Managed IT services for law firms

Kindleworth Technology was founded to address a significant gap in the market left by traditional MSPs when it came to service provision specifically for boutique and specialist law firms. While working with third-party MSPs to deliver IT solutions for the law firms we had launched, we identified a recurring challenge: key aspects of critical service delivery were consistently lacking. Our team frequently had to step in to fill gaps, such as providing on-site support, managing third-party legal sector specific vendors, procuring and configuring equipment, onboarding new employees, and overseeing long-term projects. We also recognised that clients needed strategic guidance and fractional IT Director support as an integral part of their managed IT service – not as an expensive add-on delivered by a generalist MSP that didn’t understand the operational dynamics of law firms.

Driven by these experiences, Kindleworth Technology was founded in 2020 to provide high-performance, specialist law firms with an MSP for their unique needs.

We position ourselves as the internal IT team for smaller law firms. Whilst technically “outsourced”, we typically operate as part of the firm and always in its best interests. Our services cover both reactive support (helpdesk, troubleshooting, incident response) and proactive strategic advice (security posture, infrastructure planning, technology roadmaps).

Our scope is broad. We manage core infrastructure, Microsoft 365 environments, endpoint security, backup and recovery, and day-to-day user support. We are experienced with legal-specific applications including the sector’s common DMS and PMS. Where specialist expertise is required — such as targeted security awareness training or complex DMS data migrations — we engage trusted third-party partners, much as an internal team would. Our model gives boutique firms with smaller headcounts access to enterprise-grade IT capability and strategic guidance without the overhead of a full in-house department.

We provide full remote support covering all aspects of day-to-day IT operations: troubleshooting, incident resolution, user queries, software support, and system administration. Our team can also attend site where required and importantly, the people who answer your calls and respond to tickets are the same people who will visit your offices. This continuity builds genuine relationships and avoids the need to repeatedly explain your setup or working practices.

We do not operate a “log and flog” first-line model. Our support team are expected to own issues through to resolution, not simply record them and pass them on. This reflects our positioning as your internal IT team. We invest time and energy understanding your firm, systems, and people, so that support is faster, more relevant, and less frustrating.

Yes. Our helpdesk is the primary point of contact for all support queries and is accessible via multiple channels: phone, email, or our client portal for ticket submission.

Core support is delivered by our UK-based team in London during standard business hours. For firms that require it, we offer 24×7 out-of-hours support through a specialist partner, ensuring critical issues can be addressed at any time. Tickets are managed through our PSA platform, providing full visibility of status, history, and resolution.

Yes, we are able to provide 24/7/365 support, and a key distinction in our approach is that we uniquely treat “Incidents” and “Service Requests” identically for the purposes of response times.

Under traditional ITIL frameworks, and the approach adopted by most MSPs, an Incident (something that is broken or degraded) is prioritised over a Service Request (a question, a how-to query, or a request for change). The logic is to fix outages first and handle user requests later.

In practice, this model serves law firms poorly. A fee earner preparing for a hearing or working to a completion deadline does not distinguish between “Outlook has stopped working” and “I don’t know how to share this document securely with the other side.” Both block productive work. Both cost the firm money. Both cause stress.

Traditional MSPs often place service requests in lower priority queues, meaning a genuinely urgent “how do I” query may wait hours, while a minor technical fault on a non-critical system is addressed first. We take a different approach. Every ticket is triaged on business impact, not ITIL category. A Partner who cannot proceed with client work receives the same response urgency whether the root cause is a technical failure or a knowledge gap. This reflects how an effective internal IT team would operate, responding to the person and the problem, not the ticket classification.

Yes, this is a core part of our standard offering. With our client’s permission, our preferred approach is to agree a set budget and standard ‘kit list’ for new joiners. We will procure that device or devices, complete the configuration, manage the delivery to the new joiner, and then complete a short induction. Many of our clients find that they are becoming more dependent on their hardware as they move away from more traditional virtual desktop arrangements (often used due to aged Practice Management Systems), so we see this as an essential service.