SQUAREWAVE_OS · v.2026 · Orlando FL
SQUAREWAVETECHNOLOGIES
Managed I.T. that picks up the phone. Drag icons to rearrange. Click to open.
Managed I.T. that picks up the phone. Drag icons to rearrange. Click to open.
A mid-market logistics company with an internal I.T. team of three · Logistics · September 12, 2025
A mid-market logistics company had a three-person internal I.T. team who were, understandably, tired. They needed after-hours coverage without hiring a fourth person. Representative engagement.
Three-person internal I.T. team at a mid-market logistics company. Warehouse runs three shifts. Something is always awake and something is always breaking. The internal lead had been on-call for four years, which is roughly three years and eleven months too long. Hiring a fourth engineer for after-hours only was going to be expensive and slow.
We took ownership of after-hours on-call, 6pm to 8am weekdays and full weekends. Same monitoring, same alerting, but the pager goes to us. We have runbooks the internal team wrote (and that we help maintain), escalation paths back to the internal lead for anything that genuinely needs their call, and a shared ticket system so nothing lives in one person's inbox. Every Monday morning the internal lead gets a summary. What fired, what we did, what they should know about.
The internal I.T. lead slept through her first uninterrupted weekend in about four years. The team's ticket resolution time on business-hours work went up, because they were rested. Nobody quit. That is the metric that matters.