Empowering Mental Health Services Through Flexible IT Help Desk Support

About

Helio Health, a leading mental health provider, needed an IT partner to strengthen system reliability and support their growing organization. They partnered with Managed Solution to implement a flexible help desk model that ensures uptime for crisis lines and modernizes their infrastructure.

Challenges

Urgent need for a responsive, mission-aligned partner who could provide flexible support and contract terms to meet their evolving needs.
Active Directory replication failure discovered during onboarding, creating domain instability and risking system uptime.
Modernization requirements, including a structured plan to upgrade all Windows 10 devices to Windows 11 for security and performance.

Key Results

Managed Solution delivered targeted solutions to Helio Health’s most urgent challenges:

Stabilized Active Directory environment by resolving replication failures and restoring domain health, eliminating risk to uptime.
Implemented flexible Help Desk support with deep Microsoft expertise, achieving 94.6% tickets closed on first contact and 100% customer satisfaction.
Modernized infrastructure through structured Windows 11 upgrades, improving security and performance across all compatible devices.

Impact: Over 2,919 tickets resolved, 75.5% First Contact Resolution, and industry-leading response times, ensuring Helio Health’s IT environment is reliable, scalable, and ready to support life-saving care.