Support as a Service · Built on ITIL
We assess, transform and operate IT support for growing companies. You run your business and we make support measurably better and sustainable.
Global brands, EU institutions and fast-growing companies trust us with their support operations.
The CTO Model
One journey, three phases. Start where it hurts most: each phase stands alone or flows into the next.
Discover, Diagnose, Define.
We measure how your support really performs. ITIL-aligned maturity assessments, performance audits and operational health checks turn gut feeling into a prioritized plan.
Design, Build, Enable.
We redesign processes and configure the tools to match, from Jira Service Management to ServiceNow. Then we train your team so the new way of working sticks.
Deliver, Support, Improve.
We run support with you or for you. An embedded L1 to L3 team handles incidents, changes and application support within agreed SLAs, with reporting that keeps improving the operation.
Support as a Service
From the first assessment to daily operations, we drive the whole journey: plan it, implement it, operate it. Your managers get outcomes and clear reports, not another project to babysit.
Book a Free ConsultationThe payoff
We sell results, not hours. These are the outcomes our engagements are designed around.
30%
Proper triage, priorities and automation stop the constant interruptions, and give your engineers their focus back.
40%
Root-cause elimination through problem management means the same ticket stops coming back.
Weeks
Our assessment pinpoints exactly where tickets pile up, who is overloaded and which process step leaks time.
0
We plan, implement and run the changes ourselves. You review outcomes in a clear monthly report.
100%
Documented workflows and clean audit trails come as a by-product of daily work, not a panic before the audit.
SLA
Response and resolution targets you can put in front of your board, with live dashboards proving they are met.
Capabilities & credentials
Certified expertise, hands-on tooling experience and a track record across industries. Proof, not promises.
Certified at the ITIL Strategic Leader level, the framework’s highest strategic designation, with deep working knowledge of ITIL 4 practices.
Jira Service Management, Freshservice, Zendesk, ServiceNow, Freshworks, Linear and more: selection, configuration, automation and reporting.
SLA/OLA design, escalation frameworks, and incident, problem and change management built to be measurable.
Finance & banking (including EU institutions), FMCG, telecom, insurance, building technology, SaaS, healthcare and the public sector.
Sound familiar?
Six symptoms we see everywhere, and what we do about each one.
Problem 01
Our fix
We design measurable SLAs and configure live tracking and breach alerting in your ITSM tool.
Problem 02
Our fix
Proper triage, prioritization and problem management cut repeat incidents and give your engineers their time back.
Problem 03
Our fix
One front door: a configured service desk with request types, queues and automation that routes work to the right people.
Problem 04
Our fix
ITIL-aligned processes with documented workflows and audit trails make audit-readiness a by-product of daily work.
Problem 05
Our fix
We build the categorization scheme and priority matrix, and wire SLA targets to them, so every ticket has an owner and a clock.
Problem 06
Our fix
We introduce structured problem, service request and change practices sized to your team. Process where it pays, not bureaucracy.
How we work
Every engagement follows the same disciplined path, from a two-week assessment to a multi-year operation.
We study how your support works today: data, tools, interviews. Evidence, not assumptions.
A prioritized plan matched to your size, industry and constraints. Quick wins first, structural fixes sequenced.
We build, train and measure. Progress is reported against the KPIs we agreed, visibly and honestly.
50 – 1,000 employees
That is our sweet spot, but we also help smaller teams get structure early and larger enterprises untangle complexity.
“I have loved working with you and the amazing team we have, it made doing the job 100 times easier and enjoyable! You are so proactive and always thinking two steps ahead. The kind and inspiring words of thanks from the product owners across Convex are testament to your work ethic and value as a colleague.”
“The team has done an incredible work planning, scoping and delivering the transfer of key account technical support. This has freed up 40%+ capacity for the Success and Engineering teams to focus on development, testing, adoption, engagement and renewing. The feedback from our customers is so far very positive, the CSAT improved from 80% to 94% at our technical support touch-points. I particularly like the learning culture of the team and that you constantly improve not only the efficiency but also the tone of voice and quality of support.”
“Thank you for your support over the years, I really appreciated your determination to find solutions and reliability. You always followed up on open topics and responded promptly to emails.”
“You are one of the most professional and skilled team I have worked with. Your expertise is strong, but what really stands out is your efficiency. You are organized, systematic, and whenever there is a gap or missing structure, you proactively create frameworks or processes without hesitation. Your ability to bring order to chaos and act as a key bridge between the P&E and CS teams is impressive.”
Meet the founder
Founder · ITIL Strategic Leader
Supportimize is led by Milan Meszaros, an ITIL certified IT operations leader with a decade of experience running, transforming and scaling support operations across banking, insurance, SaaS and FMCG. He has led teams of up to 15 people spanning Europe, the US and APAC, and holds the ITIL Strategic Leader designation.
Supported the bank’s internal Collateral Management System, the platform behind front office, back office and liquidity management operations with billions flowing through. Also supported the bank’s trading platforms including BrokerTec, Eurex F7, MarketAxess, MTS, SIX CO:RE and Tradeweb, in one of Europe’s most demanding and multicultural regulated environments.
Supported a portfolio management platform for the bank’s Wealth and Asset Management division, the system its portfolio managers rely on every day to run client mandates. Owned a monthly release cycle from end to end: rolling out each new version, tailoring the configuration to the bank’s requirements, then running the incidents, change requests and stakeholder meetings around every upgrade, so new functionality reached the desk on schedule and without ever disrupting it.
Built the entire support program from scratch as a service: unified ITIL processes, Jira workflows, categorization, dashboards and SOPs, leading a team of 15 covering multiple in-house applications used by underwriters daily.
Led global support teams across EU, US and APAC through a major on-premise to SaaS transformation at AFS Technologies (TELUS), and shaped third level SaaS support strategy at MeisterLabs, the company behind MeisterTask and MindMeister. Beyond these highlights, many more companies across industries have been served along the way.
Together these form the official ITIL Strategic Leader designation.
Connect on LinkedInSupportimize doesn’t just support — we OPTIMIZE.
Supportimize is an IT support consultancy built on a simple conviction: support operations should be predictable, measurable and continuously improving. We combine ITIL 4 expertise with hands-on experience running and transforming service desks across industries, from EU institutions to fast-growing SaaS companies. Whether you need a diagnosis, a rebuild, or a team to run the operation, we meet you where you are and leave you measurably better.
Before you ask
We extend your team, not replace it. Typical models: we take first-line support so your engineers focus on real engineering, we cover specific applications, or we redesign the processes and coach your team to run them. The goal is that your people end up stronger, with an operation they own.
An assessment takes two to four weeks and usually pays for itself through the quick wins found along the way. The first visible improvements of a transformation, one front door for tickets, priorities and SLA targets, typically land within the first month. You approve each phase separately, so there is no long commitment.
Please do not. The mess is exactly what we are for: tickets in inboxes, tools nobody configured, processes that exist only in people’s heads. We start from what you have, and the first deliverable is an honest picture of where you stand, with numbers.
Take our free two-minute self-assessment: 20 questions across process, tooling, SLAs and reporting, with an instant verdict and next steps.
Book a free consultation: 30 minutes, no obligation. We will look at your current setup and tell you honestly where the quickest wins are.
Pick a time that suits youOpens our calendar. Prefer writing? Use the form.