Scale Your Support Team Without Limits
Brookwill helps IT organizations scale by adding skilled technicians who integrate seamlessly with existing teams, delivering expertise without the cost or complexity of traditional outsourcing.
Founded and led by operators with 20+ years managing MSP and enterprise IT teams, we combine practical experience, proven processes, and a partnership approach to accelerate outcomes and ensure consistency.
About Brookwill
Brookwill IT Solutions was founded by Luis Cosme, a global IT leader with over 20 years of experience across MSPs, SaaS companies, and large enterprise IT organizations.
During this time, Luis oversaw multiple BPO operations in El Salvador and the Philippines. This experience resulted in long standing local relationships, trusted partners, and operational knowledge that comes from running highly successful teams.
These experience shaped the Brookwill model that on practical, repeatable, and proven in real world experience.
Brookwill is built on a people first approach. We invest in our teams, ensure they are well supported, and measure success by outcomes. The result is stable, high quality support teams who care about the work and the people they support.
Delivery Model
Our model keeps you in control of support, with our leadership providing hands-on oversight. Technicians work directly inside your systems and follow your ways of working. Teams are managed for performance and quality, and supported to promote long term stability and retention. This approach combines client control with hands-on leadership, so scaling support does not require giving up visibility or quality
The steps below show how we do it
Learn your environment
We start by learning how your service desk actually operates. Roles, escalation paths, SLAs, hours, tooling, and customer expectations are documented before hiring begins
Embedded onboarding and delivery
Technicians are onboarded directly into your tools and workflows. They work inside ServiceNow, Jira, Intune, Microsoft 365, and your documentation, following your SOPs and SLAs
Source experienced technicians
We recruit from vetted networks in El Salvador and the Philippines. Candidates are selected based on skillset and work experience, team fit, and positive reference checks
Active performance management
Performance is managed by a dedicated manager, who is responsible for ticket reviews, quality checks, and targeted goals. US based oversight helps ensure that goals are met, and issues resolved quickly
Technical Screening
Every candidate goes through skills validation and interviews from IT professionals, not recruiters. We present our recommendation, but you interview and approve each technician before they join
Flexible
Start with one technician or scale to a full support team. Adjust coverage, schedules, and skill mix as demand changes. Training and certification paths can be included to ensure the right skills are in place