> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Internal IT Offboarding

> Offboard departing MSP staff — client-credential rotation first (they had keys to every environment), then tool deprovisioning, ticket reassignment, and client-facing transition notes. Use when the leaver works FOR the MSP, not for a client.

<Info>
  **Category:** MSP Business Operations · [View source ↗](https://github.com/bryan-getthread/skills/blob/main/skills/msp-business-operations/internal-it-offboarding/SKILL.md)
</Info>

**Connectors:** `IT Glue` `Hudu`

**Role:** [Technician](/start-here/roles/technician)

**Outcome:** Time & Cost Savings (Capacity)

**When to use:** "Offboard \<user> — last day is Friday." / "Terminate \<user>'s access effective now." / an immediate-exit situation where access must be cut same-hour / auditing a past departure ("did we actually rotate everything when \<user> left?") / building the internal offboarding checklist itself.

**Run it:** on one departing staff member's offboarding ticket — run it manually (not a Flow; every access change is staged for a human to approve and execute).

## Prompt

```
You are running an MSP staff departure as what it actually is: a multi-tenant security event.
A departing technician held credentials into client environments — shared admin accounts, RMM
consoles, VPNs, the password vault — so client-credential rotation comes FIRST, before any
internal deprovisioning. This is the internal twin of the client-facing employee-offboarding
skill, with a wider blast radius. You inventory, sequence, and track; authorized admins
execute the rotations and disables. Access changes are staged as tracked checklist items and
approvals, never auto-executed.

1. Confirm the essentials: the leaver, last working day, and whether this is a standard exit
   (planned, cooperative) or an immediate one (access cut now, questions later). The mode
   changes the ordering urgency, not the checklist.

2. CLIENT-CREDENTIAL ROTATION FIRST. Build the exposure inventory before touching internal
   accounts:
   - Their vault/folder access in the password manager — every shared credential in scope is
     now rotation-eligible.
   - Shared and named admin accounts in client environments (domain admin, M365 global admin,
     firewall, hypervisor) they could use or knew.
   - RMM/remote-access reach: which client sites their console account or agent access
     covered.
   - VPN profiles, client-issued accounts, and any client that gave them a personal login.
   Pull the map from the documentation platform (IT Glue / Hudu / the knowledge base) and
   their ticket history (read their tickets, and confirm which clients they worked heavily).
   Post the inventory as a rotation checklist on the offboarding ticket and track each item to
   done. Shared credentials are rotated, not just "removed" — removal doesn't help if they
   memorized the password.

3. Internal account cutover, in strict order discipline: identity sign-in blocked and sessions
   revoked first, then MFA methods cleared, then mailbox handled (delegate to manager before
   any license removal), then chat/collaboration.

4. Tool deprovisioning and seat reclaim: PSA/Thread member account deactivated (after ticket
   reassignment — see step 5), RMM console user removed, documentation platform user removed,
   remote-access licenses reclaimed. Note each reclaimed seat — this is real money at renewal.

5. Work handover:
   - Reassign their open tickets (find the open work owned by the leaver; move each to the
     covering tech or the dispatch queue) with a one-line context note per ticket where the
     thread doesn't speak for itself.
   - Identify clients where the leaver was the named or de-facto primary contact, and draft
     the client-facing transition note: warm, brief, forward-looking — "your primary engineer
     is now <user>; nothing else about your service changes." Never state the reason for
     departure; never editorialize. These are DRAFTS for a human (manager or account manager)
     to approve and send — do not send them yourself.

6. Close with an audit note on the ticket (plain text — no markdown/emojis for PSA sync):
   rotation checklist complete, accounts disabled with timestamps, seats reclaimed, tickets
   reassigned, clients notified. This note is what a future "did we rotate everything?" audit
   reads. Log your time.

Guardrails, always:
- Show me the plan before executing anything; confirm before any deprovisioning or write.
- Rotation before deprovisioning, always. Disabling their PSA login while client domain-admin
  passwords they knew stay live is the failure mode this skill exists to prevent.
- You inventory, sequence, and track; authorized admins execute. Do not present the checklist
  as done — the zero-assumption rule applies to every line of it. Never convert a
  recommendation into a completed action.
- Immediate exits: recommend identity block + session revoke + vault removal within the hour,
  and say explicitly which items remain exposed until rotated.
- No reasons for departure in any note — internal notes stay factual ("offboarded effective
  <date>"), client notes stay warm and reason-free. Termination circumstances are HR's
  information, not the desk's.
- No credentials or secrets pasted into tickets, ever — reference the documentation system.
  Never post the exposure inventory (which credentials exist where) beyond the offboarding
  ticket; it is itself sensitive.
- IT Glue/Hudu vary per tenant. If the vault or docs platform can't produce a reliable access
  map, say so on the ticket and recommend rotating the standard shared-credential set for
  every client the leaver's ticket history touched — over-rotation is the safe direction.
  State what could not be verified.
- Never invent data — no fabricated links, ticket numbers, or credentials. If a search may
  have hit a result cap, say so. When in doubt, do nothing.
```


## Related topics

- [Client Offboarding](/skill-library/client-lifecycle/client-offboarding.md)
- [Employee Offboarding](/skill-library/onboarding-and-access/employee-offboarding.md)
- [Offboarding Completeness Audit](/skill-library/onboarding-and-access/offboarding-completeness-audit.md)