Just about any business owner can tell you that the right team makes all the difference. When you’ve got the right people in your corner, things run smoother, fires are put out quicker, and the business scales more easily.
But for MSPs, building that team can be a struggle. We asked MSPs like you for their best interview tips and hiring hacks so that the next time you need to hire a new team member, you get a star player on the first try.
Here’s how to find the diamonds in the rough.
Keep Mindset Top of Mind
Skills can be taught, but personality, mindset, and manners cannot.
“I hire for attitude, ownership, and a service mindset before anything else; skills can be trained, but mindset shows up every day. I use scenario questions to see if candidates stay calm, curious, and accountable under pressure—especially in situations they did not cause but [must] still take responsibility to fix. Then I confirm the technical fit for the role.”
—Corey Kirkendoll, President and CEO, 5K Technical Services, MSP Success Advisory Council Member
“We find top talent based on their motivation. We use a testing platform that looks for this, and I ask them if they have any missions or personal causes that they are passionate about.
I have found that it doesn’t matter how much someone knows—they need to be able to perform on an elite team.”
—Neal Juern, CEO, 7tech, MSP Success Advisory Council Member
“I can teach technology all day long. What can I not teach? Good people and customer service skills; that you either have, or don’t. Top talent can be taught [for] most jobs. You can’t teach manners.
To find top talent, [I ask them to] tell me about how [they] approach a difficult situation at home or work; how [they] deal with people on a daily basis.”
—Esteban Blanco, Chief Geek Officer, Blanco IT, MSP Success Advisory Council Member
Know Exactly Who You’re Looking For
It’s impossible to find your perfect candidate when you aren’t clear on who that is. Here’s how to identify, then verify, your best candidate.
“The book Who, by Geoff Smart, changed my entire approach to interviewing. The key takeaway: define what an ‘A player’ looks like in your MSP before you interview, then test relentlessly for culture, ownership, and problem-solving—not just technical skill.”
—Natalia Scheidegger, CEO, 3rdmill, MSP Success Advisory Council Member
“Grow and leverage your network. Whether [through] conferences, LinkedIn, or local events, build connections with people. Most of my best hires have come from my network and referrals.
—Will Slappey, CEO, IT Voice, MSP Success Advisory Council Member
“I believe people learn best through real-world experience. I often ask candidates to walk me through a challenge where they’ve encountered both success and failure. Then, [we] explore what they would have done differently in hindsight, and how they plan to handle similar situations in the future.”
—Antwine Jackson, President, Enitech Solutions, MSP Success Advisory Council Member
“One of my favorite interview questions is: ‘What publications, podcasts, or YouTube channels do you follow to stay current in tech?’ The answer tells me instantly whether someone is genuinely curious and self-driven—because in this industry, the best talent never stops learning.”
—Ann Westerheim, Founder and President, Ekaru, MSP Success Advisory Council Member
Verify Their Skill Set
Your new team member needs the skills to pay the bills. Before hiring, double-check that they have what it takes.
“I always verify a candidate’s story by cross‑checking their references and work history; people’s past behavior is the best predictor of their future performance. A quick call to former supervisors will tell you more than any resume or polished interview answer ever will.”
—Tito Huynh, VP, Business Data Services, MSP Success Advisory Council Member
“Ask for specific examples from their past where they have demonstrated the specific skill set you want. If they can’t cite a specific example, there’s a good chance they have never done it.”
—Will Slappey, CEO, IT Voice, MSP Success Advisory Council Member
Make Sure They’ll Mesh with Your MSP
No amount of good qualities can make up for a bad culture fit. That’s why culture-based questions should be integral to your interview process.
“I like asking the same questions, worded differently, over a few rounds of interviews—especially pertaining to work ethic. I’d ask, ‘What kind of work culture would frustrate you?’ Then, I’d have an employee/supervisor ask them something like ‘Tell me about a time your workplace wasn’t a good fit. Why?’ in a separate interview.
I want to see what triggers them and whether they tolerate pressure. This is usually when the truth comes out.”
—Mario Zaki, CEO and Founder, Mazteck, MSP Success Advisory Council Member
“Asking about what someone does outside of work tells you a lot about them and if they’d be a good culture fit for your organization. Tech can be taught, but core values cannot!”
—Tom Lohr, Chief Growth Officer, Techworks Consulting, MSP Success Advisory Council Member
Prove You Take Care of Your Own
If you want a potential hire to be serious about you, you need to prove you’re serious about them too.
“Throughout the hiring process, we are transparent about the role and compensation and ‘float the offer,’ asking how quickly a candidate would accept if offered the position to gauge genuine excitement and commitment. We also ask what another company might offer that we don’t, helping us understand whether their interest is truly aligned with our opportunity or if their priorities lie elsewhere.”
—Erica Martinez-Rose, She-EO, Tech Rage IT, MSP Success Advisory Council Member
“Offer them a good salary and an excellent work-life balance. Happy employees translate to a happy job and happy customers. [Let them know that] when life happens, [you] are here to support [them].
—Esteban Blanco, Chief Geek Officer, Blanco IT, MSP Success Advisory Council Member
The prevalence of AI is shaking up every aspect of running an MSP, including hiring. Read our AI in Hiring series here to find out what’s new in the AI-powered hiring landscape, what’s at risk, and how to come out on top.
