The MSP Partnership Playbook for Community Banks

Introduction

Every leader has that moment. Maybe it’s the second hour into an audit or the third “urgent” email from IT this week. You look at the server room, at your overworked internal tech team (or the MSP that’s phoning it in), and you think: There’s got to be a better way to do this.

The truth? We hear this story all the time. Tech keeps getting more complex. Security threats feel relentless. And just when you think you’ve got a handle on your systems, someone leaves—or an examiner shows up with a new list of demands.

If you’re juggling everything from risk management to board reporting, you’re not just looking for someone to “fix IT stuff.” You’re looking for a tried-and-true partner, someone who gets what’s at stake when systems go down or audits don’t go well.

This short guide is here to help. Whether you’re already working with an MSP or considering a change, we’ve outlined what to look for in a partnership that actually protects your bank, your operations, your budget, and your peace of mind.

What Makes a Tech Partnership Worth It?

Full transparency: most managed service providers (MSPs) say the same things.

• 24/7 support
• Proactive monitoring
• Industry experience

You’ve heard it at all the tradeshows, read it in that one email you accidentally opened. So the real question is: What does a good MSP actually change for your bank?

Over the next few pages, we'll break down what a strategic IT partnership looks like based on our process—and the importance of a partner who focuses on the operations and business of IT.

Division of Responsibilities: Operations of IT

A good MSP partnership makes it crystal clear who handles what. Here’s how the operational side of IT typically breaks down between your bank and JMARK.

ITM Responsibilities

Client: Bank-procuring, installed, contracts, staffing.
JMARK: Connectivity, vendor support/troubleshooting.

Policy Writing

Client: Writing policies (JMARK offers this as a service separate from Managed IT).
JMARK: Minor changes as technology changes; ensuring policies match up to board expectations.

Compliance

Client: Adhering to and enforcing bank-specific policies and compliance.
JMARK: Adhering to and enforcing IT related policies and security changes.

Core

Client: Application championing SME's within core applications.
JMARK: Vendor support (JMARK does not provide core services), managing connectivity, application updates (Major updates are billed outside of the contract).

Operations of IT: Phone, Security & Audit Support

Phone Systems

Client: System owner, championing changes, tech support.
JMARK: Connectivity, hosting phone system, contract management (JMARK can offer hosted phone system solutions, and can help manage the related contracts. Tech support for these systems are available through the provider).

Physical Bank Security

Client: ALL.
JMARK: Vendor support, managing connectivity.

IT Audit / Exam Support

Client: IT policies, budgets, strategic plans, committee and board meetings, core services documentation, administration & management, ID theft protection.
JMARK: Pre-audit prepping, working with auditors / examiners during the audit, exit interviews, remediation plans documenting & reporting to IT steering committee, board, or primary contact at the bank.

Printers / Copiers / Scanners

Client: General hardware / physical maintenance on the devices.
JMARK: Connectivity, vendor support, driver installation, print server support.

Security

Client: Internal incident response plan, sticking with budget and ensuring devices are within support.
JMARK: 24x7x365 monitoring, managing, and support.

Operations of IT: Infrastructure & Endpoints

Server Environments

Client: Sticking with the budget and ensuring devices are within support.
JMARK: 24x7x365 monitoring, managing, and support.

Switch Infrastructure

Client: Sticking with the budget and ensuring devices are within support.
JMARK: 24x7x365 monitoring, managing, and support.

Wireless

Client: Sticking with the budget and ensuring devices are within support.
JMARK: 24x7x365 monitoring, managing, and support.

Workstations & Laptops

Client: Sticking with the budget and ensuring devices are within support.
JMARK: 24x7x365 monitoring, managing, support, and help desk support.

Internal Management

Client: Signing a letter of authorization to give JMARK access to manage communication, signing all contracts.
JMARK: Connectivity, vendor support.

Operations of IT: Backups, Cabling & Patching

Backups

Client: Sticking within the budget, strategy, and ensuring devices are within support.
JMARK: Engineering a backup solution, business continuity, and DR strategy to meet the expectations and policies set by the board, monitoring and managing 24x7x365, monthly test restores.

Wiring & Cabling

Client: Signing any quotes related to work needing performed.
JMARK: Sourcing a reliable company to run cables, vendor support.

Cloud / Hosted Applications

Client: Correctly documenting what is and is not backed up to the cloud.
JMARK: Connectivity, vendor management (If backups are hosted via cloud, JMARK would migrate them to one of our solutions unless the institution already has a supported solution. If the institution has specific services backed up through their core vendor, the JMARK would still like to have a cloud backup for the rest of their environments).

Patch Management

Client: Leave computers / laptops on overnight.
JMARK: 24x7x365 monitoring, managing, support, and help desk support.

Division of Responsibilities: Business of IT

Beyond day-to-day operations, a true partnership extends to the strategic, business-level side of IT—the meetings, the planning, and the long view.

IT Steering Committee Meetings

Client: Leading & facilitating meetings.
JMARK: Attending and reporting on current state of IT & future expectations.

Board Meetings

Client: Leading & facilitating meetings.
JMARK: Available upon request to attend, present, or give input around anything IT related.

Technology Budgeting & Planning

Client: Having a defined IT budget, being willing to collaborate and learn alongside JMARK.
JMARK: Preparing a 5-year technology plan, budgeting out warranty renewals & hardware updates, helping clients budget and prepare for projects.

IT Education

Client: Reaching out to JMARK about educational needs.
JMARK: Providing education-based presentations (if needed), educational programs (this service entails a separate contract).

Wrapping Up

Nobody wakes up thinking, “Can’t wait to think about IT infrastructure today!” Okay, except maybe us. But when systems break, the audit flags something, or your go-to tech guy leaves without notice—it becomes the only thing you think about.

That’s why choosing the right technology partner goes beyond servers and support tickets. You have to consider trust, timing, and whether someone truly understands the weight of what you’re carrying.

We believe the best partnerships are earned, not promised. It’s why we have an entire team focused on serving community banks like yours—and only banks. Not healthcare. Not retail. Just the institutions that keep your town running.

You won’t get flashy sales pitches from us. What you will get is a dedicated team of banking technology pros who understand your regulatory pressure, the security threats you face, and what’s at stake when your systems go kaput.

We’re here to make tech one less thing you lose sleep over. And when exam time rolls around, we want you to feel calm, confident, and maybe even a little smug—because, for once, you’re ahead of the game.

Questions to Ask Before You Sign (or Renew) Any MSP Contract

Before you commit to a new MSP—or stick with your current one—run through these five questions:

• Do they have a dedicated team of banking specialists, or are you just one vertical on a long list?
• Do they give you a clear roadmap, or simply fix things when they break?
• Can they help you sleep at night when an exam is coming?
• Are they helping your team grow or burning them out?
• Would you trust them to sit in on a meeting with your board?

Whether you stick with your current provider, build a team in-house, or consider working with a group like JMARK—our only goal is this: make sure you feel equipped, not overwhelmed.