorities and day-to-day work.

Dijital Team provides the recruitment, employment, office environment, HR support, equipment and local infrastructure required to make that model work from Sri Lanka.

Your people. Your systems. Your processes. Your customers.

Offshore IT staffing designed for Australian MSPs

Generic offshore staffing companies can recruit technology professionals.

But recruiting someone who will succeed inside an MSP requires a different understanding.

Managed Service Providers operate differently from internal corporate IT teams.

  • Your people work across multiple customer environments.
  • They operate against SLAs.
  • They move between competing priorities.
  • They need strong documentation habits.
  • They need to know when to escalate.
  • They often communicate directly with customers.

And they need to understand that delivering great IT support is as much about communication and ownership as it is about technical capability.

Dijital Team specialises in helping MSPs and IT Service Providers build offshore teams.

That means we understand environments built around technologies and platforms such as:

Microsoft 365Microsoft AzureMicrosoft Entra IDMicrosoft IntuneAzure Virtual DesktopHaloPSAConnectWiseAutotaskNinjaOnePowerShellPower PlatformRewstPian8nMicrosoft FabricNetworking platformsCybersecurity platforms
We aren't simply trying to find someone who knows technology. We are trying to find someone who can become successful inside your MSP.
Roles

What IT roles can Australian businesses hire offshore?

One of the biggest misconceptions about offshore staffing is that it is only suitable for low-level support roles.

For modern MSPs, the opportunity is much broader.

Dijital Team helps Australian technology businesses recruit dedicated people across technical, operational and administrative roles.

01 / 11

L1 Service Desk Engineers

Create additional frontline service desk capacity for ticket triage, user support, routine troubleshooting, account administration and common technical requests.

An offshore L1 Engineer can help remove repetitive work from more experienced technical resources and improve the overall capacity of your service desk.

Skills and platforms
Ticket triageUser supportRoutine troubleshootingAccount administrationCommon technical requests

What MSP owners say

Read more success stories →
They understand MSP businesses. They make sure that the talent that we get really work and fit within our business.
Ben Dampney, Digit ITBen DampneyDigit IT
We were struggling to find an L3 Engineer with the right skills both locally and in the Philippines. Dijital Team were able to find the level of expertise we needed.
Paul Foley, ProcisionPaul FoleyProcision
We gained access to offshore specialists (particularly in Microsoft Power Platform) who could immediately fill our capability gaps.
Matt Hinge, Tech Engine AustraliaMatt HingeTech Engine Australia
Capacity, not just cost

Reduce the cost of growth without reducing capability

There is nothing wrong with wanting to lower the cost of delivering your services.

MSPs need healthy margins. Those margins fund better technology, stronger cybersecurity, employee development, innovation and future growth.

But simply comparing the salary of an Australian employee with an offshore employee understates the real opportunity.

The more powerful benefit comes from changing the capacity mix of your organisation.

For example

Consider an MSP where senior engineers continually resolve service desk tickets.

Those engineers might be capable of delivering projects, consulting with customers, implementing new solutions and generating higher-value revenue.

But they can't do those things if operational workload consumes their week.

Add appropriate offshore service desk capacity and the entire structure starts to change.

  • The service desk gains capacity.
  • Senior engineers gain time.
  • Projects can move faster.
  • Customers receive attention sooner.

The same principle applies across the organisation.

Sales Administrator
A Sales Administrator gives salespeople time.
Automation Engineer
An Automation Engineer creates efficiency.
Project Engineer
A Project Engineer removes delivery bottlenecks.
Finance
A Finance resource gives business leaders capacity.
The question isn't simply:
“How much cheaper is this person?”
The more important question is:
“What can the rest of our team achieve once this capacity exists?”
Dijital Team - Offshore Sri Lanka Team
Build capability earlier

Build specialist MSP capability earlier

One of the biggest opportunities created by offshore staffing is the ability to develop capabilities earlier in your growth journey.

Suppose you know your MSP needs an Automation Engineer. You can see the potential benefits of Rewst, Pia, n8n or Power Automate. There are dozens of repetitive processes you would like to eliminate.

But employing a dedicated specialist at Australian employment costs may not yet make commercial sense. So automation becomes something your senior engineers are expected to do when they have spare time. Which usually means it doesn't happen.

The same challenge occurs with:
CybersecurityPower PlatformData engineeringSoftware developmentAIBusiness intelligenceSales administration

Offshore staffing changes the economics of these decisions.

It can allow an MSP to create a specialist role earlier rather than waiting until the business becomes large enough to justify every capability locally.

That means you aren't simply using offshoring to make today's business less expensive. You can use it to build tomorrow's MSP faster.

Why build your offshore team in Sri Lanka?

Australian businesses have many possible offshore destinations. Dijital Team chose Sri Lanka because of its combination of technology talent, education, English communication, cultural compatibility and commercial value.

01

Sri Lanka has an established professional technology sector with capability across Microsoft technologies, infrastructure, networking, cybersecurity, software development, data and automation.

02

For Australian MSPs, this provides access to a broader pool of technology professionals without requiring an internal operation in another country.

03

Your Dijital Team members also work from our professional offices in Sri Lanka rather than operating as isolated contractors.

04

They have access to workplace infrastructure, reliable connectivity, colleagues, local management and HR support. This creates an environment designed for building long-term teams. Not simply filling temporary remote jobs.

Working hours

A time zone that works for Australian businesses

One of Sri Lanka's significant advantages for Australian MSPs is the practical time-zone alignment.

The exact difference depends on where your business is located and whether daylight saving applies.

Sri Lanka is approximately:
2.5 hours
behind Perth
4.5 hours
behind Brisbane and the Australian east coast during standard time
5.5 hours
behind Sydney and Melbourne during daylight saving

That creates meaningful working-day overlap between Australian and Sri Lankan teams.

Working arrangements can then be structured around the requirements of your MSP.

Now in Sydney--:--
Now in Colombo--:--SLST · UTC+5:30
Sydney
Business day 08:30–17:00
Colombo
00:0006:0012:0018:0024:00
Shift in Colombo03:00–11:30
Your team member works (your time)08:30–17:00
Overlap with your working day8.5 hours

Australian business hours

Some customers want their offshore employees operating predominantly within Australian business hours.

Extended operating day

Others use the time difference to extend their operating day.

For example, Sri Lankan team members can begin earlier in the Australian day, work through operational requirements and still maintain significant overlap with colleagues and customers.

The goal isn't to force your business into a predefined offshore roster.

It is to structure working hours around what your customers and team actually need.

Offshore IT staffing across Australia

Dijital Team helps MSPs and technology businesses build offshore teams regardless of where they are based in Australia.

That includes businesses in:
  • Sydney
  • Melbourne
  • Brisbane
  • Perth
  • Adelaide
  • Canberra
  • Gold Coast
  • Newcastle
  • Wollongong
  • Hobart
  • Darwin
  • Regional Australia

For businesses outside the major capital cities, access to specialist technology talent can be particularly challenging.

Offshore staffing significantly expands the talent pool available to your organisation.

Instead of asking who is available within commuting distance of your office, you can focus on finding the person with the skills, communication and cultural alignment required for the role.

Your systems

Your team works in your technology environment

Offshore staffing shouldn't require you to build a second technology environment.

Your offshore employees can operate inside the systems your business already uses.

  • Your PSA remains your PSA.
  • Your RMM remains your RMM.
  • Your documentation remains your documentation.
  • Your Microsoft environment remains your Microsoft environment.
  • Your security policies remain your security policies.
  • Your customers remain your customers.

Your team members can join daily stand-ups, service desk meetings, technical reviews, one-on-ones, training sessions and company-wide meetings.

They can participate in performance reviews and career development.

They can be included in internal communications and company events.

The objective is to progressively remove the distinction between your “Australian team” and your “offshore team”.

There should simply be: your team.
How Dijital Team makes it work
01

Recruitment designed to find the right person

Successful offshoring begins with recruitment.

The cheapest person available is rarely the right person.

Dijital Team starts by understanding the role you need, what success looks like and how that person will operate inside your business.

That includes:
Technical capabilityCommunication skillsMSP experienceWorking hoursCustomer interactionCultural alignmentAttitudeCareer objectives

Our recruitment and assessment process can include talent acquisition screening, communication assessment, technical testing, cultural assessment and SME interviews.

Only suitable shortlisted candidates progress to you. You then interview the candidates and make the final hiring decision.

You don't receive whoever happens to be available. We recruit to find the right person for your team.

Tell us about your next role →
02

Build your offshore team without building an offshore company

Recruiting someone overseas is only one part of successful offshoring.

Someone still needs to manage:
EmploymentPayrollHROffice facilitiesEquipmentConnectivityEmployee engagementLocal supportWorkplace experienceSecurity processes

For an MSP that initially needs one, three or five people, establishing an overseas entity and building all of that infrastructure yourself is unlikely to make sense.

Dijital Team has already built it.

You focus on leading and developing your people. We provide the local environment around them.

That means you can start with one team member and scale progressively as the model proves itself inside your business.

03

One simple monthly price per role

Offshore staffing should make your cost base simpler. Not more complicated.

Dijital Team operates using a clear monthly price per role.

This gives MSPs greater visibility when modelling service delivery costs, hiring plans and gross margin.

The model is designed to include the infrastructure required around your team member rather than creating a low headline price followed by a collection of additional charges.

Understanding the real cost of a person allows you to make better decisions about where additional capacity will create the greatest commercial impact.

Request offshore staffing pricing →
Security and compliance

Security matters when building an offshore team

Giving any employee access to customer systems needs to be carefully controlled, regardless of whether that person is sitting in Sydney, Brisbane, Perth or Sri Lanka.

Dijital Team is ISO 27001 certified and operates within an established information security management framework.

Access to your environment can be structured according to your policies and requirements, including:

Access controls
  • Multi-factor authentication
  • Conditional access
  • Least-privilege access
  • Endpoint controls
  • Identity management
  • Customer-specific permissions
  • Data loss prevention controls
  • Secure connectivity

Security shouldn't be treated as something added after an offshore employee starts.

It should be part of the design of your operating model from the beginning.

Security and compliance →

Offshore staffing and the Australian Privacy Act

Australian businesses also need to consider privacy when personal information is provided to or accessed by people outside Australia.

Australian Privacy Principle 8 defines the requirements relating to certain cross-border disclosures of personal information.

Depending on the structure of your offshore arrangement, the information involved and the relationship between the parties, additional privacy obligations may need to be considered.

This is why offshore staffing should be implemented with appropriate information-security controls, contracts, access management and an understanding of the information offshore employees require to perform their roles.

For MSPs in particular, customer requirements should also be considered because you may be accessing information on behalf of your own customers.

Privacy and security should therefore be designed into your offshore model rather than addressed retrospectively.

MSP profitability

Offshore staffing can help MSPs improve profitability

A successful MSP needs to balance customer experience, technical capability and profitability.

Too little technical capacity affects customers.
Too much expensive unused capacity affects margins.

The objective is to create the right mix.

Offshore staffing can allow MSPs to add capacity at a different cost base while protecting the specialist Australian resources that create the greatest value.

For example:
L2 Engineer
An offshore L2 Engineer may create additional service desk capacity while allowing an Australian L3 Engineer to focus on projects.
Sales Administrator
An offshore Sales Administrator may allow an Australian Account Manager to spend more time with customers.
Automation Engineer
An offshore Automation Engineer may automate work previously performed manually by multiple employees.
Project Engineer
An offshore Project Engineer may enable projects to be completed and invoiced faster.

These changes can affect far more than the employment cost attached to one role.

They can influence utilisation, throughput, customer experience, scalability and overall profitability.

MSP profitability →
Where to start

Don't start with offshoring. Start with the constraint.

The best starting point for offshore staffing isn't asking:
“What roles can we move offshore?”
Start with:
“What is stopping our business from achieving more?”
Perhaps your L3 engineers spend too much time answering L2 tickets.
Maybe projects are sitting in a backlog.
Your Technical Director could be spending too much time troubleshooting.
Your account managers might be buried in quoting and procurement.
You may have invested in Rewst or Pia but don't have anyone dedicated to implementation.
You might want to develop cybersecurity, data or Power Platform capability but can't justify building every specialist position locally.

Those are the constraints.

Once you identify the constraint, you can determine the role that is most likely to remove it.

  1. 1Start with one person.
  2. 2Integrate them well.
  3. 3Measure the impact.
  4. 4Then identify the next constraint.

That is how offshoring becomes a strategic capability rather than simply a labour-cost exercise.

Start small

Start with one offshore role

You don't need to move your service desk offshore.
You don't need to recruit ten people.
And you don't need to redesign your organisation overnight.
Start with one well-defined role.
For many Australian MSPs, that might be:
An L2 Engineer who creates more service desk capacity.
An Automation Engineer who begins implementing your efficiency roadmap.
A Sales Administrator who removes administrative work from your sales team.
A Project Engineer who helps clear your project backlog.
  1. 1Choose the problem you want to solve.
  2. 2Define what success looks like.
  3. 3Recruit the right person.
  4. 4Integrate them properly.
  5. 5Measure the result.

Then make the next decision based on evidence.

Build a more scalable Australian MSP

Imagine what your business could look like if finding another Australian employee was no longer the primary constraint on growth.

Your service desk has capacity.
Your senior engineers have time to work on projects.
Your automation backlog is being implemented.
Your salespeople are talking to customers instead of producing quotes.
Your Technical Director has time to lead technology strategy.
New services can be developed without waiting until you can justify every specialist position locally.

Your customers continue dealing with your business, your systems and your people. But behind the scenes, you have created a broader talent model capable of supporting growth.

That is the opportunity offshore IT staffing creates.

It isn't about moving your business out of Australia. It is about building the right team across Australia and Sri Lanka to create a better business.

Start building your offshore team
FAQs

Frequently asked questions about offshore IT staffing in Australia

Talk to Dijital Team

What is offshore IT staffing?

Offshore IT staffing involves building a team of employees in another country who operate as part of your existing organisation.

With Dijital Team, offshore team members are dedicated to your business.

They work inside your systems, processes and operating structure while Dijital Team provides the recruitment, employment, workplace and local support infrastructure in Sri Lanka.

What is the difference between offshore staffing and outsourcing?

Traditional outsourcing generally involves engaging another company to deliver a service or outcome.

Offshore staffing involves adding people to your own team.

You determine their responsibilities, priorities, systems and processes.

Dijital Team provides the employment and operational infrastructure that allows those people to work from Sri Lanka.

Is offshore staffing suitable for Australian MSPs?

Yes. MSPs are particularly well suited to offshore staffing because many technical and operational functions are already delivered through cloud-based systems and standardised processes.

Typical offshore MSP roles include L1 and L2 Service Desk Engineers, Project Engineers, Automation Engineers, Microsoft Engineers, Network Engineers, Cybersecurity professionals and administrative positions.

What IT roles can Australian companies hire offshore?

Roles can include:

  • L1 Service Desk Engineers
  • L2 Engineers
  • L3 Engineers
  • Project Engineers
  • Microsoft 365 Engineers
  • Azure Engineers
  • Automation Engineers
  • Rewst Automation Engineers
  • Network Engineers
  • Cybersecurity Engineers
  • SOC Analysts
  • Power Platform Developers
  • Data Engineers
  • Software Developers
  • Sales Administrators
  • Procurement Officers
  • Finance and administration roles

The right role depends on the capacity constraint you are trying to solve.

Can we start with only one offshore employee?

Yes. You don't need a large offshore operation to start.

Many MSPs begin with one dedicated team member, establish the operating model and then add further roles as confidence grows.

Will the offshore employee work exclusively for us?

Yes. Dijital Team's model is based on dedicated team members.

The person you recruit works as part of your organisation rather than being shared between multiple MSP customers.

Who manages an offshore employee?

You manage the person's day-to-day role, priorities and performance just as you would another member of your business.

Dijital Team provides local HR support, employment infrastructure, workplace facilities and the employee experience in Sri Lanka.

Can offshore employees work Australian business hours?

Yes. Working arrangements can be designed around your business requirements.

Sri Lanka provides meaningful working-day overlap with all major Australian time zones, with approximately 2.5 hours difference from Perth and 4.5 hours from Australia's east coast during standard time.

Businesses can structure rosters to provide Australian-hours alignment, extended coverage or a combination of both.

Why does Dijital Team use Sri Lanka?

Sri Lanka has an established professional technology sector with talent across Microsoft technologies, infrastructure, networking, software development, cybersecurity, data and automation.

It provides Australian technology businesses with access to experienced professionals, strong English communication and attractive employment economics while still allowing meaningful working-day overlap.

How much can Australian businesses save through offshore staffing?

The financial outcome depends on the role, seniority, skills required and how the offshore resource changes the wider capacity of your organisation.

For this reason, Dijital Team recommends looking beyond a simple salary comparison.

The business case should consider the total cost of adding capacity as well as the higher-value work your existing Australian team can perform once lower-value or operational workloads are redistributed.

Request a cost comparison →

Is offshore IT staffing compliant with Australian privacy laws?

Offshore staffing can be structured to support Australian privacy requirements, but Australian organisations remain responsible for understanding and meeting their own obligations.

Australian Privacy Principle 8 can apply to certain disclosures of personal information to recipients outside Australia.

Businesses should consider the information being accessed, contractual arrangements, security controls, customer requirements and how the offshore relationship is structured.

Dijital Team's ISO 27001-certified information security management system provides an established security framework around its operations.

How does offshore staffing help an MSP improve margins?

Offshore staffing can lower the average cost of adding capacity, but the larger opportunity often comes from changing who performs particular work.

If offshore L1 and L2 Engineers allow experienced Australian engineers to spend more time on projects, consulting and architecture, the financial effect extends beyond the cost difference between individual employees.

Similarly, Automation Engineers can remove repetitive work from multiple roles while Sales Administrators can create more selling capacity.

Is offshore staffing only about reducing costs?

No. Cost is one benefit, but offshore staffing can also help businesses:

  • Increase capacity
  • Access scarce technical skills
  • Reduce project backlogs
  • Implement automation faster
  • Extend service coverage
  • Create specialist roles earlier
  • Give senior employees more time
  • Build new service capabilities
  • Scale without increasing local costs at the same rate as revenue

For many MSPs, these capability benefits ultimately become more important than the salary saving.

How quickly can Dijital Team find candidates?

Timing depends on the complexity and seniority of the role.

Dijital Team recruits against the specific requirements of your business and screens candidates before presenting suitable people for interview.

You meet the shortlisted candidates and make the final selection.

How do we know which role to offshore first?

Identify the biggest constraint inside your business.

Look at where skilled Australian employees are performing work that prevents them from focusing on higher-value activities.

For many MSPs this points to L1 or L2 service desk capacity, sales administration, projects or automation.

Dijital Team can help you map your capacity constraints and identify the role likely to create the greatest impact.

Ready to build your offshore IT team?

Your growth shouldn't depend entirely on whether the next person you need happens to be available in Sydney, Melbourne, Brisbane, Perth or Adelaide.

Dijital Team helps Australian MSPs and IT businesses build dedicated offshore teams in Sri Lanka that increase capacity, develop specialist capability and create a more scalable cost base.

Start with one role. Build the right capability. Give your existing team more capacity. Then scale what works.

Build a better team. Build a better business. Unlock potential and achieve more.

Dijital Team head office · Level 3, 144 Edward Street, Brisbane QLD 4000
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