Running an MSP is no joke. You’ve got cybersecurity threats evolving by the minute, clients who expect 24/7 support, and a never-ending need to stay ahead of the latest tech.
But do you know what your biggest, baddest challenge is? It may not be what you think.
It seems as though after every keynote, there’s an MSP owner asking me questions about these common challenges:
- Profitability – More clients don’t always mean more profit.
- Client headaches – Some customers drain time and resources.
- Bottlenecks – The owner (you) is still doing too much.
- Hiring nightmares – Good team members are hard to find and even harder to keep.
Sound familiar? Here’s the kicker: The team you build determines whether these challenges get fixed. Or not.
Seek Employees with Similar Values and Passion for Your MSP’s Mission
Hiring isn’t about skills; it’s about passion and accountability.
Most MSPs hire based on technical ability. Makes sense, right? You need people with the skillset to do the job. But skills alone don’t cut it. That’s why you may need to revisit your MSP hiring strategy.
Here’s My Hiring Story
I used to look at resumes (I should say, glance, rather). I looked for buzzwords that matched the job description and that was about it. Then I had an employee lie to me about a grandmother who passed. I gave him my condolences and some time off. So when I heard from a colleague that they saw this kid at St. Barts at a rager, I was slightly miffed. Pretty sure Grandma’s celebration of life wasn’t at Spring Break. And yes, she was alive after all.
That’s when I scrapped the traditional recruiting methods and started hiring people who seemed to match my values, were excited about the company vision, and were passionate about learning and being innovative. Then, I began “clockworking” my business. I created systems, empowered employees with knowledge, and delegated a ton of my own work. This helped our team members grow the skills that perhaps they didn’t have when I hired them. And only someone who matches your values can do that.
It’s been wonderful.
When your team takes ownership of their work, they don’t just clock in and wait for instructions. They solve problems, push the business forward, and free you up to lead instead of micromanage.
How Better Hiring Solves Problems
Here’s how this plays out in the real world:
1. More revenue, less profit?
The right team fixes that. If your MSP is growing but your profits aren’t, you likely have a pricing problem or a process problem. A team that’s “all in” doesn’t just accept bad margins, they find ways to fix them.
The results of hiring better:
- Team members who take ownership will identify waste and inefficiencies.
- Team members who take ownership will push for smarter pricing models instead of selling themselves short.
- Team members who take ownership will ensure clients stay within scope instead of draining resources.
2. The wrong clients will drain your business, but the right team will protect it.
Ever feel like you’re constantly dealing with nightmare clients? (Admit it, we all have.) High-maintenance customers don’t just frustrate you, they bog down your best people and kill morale.
The results of hiring better:
- A strong team will speak up when a client is a bad fit.
- A strong team will set clear boundaries and enforce contracts.
- A strong team will deliver such high-quality service that the right clients stay longer, reducing churn.
3. You’re still the bottleneck? Then you’re doing too much.
If your business can’t function without you in the trenches, you don’t have a company, you have a job with an overwhelming to-do list.
The results of hiring better:
- An unstoppable team doesn’t just wait for orders, they anticipate problems and solve them.
- An unstoppable team takes ownership of processes, so you don’t have to micromanage.
- A unstoppable team has a better understanding of the bigger picture and acts accordingly, freeing you to focus on growth.
4. Struggling to hire? You’re looking for the wrong things.
Yes, skilled professionals are hard to find. But when you only focus on certifications and experience, you miss the candidates who have the ownership mindset.
Do this:
- Instead of hiring just for skills, hire for work ethic, adaptability, and problem-solving.
- Build a culture where your best people want to stay.
- Train them well and give them responsibility, because people thrive when they feel valued.
A Strong Team Builds a Stronger Business
The bottom line: Your business is only as strong as your team.
Tech will change. Clients will come and go. But if you want to build an MSP that scales profitably and gives you real freedom, you need a team that’s all in. Because at the end of the day, the right hires won’t just work for you, they’ll work with you to fix the very challenges holding your business back.
You’ve got this!
-Mike
P.S. From hiring to retention, my book All In has you covered. Check out the strategies that we have used in our company that have made us flourish! Want better SOPs that free you up and make your business more efficient? Get your system for that in Clockwork.
For more MSP hiring strategy tips from Mike, see Why Personal Operating Manuals Can Improve Employee Retention.
