Your Blueprint for Growth: How MSPs Can Build Systems That Scale

Episode Summary

On this episode of Syncro, Josh Weiss, Director of Operations and Security at Logic Technology Consulting Group, joins Brandon to discuss scaling an MSP business. Josh’s 20 years of experience, from break-fix to running a managed services practice, offer valuable insights for MSPs at any stage.

Josh emphasizes the importance of balancing firefighting with strategic planning. He highlights common challenges like constant firefighting, poor documentation, and reactive service delivery. Josh explains how these issues hinder scalability and client satisfaction. He shares an anecdote about aligning with a client on technology lifecycle management, turning a reactive situation into a proactive partnership.

Josh advises focusing on tactical documentation, automating repeatable processes, and improving service delivery. He recommends tools like ImmiBot and Roost to streamline onboarding and computer setup. He also discusses the role of AI in enhancing service delivery and empowering dispatchers. Josh stresses the importance of leadership buy-in, vendor relationships, and understanding client needs. He encourages MSPs to view automation as a way to elevate their teams, not eliminate jobs.

Guest-at-a-Glance

💡 Name: Josh Weiss 

💡What they do: Director of Operations and Security

💡CompanyLogic Technology Consulting Group

💡Noteworthy: IT expert and business leader specializing in cybersecurity, digital transformation, and automation.

💡 Where to find them: LinkedIn

Key Insights

Escape Firefighting Mode: Balancing Reactive and Proactive Work

Many MSPs struggle with constant firefighting, hindering strategic planning and growth. Josh emphasizes the crucial balance between reactive and proactive work. Continuously addressing urgent issues leads to burnout, poor documentation, and a reactive service delivery model. This negatively impacts client experience and prevents the MSP from scaling effectively. To break free, MSPs should dedicate specific time for strategic planning, process improvement, and automation. This may involve setting aside an hour each day or a half-day each week. This proactive approach allows for better documentation, standardized processes, and a more proactive service delivery model, improving both employee and client satisfaction.

Documentation Drives Automation and Scalability

Thorough documentation is essential for MSP growth. It enables repeatable processes, facilitates training, and creates opportunities for automation. Before automating any process, MSPs must deeply understand and document each step. This detailed documentation creates a solid foundation for automation, enabling the use of tools like PowerShell scripts or platforms like ImmiBot and Roost. This approach streamlines tasks such as computer setup and user onboarding, significantly reducing time and labor costs. Clear documentation also empowers team members to handle tasks independently, freeing up senior staff for more strategic work.

Empowering Your Team Through Automation and AI

Automation and AI present opportunities to elevate MSP teams. Rather than viewing these technologies as job replacements, Josh suggests using them to move employees into higher-level roles. By automating mundane tasks, team members can focus on more complex and strategic work. For example, AI-powered triage can assist dispatchers, allowing them to focus on quality control and complex problem-solving. This not only improves service delivery but also enhances job satisfaction and reduces employee turnover. This shift towards higher-value tasks empowers employees and positions the MSP for continued growth and success.

Listener Takeaways

The Importance of Client Alignment

Misalignment with clients can lead to reactive firefighting and decreased client satisfaction. When clients aren’t actively engaged in technology planning and budgeting, unexpected failures and urgent replacements become common. This reactive approach creates a stressful environment for both the MSP and the client. Proactive communication and partnership with clients are key to a smoother, more strategic approach. Aligning with clients on technology lifecycles and budgeting enables proactive planning, reduces emergencies, and fosters a stronger, more collaborative relationship.

“So a lot of stuff was failing, and then it was like, ‘Hey, this license expired, this piece of hardware just failed, we have to buy it now.’  He’s now able to go to his boss and say, ‘Look, last year a lot of things failed, and we had to replace them right away, but that’s actually because we weren’t engaging in a technology lifecycle process with Logic.’”

Overcoming Challenges in Building Systems

Building effective systems requires clear goals, flexibility, and a focus on implementation. Many MSPs fall into the trap of adopting tools without a clear understanding of the problems they’re trying to solve. This can lead to wasted resources and ineffective solutions. It’s crucial to identify specific pain points and tailor processes accordingly, rather than forcing a one-size-fits-all solution. Furthermore, creating documentation is only half the battle; fostering a culture of using and updating that documentation is equally important.

“What is the actual goal of the system you are trying to build? You may see an ad for a tool and think, ‘This tool is going to solve everything for me, I’m going to buy it,’ but what is the problem you are trying to solve?”

Tactical Documentation as a Starting Point

For smaller MSPs, tactical documentation is the first step towards scalability and automation. Focus on documenting tasks that are frequently repeated or time-consuming, especially those that don’t require advanced technical skills. This frees up senior engineers to focus on more complex issues. Examples include procurement processes, quoting, and basic technical procedures. This creates a foundation for future automation and improves service delivery.

“When you are on the smaller side, focus mostly on tactical documentation to start out with. What are the things that are coming up a lot that you need to write down so you can get somebody else to do them?”

Staying Ahead of the Curve: Adaptable Processes for MSPs

To stay relevant, MSPs need to build adaptable processes. While standardized procedures are crucial, they must be flexible enough to handle change. Josh recommends focusing on core elements, like multi-factor authentication (MFA), that remain important regardless of technological advancements. He also stresses the need for ongoing monitoring and review of established processes and standard operating procedures, ensuring they stay effective and current. This adaptable approach allows MSPs to remain competitive and deliver consistent, high-quality service.

“Focus on some low-hanging fruit, which is not going to change anytime soon. An example would be MFA; everyone needs multi-factor authentication. At its base, you can have unsecured MFA with a text message, or slightly better MFA where there is an authenticator app.”

Syncronized is the MSP podcast that drives MSP growth, from startup to scale-up. In each episode, we dive into the topics that matter most to IT providers, such as automation, AI, service delivery and profitability. Join us as we engage with experts and gain hands-on insights and practical advice you can directly apply to propel your business forward.