Will AI and Automation Solve or Worsen the IT and Tech Skills Gap?
The IT and tech industry faces an ongoing skills shortage, with demand for cloud computing, cybersecurity, and general IT expertise growing faster than the workforce can keep up. While AI and automation can streamline processes and fill certain skills gaps, they also present challenges which could leave businesses struggling to find qualified professionals. Understanding both sides of this debate is crucial for shaping the future of IT services.
The potential benefits of AI in closing the skills gap
AI and automation offer several advantages which can help address the shortage of skilled IT professionals. For example, AI-driven learning platforms can provide personalised training, helping IT professionals quickly develop new skills. In addition, some AI systems aim to handle routine administrative work, such as network monitoring, software updates and security patching, taking these tasks away from employees and freeing up their time for skilled tasks.
There is also the potential for AI to be used to improve recruitment and talent matching. This is done through advanced algorithms to match candidates with roles based on skills and experience.
However, whilst these innovations might help organisations with the current shortage of skills IT professionals, AI often does not provide tailored solutions for a specific business.
The risks of AI deepening the the skills gap
Data from our 2024 IT and Tech Skills Gap Report suggests that the primary causes of the shortage include rapidly evolving IT/tech sectors (42%), high competition for talent (35%), and inadequate training or applicant availability from educational institutions (31% and 30%).
While AI can at times assist in closing the skills gap, it can also introduce new challenges, as rapid advancements in AI-driven tools and processes accelerate industry changes faster than traditional training programmes can keep up. This evolution requires continuous upskilling and adaptation, making it difficult for both employees and organisations to stay current with the latest technology.
A 2024 survey (SnapLogic) found that while 81% of IT professionals are interested in using AI, only 12% have the necessary skills to do so effectively. This highlights the growing demand for AI literate professionals, further widening the skills gap.
Additionally, over-automation can diminish hands-on learning opportunities for IT professionals. If AI handles too many tasks, junior professionals may struggle to gain practical experience, making career progression difficult. This could result in a workforce which relies heavily on AI-driven tools without fully understanding the underlying processes. A study by Michael Gerlich at SBS Swiss Business School in Zurich, Switzerland found “a negative correlation between frequent AI use and critical thinking abilities.” If fewer people develop deep technical expertise, critical skills could be lost, creating dependency on automated systems.
Another key issue with the use of AI is the loss of the human touch. AI cannot fully replace soft skills such as critical thinking, problem-solving, and interpersonal communication. An overreliance on automation can lead to a workforce which lacks the ability to troubleshoot complex issues, adapt to unique challenges, or collaborate effectively. Businesses which prioritise automation over expertise risk losing out on a customer-focused approach.
How can you successfully use AI to help address the skills gap?
To harness AI’s benefits in addressing the skills gap while avoiding its drawbacks, you should adopt a balanced approach. This can be done in the following ways:
✓ Invest in continuous learning - Encourage ongoing education and certification programmes covering the developing AI field to ensure employees stay ahead.
✓ Foster human-AI collaboration - Instead of replacing human employees, AI should be used to enhance productivity. For example, AI might automate cybersecurity threat detection, but human experts should still interpret and respond to threats.
✓ Prioritise hands-on experience - IT professionals need opportunities to gain real-world experience alongside AI tools. Junior professionals should be encouraged to practice complex problem-solving using a hands-on approach.
✓ Implement ethical AI practices - AI should be used responsibly, with transparency in how it makes decisions. Ensuring human oversight in AI-driven processes builds trust and prevents unintended consequences.
The role of MSPs in addressing the skills gap
Rather than becoming over-reliant on AI, at the risk of worsening the effect of the skills gap, our report highlighted the role of working with managed service providers (MSPs) in addressing the shortage. MSPs play a crucial role in helping businesses navigate the IT skills shortage - according to our research, 46% of companies reported experiencing a severe skills gap and confirmed that they rely heavily on MSPs to address the shortage.
By leveraging MSPs, businesses can access a pool of experienced IT professionals, ensuring critical functions are maintained without delays caused by hiring challenges. This is especially useful where time/budget restraints do not allow for internal IT team optimisation.
An MSP can also support you with automation to improve your workflows by implementing advanced tools and technologies which streamline repetitive tasks, reduce human error, and increase efficiency. Where desired, they can help integrate solutions such as automated software updates and AI-driven ticketing systems. By leveraging automation, an MSP can optimise resource allocation, minimise downtime, and ensure security monitoring and compliance reporting happen routinely. Your internal teams are able to focus on other business priorities while an MSP handles the complexities of your infrastructure.
Addressing the skills gap by finding a balance
The widening skills gaps across the cloud, cybersecurity, and IT sectors remains a pressing issue for businesses of all sizes. As digital environments evolve, the need for skilled professionals has outpaced supply, putting pressure on internal teams and leaving critical systems exposed.
While AI and automation can help bridge operational gaps and improve efficiency, they are not a replacement for hands-on expertise. Relying too heavily on automated systems without sufficient human oversight can introduce new risks, including poor decision-making, increased vulnerabilities, and reduced adaptability.
To address this challenge, organisations should focus on a balanced, long-term approach. This includes investing in structures training programmes, upskilling internal teams, and working with experienced partners who can provide both technical support and strategic insight. MSPs, in particular, can play a vital role, offering expertise and security practices which internal teams may not be able to maintain alone.
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Usman Ikhlaq
Usman Ikhlaq
Usman joined techUK in January 2024 as Programme Manager for Artificial Intelligence.
He leads techUK’s AI Adoption programme, supporting members of all sizes and sectors in adopting AI at scale. His work involves identifying barriers to adoption, exploring solutions, and helping to unlock AI’s transformative potential, particularly its benefits for people, the economy, society, and the planet. He is also committed to advancing the UK’s AI sector and ensuring the UK remains a global leader in AI by working closely with techUK members, the UK Government, regulators, and devolved and local authorities.
Since joining techUK, Usman has delivered a regular drumbeat of activity to engage members and advance techUK's AI programme. This has included two campaign weeks, the creation of the AI Adoption Hub (now the AI Hub), the AI Leader's Event Series, the Putting AI into Action webinar series and the Industrial AI sprint campaign.
Before joining techUK, Usman worked as a policy, regulatory and government/public affairs professional in the advertising sector. He has also worked in sales, marketing, and FinTech.
Usman holds an MSc from the London School of Economics and Political Science (LSE), a GDL and LLB from BPP Law School, and a BA from Queen Mary University of London.
When he isn’t working, Usman enjoys spending time with his family and friends. He also has a keen interest in running, reading and travelling.
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