IT Management Services

IT Management Services Simplifies Billing and Support with NinjaOne PSA

Challenges

Tool sprawl slowed daily operations
PSA implementation stalled without results
Disconnected tools wasted technician time
Billing accuracy suffered across services

Results

Fully deployed PSA in 8 hours
Complete platform live in 40 hours
Saved 5+ hours weekly
Captured 100% billable work

Overview

IT Management Services is a Bakersfield, California-based MSP specializing in tailored IT solutions for small to midsize businesses, with a strong focus on supporting clients in highly regulated industries likehealthcare. Known for its hands-on service and flexibility, the team manages endpoints across on-prem and hybrid environments.

Chris Freels, founder of IT Management Services, supports a broad range of small to midsize clients, with many in the medical field. His team manages endpoints across mostly on-prem environments, and every client’s IT needs are slightly different. That flexibility, while key to their approach, created a growing issue with tool sprawl.

The team had previously attempted a move to a ConnectWise-based stack but quickly ran into trouble. After three months of stalled progress, he realized the implementation was going nowhere and pulled the emergency brake.

Rapid deployment without the headaches

“After hearing positive feedback from a peer, Freels demoed NinjaOne and immediately saw the difference. Within a day of starting the trial, all endpoints were migrated and operational. “We spent months trying to implement other tools. With NinjaOne, we were up and running with Endpoint Management in under 10 hours.”

The team quickly expanded its use of NinjaOne to include remote access, ticketing, PSA, and backup completing full deployment across all modules in just 40 hours with zero downtime. The PSA alone was fully implemented in only 8 hours, a stark contrast to their previous experience. “We had NinjaOne’s PSA live in 8 hours,” said Freels. “With ConnectWise, we spent over 1,800 hours and never even went live. The difference was night and day.”

Accurate billing, built in

NinjaOne PSA has completely transformed how IT Management Services tracks work, manages managed service agreements (MSAs), and ensures billing accuracy. The team now manages 16 unique service offerings directly within the PSA, each tied to specific agreements and endpoint data. In addition, tickets are now tightly linked to service agreements and endpoint data, automatically flagging what’s billable. “If a client gets 10 hours of remote help and 2 hours onsite, it shows up on the invoice. Nothing slips through the cracks,” said Freels.

Faster support, fewer clicks

Ticketing in NinjaOne is fully integrated into the platform, allowing Freels’ team to launch sessions, send messages, and track time without switching tools. Custom icons on client machines offer direct access to email, ticket submission, and support resources, making it easy for users to request help and for the team to respond quickly.

Industry

Headquarters

Bakersfield, CA

Products Used:

Autonomous Patch Management, Backup, Endpoint Management, MDM, NinjaOne PSA, NinjaOne Remote, Ticketing

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