SD IT Services LLC

What SD IT Services LLC does

SD IT Services LLC is a Kosovo-based business process outsourcing (BPO) company, founded around 2021, that builds dedicated outsourced support teams for UK and European businesses. Its core services span customer support, technical support (L1/L2 triage and escalation), live chat, help desk, email, sales support, back-office operations, and call center coverage, with industry-tailored positioning for SaaS, eCommerce, restaurant tech, fintech, property management, and healthcare clients. Agents work on-site in Kosovo under team-lead supervision, operating inside client-owned CRMs (Salesforce, HubSpot, Zoho), helpdesks (Zendesk, Freshdesk, Intercom, Help Scout), telephony (RingCentral, Aircall), and ecommerce platforms (Shopify) using client-approved SOPs and macros.

The company's economic proposition is structured around a 60-70% cost advantage versus equivalent in-house operations in Germany, the UK, or the Netherlands, enabled by Kosovo's lower labor costs, EU timezone (CET/CEST) alignment, English-speaking workforce, and on-site accountability model. Complementing the BPO core, SD IT has expanded into digital delivery services including website development, SEO, social media management, video editing, Shopify builds, QA testing, and dedicated development teams for React/React Native. The company is privately held, with 19 disclosed employees, no external funding, and no parent organization.

Go-to-market is direct enterprise field sales supported by SEO-optimized service and country landing pages, with discovery calls booked through Calendly. Revenue is generated via multi-year managed-service contracts with pricing based on team scope, roles, coverage hours, and complexity; specific pricing is not publicly disclosed. The company holds a GDPR compliance posture using Standard Contractual Clauses for EU client data transfers and publishes a Data Processing Agreement template. Named customers include Kube Studio, Globi Construction, Globi MI, Tina Gebäudereinigung, JES Computers, LED Com, and Foodhub, spanning SMEs and at least one larger UK food delivery platform.

Name

SD IT Services LLC

Legal name

SD IT Services LLC

Website

https://sdit-services.com

Company type

Private

Founded year

2021

Operating status

Operating

Headcount range

11–50 employees

Short description

SD IT Services LLC is a Kosovo-based BPO company that provides dedicated outsourced customer support, technical support, live chat, help desk, sales support, and back-office teams for UK and European businesses, leveraging a 60-70% cost advantage via on-site Kosovo delivery with EU timezone alignment.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing

NAICS

Business Service Centers (56143), Office Administrative Services (561110)

SIC

Services-Help Supply Services (7363), Services-Facilities Support Management Services (8744)

akta.pro primary industry

IT Service Desk & End-User Support (L1/L2) (BPAAACAA)

akta.pro secondary industry

Business Process-Aligned IT Outsourcing (ITO + BPO Integrated) (BPAEAMAJ)

Keywords

• Business process outsourcing
• Customer support services
• Technical support outsourcing
• Back-office operations
• Call center outsourcing

Headquarters

HQ city

Pristina

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Infrastructure

Revenue model

1. Managed Support Teams: Recurring managed service revenue from outsourced support teams including customer support, technical support, live chat, helpdesk, email, sales support, and back-office operations. Teams are dedicated and work inside client CRM, helpdesk, telephony, ecommerce, or operations tools.
2. Digital Delivery Services: Website development, SEO services, social media management, video editing, Shopify development, and dedicated development/QA teams for web, mobile, and internal products.

Pricing tiers

Go-to-market motion2 records

Distribution channels1 record

Marketing channels3 records

Core offering

SD IT Services LLC is a Kosovo-based business process outsourcing (BPO) company that provides dedicated outsourced support teams and digital delivery services to UK and European businesses. Offerings span customer support, technical support, live chat, helpdesk, sales support, and back-office operations, delivered through on-site teams operating inside clients' CRMs, helpdesks, telephony, and ecommerce platforms.

Product overview

SD IT Services LLC is a Kosovo-based BPO company offering a portfolio of managed outsourced support teams and digital delivery services. The core offering consists of customer-facing support services (Customer Support, Technical Support Outsourcing, Live Chat Support, Help Desk Outsourcing, Email Support, Sales Support, Back-Office Support, Call Center Outsourcing, B2B Call Center, After-Hours Support) built around SOP-driven workflows, QA reviews, and team lead accountability. These support services integrate with clients' existing CRMs, helpdesks, telephony, and ecommerce platforms (including Salesforce, HubSpot, Zendesk, Freshdesk, Shopify, Slack, and Microsoft Teams). Complementing the support operations is a suite of digital delivery services: Website Development, Website Redesign Services, Small Business Website Development, Landing Page Development, Shopify Website Development, SEO Services, Social Media Management, Video Editing, Dedicated Dev Team (React, React Native), and QA Testing. Industry-specific add-ons include Property Management Support, eCommerce Support, eCommerce Customer Support Outsourcing, Product Support, IT Support Outsourcing, Front Desk Services, and Inbound Sales. The company operates on-site teams in Kosovo with EU timezone (CET/CEST) alignment, delivering 60-70% cost savings versus equivalent Western European operations.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Support
• Technical Support Outsourcing
• Live Chat Support
• Help Desk Outsourcing
• Sales Support
• Back-Office Support
• Call Center Outsourcing
• Email Support
• After-Hours Support
• Inbound Sales
• eCommerce Customer Support
• Product Support
• IT Support Outsourcing
• Front Desk Services
• Property Management Support
• Website Development
• SEO Services
• Social Media Management
• Video Editing
• QA Testing
• Dedicated Dev Team

Quantifiable outcome

• 60-70% cost reduction vs Western Europe
• +1 more outcomes

Named customers7 records

Segments10 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration17 records

Scale indicators4 records

Recent moves6 records

Expansion highlights2 records

Direct peers

• SupportYourApp: Eastern European (Ukraine-based) outsourced customer support, technical support, and QA provider serving SaaS and tech companies. Highly comparable model: dedicated teams, EU timezone alignment, and similar BPO-plus-tech-services portfolio.
• Helpware: US-headquartered nearshore and offshore BPO offering customer support, back-office, content moderation, and tech-enabled outsourcing from Eastern Europe and Latin America. Comparable in scope of support services and target verticals.
• Boldr: Canadian-headquartered BPO with nearshore delivery in the Philippines and Mexico, focused on customer experience, back-office, and data services for North American and European clients. Comparable dedicated-team outsourcing model.
• ConnectOS: Philippines-based BPO offering customer support, technical support, and back-office services to Western clients. Comparable managed dedicated-team outsourcing model targeting SMB and enterprise buyers.
• Acquire BPO: Australia-headquartered BPO with Philippines and offshore delivery offering customer support, back-office, and sales support. Comparable outsourced dedicated-team model for SMB and mid-market clients.
• ModSquad (now ElevateCX): Outsourced digital customer experience provider offering chat, social, content moderation, and community management. Comparable managed-teams model serving enterprise clients with on-demand support coverage.

Broad incumbents

• TTEC: Large global CX/digital BPO with operations across multiple continents including Eastern Europe. Comparable customer support and back-office outsourcing category at enterprise scale.
• Foundever (formerly Sitel): One of the world's largest CX/BPO providers with nearshore and offshore delivery centers. Overlaps with SD IT in customer support outsourcing but serves global enterprise clients at much larger scale.
• Concentrix: Global Fortune 500 BPO/CX giant with multi-region delivery including Eastern Europe. Operates in the same customer support outsourcing category but at vastly greater scale with full omnichannel capabilities.

Emerging players

• Xact (formerly XACT Solutions): Smaller nearshore BPO with European delivery offering customer support and back-office services. Comparable in size and outsourced-team delivery model, though with smaller geographic footprint than SD IT.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/sd-it-services-llc

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about SD IT Services LLC