Action for Stammering Children is a UK charity dedicated to supporting children and families affected by stammering through therapy, education and outreach programmes. The organisation operates with a small team of four staff working in a hybrid model, supported by Microsoft 365 as its primary platform for communication, collaboration and data management.
The organisation had been managing IT internally, with the CEO overseeing day to day technical responsibilities alongside their leadership role. While Microsoft 365 Business Premium had been successfully deployed, ongoing administration such as user access, device management, licensing and security monitoring placed increasing pressure on internal resources.
Although Cyber Essentials Plus had been achieved and staff received regular security awareness training, recent device issues and growing operational demands exposed the limitations of this model. Troubleshooting, vendor engagement and proactive risk management were difficult to sustain without dedicated expertise.
The charity recognised the need to move towards a more structured and dependable IT support model. Leadership required a trusted partner to provide consistent help desk services, strengthen cyber security oversight and deliver strategic guidance, enabling internal teams to focus on organisational priorities rather than technical administration.
A structured transition to a managed IT support model was introduced, designed to provide both immediate operational support and long term strategic value. The first priority was establishing a reliable help desk service to take ownership of Microsoft 365 administration, including user onboarding and offboarding, licensing management, and access control. Multi factor authentication and conditional access policies were reviewed and optimised to strengthen security across all accounts.
Proactive monitoring and maintenance were implemented to ensure devices and services remain secure, up to date and fully operational. This included patch management, health monitoring and early identification of potential issues before they could impact users. Support was extended to cover endpoints and mobile devices, ensuring consistency across the hybrid working environment.
A framework for ongoing cyber security oversight was introduced, building on existing Cyber Essentials Plus accreditation. Regular reviews and reporting were established to provide visibility into system performance, security posture and areas for improvement.
Strategic support formed a key part of the engagement. This included guidance on best practice, support with vendor liaison and troubleshooting, and recommendations aligned to the charity sector. Additional support for telephony and broadband services was made available where required, ensuring a single, coordinated approach to IT services.
This approach created a partnership model focused on transparency, responsiveness and continuous improvement.
The organisation now benefits from a dependable and professionally managed IT environment, with day to day technical responsibilities removed from leadership. This has allowed senior staff to focus more effectively on strategic and operational priorities.
Users experience faster issue resolution and consistent support through a dedicated help desk, improving productivity and reducing disruption. Microsoft 365 is now actively managed, ensuring user access, licensing and security settings remain aligned with best practice.
Security has been strengthened through enhanced monitoring, improved access controls and ongoing oversight, supporting continued compliance with recognised standards. Proactive maintenance has reduced the likelihood of unexpected issues, creating a more stable and reliable working environment.
Regular reporting and strategic reviews provide clear visibility and accountability, enabling informed decision making and continuous improvement. The organisation now has a trusted technology partner that delivers both operational support and forward looking guidance, supporting its mission and future growth.
- Transition from internal IT management to a fully supported service
- Reliable help desk support with faster issue resolution
- Enhanced cyber security through proactive monitoring and policies
- Support for hybrid working across devices and locations
