In an exclusive interview with CanadianSME Small Business Magazine, Daniel Frome, Chief Operating Officer at Outsource IT, shares insights into how the company has become a leader in Managed IT services across Canada. From maintaining a centralized Network Operations Centre and Service Desk for seamless support to ensuring nationwide dispatch capabilities through vetted local partnerships, Outsource IT is redefining IT infrastructure management.
Daniel discusses the company’s proactive approach to cybersecurity, cloud services, and cost-effective IT solutions, providing businesses with scalable strategies to enhance productivity while minimizing disruptions. With a deep commitment to preventative IT management, Outsource IT is enabling SMBs to thrive in an increasingly digital and security-conscious landscape.
Daniel Frome serves as Chief Operating Officer at Outsource IT, one of Canada’s longest-running Managed IT providers. His path to technology leadership began unconventionally as an amateur filmmaker in the early 2000s using ‘machinima’ — an experimental filmmaking method using video game engines, now standard practice in Hollywood visual effects. The innovative nature of these projects caught the attention of television producers, launching Daniel’s career as a television editor.
In tandem, Daniel founded an early video streaming service before YouTube’s emergence. After selling the venture in 2009, he returned to television editing, taking the lead in analog to digital transformations.
In 2020, entrepreneurial drive and curiosity led him to pivot into startup investment and business acquisition opportunities. At TELUS Business Solutions, Daniel became Senior Program Manager of Acquisition Integration in 2021, integrating acquisitions such as ADT and Fully Managed, one of Canada’s largest Managed IT providers. Building on this experience, he joined Outsource IT as VP of Operations in 2023, leading to his promotion to Chief Operating Officer in 2025.
Outsource IT Computing Inc. has established itself as a leader in providing comprehensive IT solutions across Canada. Can you share how your centralized Network Operations Centre and Service Desk enhance the service experience for your clients?
While many organizations separate Network Operations and Service Desk across continents, Outsource IT maintains both in the same office. When a client calls with a complex network issue, our Service Desk can immediately collaborate with NOC engineers, often reducing multi-hour problems to minutes. This integration creates a seamless escalation path to senior technicians, resulting in faster resolution times. For staff, it offers clear career advancement opportunities, reflected in our retention rates—our average employee tenure is eight years, with our first hire still contributing after 16 years. This stability ensures our team deeply understands each client’s infrastructure.
With your nationwide dispatch capabilities, how do you ensure consistent and high-quality IT support across diverse regions in Canada, and what challenges have you faced in this regard?
With Canada’s vast geography, we’ve taken a unique approach to nationwide support. We’ve built and vetted a network of 140 partners through rigorous vetting. These partners function as extensions of our company, enabling boots on the ground in a more extensive geography than nearly any other IT provider. Clients incur no additional costs for local support.
Many businesses rely on Outsource IT for critical infrastructure support without the overhead of an internal IT department. How do you balance cost-effectiveness with delivering exceptional service to your clients?
Critical infrastructure support begins with the right model. Unlike ‘break-fix’ providers who profit from system failures, we operate on a fixed monthly fee structure that incentivizes prevention. Our approach typically reduces system downtime compared to reactive models. We prevent costly disruptions before they impact operations. Our success stems from building robust, automated infrastructure that minimizes manual intervention.
Your partnerships with various organizations, such as the Ontario Ombudsman and GreenMantra Recycling Technologies, etc., highlight your adaptability. Can you discuss how you tailor your services to meet the unique needs of different industries?
Our client base spans legal, medical, manufacturing, and education sectors. While some providers specialize in specific industries, we’ve chosen to excel in core IT security and infrastructure—fundamentals that matter across all sectors. We offer unlimited consultation time to deeply understand each client’s needs, allowing us to tailor solutions like custom employee onboarding processes that align with their brand and operations.
As we wrap up, what advice would you give to small and medium-sized businesses looking to enhance their IT infrastructure while managing costs effectively in today’s rapidly evolving technological landscape?
Modernizing IT infrastructure requires a foundational approach. Start with cloud services like Microsoft 365 or Google Workspace, which typically reduce IT infrastructure costs by 20-30% while providing enterprise-grade capabilities. Next, implement a layered security approach: detection software, multi-factor authentication, and Security Operations Centre (SOC) monitoring. Cybercrime’s global impact now ranks behind only the US and China’s GDP. From experience with numerous thwarted breach attempts, I cannot emphasize enough the importance of comprehensive security measures, particularly SOC services.
