Customer Stories

Unit: How Two IT Pros Support 200 Employees Across Three Countries

2:200

IT team-employee ratio

60%

Reduction in helpdesk work

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min read

Feb 9, 2026

A regulated fintech turned "half-baked" ITSM into a 60% time-saving automation engine, without adding headcount

The Challenge: Inheriting a Half-Baked System

When Adi Avraham joined Unit as Head of IT two years ago, he inherited Siit- but it wasn't being used to its full potential.

"When I joined the company, Siit was half-baked," Adi recalls. "People would just send DMs in the Slack channel, and that would translate into a ticket. Then the IT person would pick it up and do all the manual labor. I didn't like it."

The pressure was mounting. Unit operates across U.S. time zones, Europe and Middle East with strict SOC 2 audit requirements. When two managers above Adi left the company, he absorbed their responsibilities.

"I was a one-man team, and I had just accumulated the responsibilities of two bosses who left," he explains. "I needed a way to reduce the time I was investing in ticketing and IT support."

The Solution: Risk-Based Automation with JumpCloud

Adi's strategy was simple: eliminate manual work through intelligent automation. He worked with Siit to build a deep integration with JumpCloud, Unit's identity provider.

"I started a discussion with the team on how we could automate processes to reduce the human factor," Adi says. "We built the whole thing together so we could leverage the platform for our automation needs."

The result: a sophisticated, risk-based approval system where each app has its own workflow:

Basic apps (Slack, Google): Automatic provisioning
Standard apps (Figma): Manager + app owner approval
Sensitive apps (financial systems): Manager + app owner + COO approval

"Where the SaaS app has SSO and SCIM provisioning, we can automate the whole process," Adi explains. "The employee requests access, it goes through the approval chain, and they get notified when it's done. Completely automated."

The Impact: Avoiding Adding Headcount Through Automation

"I know that if we didn't have Siit with this capability, I would have needed to hire at least one or two additional people," Adi states. "We're a multinational company across three countries and multiple time zones. I would have needed at least one more person just to manage these requests-not to mention the wait time for employees."

Key results:

60% reduction in labor on helpdesk tasks
2-person IT team supporting 200+ employees globally
1-2 hires avoided through intelligent workflows
Complete audit trail maintained automatically

"It's not just saving me time-it's saving employees time," Adi emphasizes. "And I have all the audit flows that I need for audit purposes, because we're a regulated company."

Beyond IT: From Service Desk to Internal MSSP Hub

What started as IT-only has expanded across Unit:

DevOps team queues
HR operations
Office administration
Internal developer teams supporting banking products

"Siit evolved from an IT service desk into our company-wide operations hub," Adi explains. "We're supporting DevOps, HR, office ops, and even our banking product team-all through one platform. The ability to scale across teams without adding complexity or cost is exactly what a lean, fast-growing company needs.

Why Siit: Power Without Complexity

Having used Jira Service Management, Freshdesk, and Zendesk at previous companies, Adi knows what separates good platforms from great ones.

"Those robust systems are very hard to maintain, highly complex, and the cost per admin is very high," he says.

"You guys have the startup culture where you don't tell customers 'this is our roadmap, take it or leave it,'" Adi explains. "You're always open to hear suggestions and you're eager to collaborate and build. The feeling that we as vendor and customer, are joining forces to get the most out of Siit makes all the difference."