Top-100 MSP | SOC 2 Examined | Microsoft Partner
A Manhattan firm loses an hour of billable time to a login nobody can fix. A client security questionnaire arrives with a two-week deadline and nobody can answer half of it. The provider who was supposed to handle both gets back to you Tuesday.
WheelHouse IT has run IT for New York organizations for 25 years, with a support model built so the technician who answers the phone already knows your environment. This page covers what that involves: what NYC businesses actually call about, what is included, and what happens when something breaks at nine in the morning.
New York concentrates the things that make IT expensive to get wrong. Financial services and legal work carry regulatory obligations with real penalties attached. Office space costs enough that hybrid work is structural rather than a preference. And the pace means a problem that would be an inconvenience in another market becomes a missed closing, a late filing, or a client who noticed.
WheelHouse IT is privately owned and has been for 25 years, with no private equity ownership. That matters more here than it sounds. The managed IT industry is consolidating quickly, and acquired providers follow a pattern clients feel: familiar engineers leave, response times slip, and contracts get restructured around the new owner’s targets.
WheelHouse IT has completed a SOC 2 examination, audited against AICPA standards by an independent CPA firm, which means an outside auditor examined the security controls WheelHouse IT runs on itself. The 24/7 Network Operations Center is staffed by WheelHouse IT employees and has never been outsourced.
Six things NYC businesses tell us are broken, and what changes.
A fixed monthly fee covers the managed services in scope, with no hourly billing and no overage charges. You know the number before the month starts, which is what makes it a budget line rather than a running argument.
You reach a live team member, and our reported average wait is 52 seconds. The same pod answers every time, so nobody re-explains the environment. These are reported averages from our own service data rather than service-level targets.
Layered controls with managed detection and response, monitored around the clock from an internal Network Operations Center. WheelHouse IT has completed a SOC 2 examination, so the controls protecting you have been examined by an outsider rather than described by us.
Patterns in our own service data show what is generating the tickets, so the cause gets removed rather than the symptom closed. Backup and recovery is tested rather than assumed, and the process when something breaks is isolate, restore, document.
An auditor asks you to show the controls were running on specific dates. We supply the controls, the monitoring, and the documented evidence. The compliance obligation itself stays with your organization, as it does with any provider.
Security awareness training and phishing simulations, run regularly rather than once at onboarding. The aim is a team that recognizes the message before it clicks, because the message that causes the damage rarely looks like a threat.
WheelHouse IT builds engagements from service categories rather than from a package sheet. Here is what the categories cover.
Most providers are paid to close tickets, which rewards closing the same lockout every Tuesday for a year. WheelHouse IT studies patterns in its own service data to find what is generating the tickets, then removes the cause. Managed IT services.
An internal IT person absorbed by daily requests never gets to the work only they can do. Co-managed IT services put infrastructure, security, and monitoring behind that person so they can.
Security tools generate alerts around the clock and the business day is eight hours long. Continuous monitoring closes that gap and produces the evidence that the controls were running. Managed cybersecurity services.
An auditor does not ask whether your controls are good. They ask you to show the controls were running on the dates in question, which is a documentation problem before it is a security one. Security and compliance.
Identity, email, and file storage sit underneath everything else, so a misconfiguration there surfaces as a problem somewhere people go looking first. WheelHouse IT has completed 500+ migrations. Microsoft 365 management.
Hardware fails without warning when nobody is planning lifecycles, and security decisions get made by whoever is in the room. A virtual Chief Information Security Officer engagement provides governance without a full-time executive hire.
Stay compliant with industry-specific regulations like HIPAA, FINRA, GDPR, and more with our specialized compliance solutions.
Support for industry-specific applications and integration with specialized software platforms your business relies on.
Use AI-driven analytics from our dashboard platform to optimize IT resources, predict downtime, and enhance learning experiences. Automated insights help educators focus on students, not servers.
A working password is not proof of who is using it, and an endpoint that has been compromised looks normal until it does not. Three things account for most of what the controls below are built to stop: a mailbox quietly accessed and used to redirect a payment, a remote-access path with a reused password found by scanning, and ransomware moving sideways across a network that was never segmented.
WheelHouse IT approaches this in layers, and each layer has a job. Managed detection and response monitors endpoint behavior continuously and isolates a device when that behavior changes. Network segmentation keeps a compromised machine off the systems that matter. Identity and access management ties access to the role and closes it when the role ends. Email filtering, sender authentication, and mailbox monitoring catch what gets through and flag the account behavior that follows. Backup and recovery is tested rather than assumed.
On incident response, the process is isolate, restore, document. No provider can promise a recovery outcome, and one that does is describing a hope rather than a procedure. Read more about managed cybersecurity services.
New York adds obligations on top of the federal frameworks. The SHIELD Act, at General Business Law 899-bb, requires reasonable administrative, technical, and physical safeguards for the private information of New York residents, and it applies to any business holding that data regardless of where the business sits. Healthcare carries the Health Insurance Portability and Accountability Act (HIPAA). Anyone taking card payments carries the Payment Card Industry Data Security Standard (PCI-DSS).
What an examination actually asks for is evidence. Access reviews, patch records, backup and restore test results, and training completion, produced as artifacts rather than assembled the week before. WheelHouse IT supplies the controls, the monitoring, and the documentation that both were running. Read more about security and compliance.
The compliance obligation stays with your organization. It is not transferable to a vendor and no provider can assume it. WheelHouse IT has itself completed a SOC 2 examination, which is the same standard of evidence we help clients produce.
The reason businesses stay with a provider they have outgrown is that switching feels like the riskier move. Nobody has explained how the handoff works, so the devil you know wins by default.
WheelHouse IT runs a parallel period. The existing provider stays in place while WheelHouse IT documents the environment, takes over monitoring, and stands up the support channels. Nothing is cut over until the picture is complete and your team knows who to call. If the two providers disagree about what is in the environment, that gets resolved before the handoff rather than discovered after it.
New client agreements run month to month. There is no multi-year commitment, which means the service earns its place on the budget every month rather than holding it by contract.
Your organization holds its own Microsoft tenant and licensing in its own name. Standard Microsoft licensing is priced at Microsoft’s rate with no markup, and Azure consumption is priced separately. A provider who holds your tenant under their own account turns that into leverage the day you want to leave. It is a fair question to ask anyone you are evaluating.
IT that bills by the incident is unbudgetable, and the incidents cluster at the worst times. WheelHouse IT charges a fixed monthly fee that covers the managed services in scope, including helpdesk, monitoring, patching, security tooling, and account management, with no hourly billing and no overage charges.
Pricing follows a discovery conversation and is presented in a proposal. A number quoted before anyone has looked at your environment is a guess.
We document what you have, what is exposed, and what needs attention first. It produces findings, not a price.
No slide deck. What we found, what we would do about it, and in what order.
A fixed monthly fee, then a transition with your current provider still in place until the handoff is complete.
No obligation. The assessment produces findings, not a price. Pricing follows discovery and is presented in a proposal.
We work with organizations ranging from small professional services firms to mid-market companies with complex, multi-site environments. Whether you have 10 or 500 users, our pod-based model scales to fit your needs.
Both. Our New York City team provides on-site support when a physical presence is required, and our remote helpdesk handles the majority of day-to-day issues quickly, without requiring a site visit.
You pay a fixed monthly fee that covers all managed IT services within scope, including helpdesk support, monitoring, patching, security tooling, and account management, with no hourly billing and no overage charges. The fee is set after a discovery conversation and presented in a proposal, because a number quoted before anyone has looked at your environment is a guess.
Yes. That arrangement is co-managed IT services, and it runs as one of two programs. Comprehensive means every user reaches WheelHouse IT directly. Foundational means your internal team stays the face of IT while WheelHouse IT owns infrastructure and security behind them. Foundational is a full engagement in its own right, not a reduced tier. We augment your team rather than replace it.
Finance, legal, healthcare, real estate, architecture, construction, manufacturing, non-profit, and private equity. Each of these sectors has specific compliance and operational requirements that we’ve built deep consulting expertise around over 20+ years.
Our average call wait time is approximately 52 seconds. Critical incidents are escalated immediately to senior engineers who are available 24/7. There is no after-hours answering service. A real team watches your environment around the clock from an internal Network Operations Center staffed by WheelHouse IT employees. These are reported averages from our own service data rather than service-level targets.
HIPAA, HITECH, PCI-DSS, SOX, GDPR, NYDFS 23 NYCRR 500, and NY SHIELD Act, among others. We have direct experience managing compliance programs for regulated industries across all of these frameworks.
52 sec.
Avg. call wait
29.6 min.
Avg. ticket time
60+
IT professionals
>95%
Satisfaction rating
These are reported averages from our own service data rather than service-level targets.
15 minutes is all it takes to see if our approach aligns with your needs.
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