MSPs

MSP staffing, management, scaling and other MSP-related articles written by the Support Adventure Team who share decades of experience managing and consulting MSPs. The focus of the blog is helping MSPs of all shapes and sizes around the world with their processes, staffing, and any other areas we feel we can help with to help you improve the quality of your service and the value of your MSP.

Outsourced MSP Helpdesk Support – Benefits and Models for MSPs

When expanding your team, you might ask yourself, “Should I hire staff internally or outsource MSP help desk support“?Before you decide if outsourced MSP staff is for you, it is good to clearly define what qualities you want your IT or MSP help desk to have and how much you are willing to pay for it.Outsourced MSP help desks should use the following best practices:A well organized and coordinated team of technicians.… Continue Reading Outsourced MSP Helpdesk Support – Benefits and Models for MSPs
By Kristina @ Support Adventure, ago

All the Risks of Outsourcing Customer Service

Outsourced customer service is a very common term searched on the internet. Many fast-growing companies are looking to delegate support in order to focus on scaling their operations.  But with the handover of responsibilities in your business comes potential for things to not work out quite how you anticipated them. So what could possibly go wrong?  Some risks of outsourcing customer service include:Lower Service QualitySecurity risksHidden costsLoss of ControlLoss of… Continue Reading All the Risks of Outsourcing Customer Service
By Anna @ Support Adventure, ago

How to know which applicants to hire for your MSP?

How can you gauge whether or not applicants to work with your MSP will flourish or flounder working for you? Unfortunately, many MSPs are clueless when it comes to recruiting the best talent as not all people with IT experience will thrive in the hectic MSP environment. So how can you make sure someone will? If you want to figure out which applicants will excel in your MSP, you must focus not just on their… Continue Reading How to know which applicants to hire for your MSP?
By Kristina @ Support Adventure, ago

How to Build and Manage a Successful Help Desk for your MSP

Feeling clueless about how to offer premier MSP help desk services to clients? As veterans of the MSP industry, we at Support Adventure are excited to give you insights on how to build and manage a successful help desk. We have worked with dozens of MSPs over the years and know all the dos and don’ts of the help desk framework. We know all the problems and issues you can expect and how to avoid… Continue Reading How to Build and Manage a Successful Help Desk for your MSP
By Anna @ Support Adventure, ago

Example Questions for a Level 1 MSP Technical Support Interview

As the initial touchpoint for IT enterprises, the position of a Level 1 Technician holds significant importance. A Level 1 Technician is responsible for possessing a comprehensive understanding of technical knowledge coupled with exceptional communication skills to efficiently address and resolve issues. Therefore, it is critical that the candidate possess the mindset and skillset to confidently address a diverse range of problems and provide expedient, comprehensive, and amicable service.In order to find such a… Continue Reading Example Questions for a Level 1 MSP Technical Support Interview
By Kristina @ Support Adventure, ago

Make your techs feel like rockstars with positive feedback!

-gOne of the best things you can do as a manager or owner of an MSP is offer feedback in a way where your technicians are left feeling awesome about themselves!At Support Adventure, we’ve worked with over 40 MSPs, observing their internal culture and communication style with staff. The ones that we have enjoyed working with the most are the ones that had the most motivated technicians. So just how can you achieve… Continue Reading Make your techs feel like rockstars with positive feedback!
By Kristina @ Support Adventure, ago

What is the Job Description for an MSP Service Desk Manager?

The MSP help desk is THE indicator of whether or not the whole company is functioning well. For this reason, there should be a service desk manager dedicated to optimizing the help desk’s workflow and quality of service provided so that the company can scale safely.The work of the service desk manager can be defined as:Creating and implementing systems that ensure growth, reliability and ownership.Overseeing and managing the helpdesk staff.Coordinating tasks,… Continue Reading What is the Job Description for an MSP Service Desk Manager?
By Kristina @ Support Adventure, ago

Can an MSP Technician Be a Team Player?

Are technicians in your MSP team players? Collaboration is a common term that we hear in the business world. Indeed, your employees should work together to bring strong results that help scale your business. However, as an MSP, you might experience some difficulties in getting technical staff members to work as a team. An MSP technician can be a great team player if the management of the company provides a collaborative environment for them. Despite… Continue Reading Can an MSP Technician Be a Team Player?
By Anna @ Support Adventure, ago

How to Create a Great MSP Environment for your Staff?

Why should you have a great environment in your MSP? Because creating a fulfilling environment for your staff is one of the most important things in running a successful MSP. From our years of consulting and providing staff for MSPs, we at Support Adventure have seen that this is one of the best practices to employ.You want to have technicians who do great work and feel good doing it! What exactly are some of… Continue Reading How to Create a Great MSP Environment for your Staff?
By Kristina @ Support Adventure, ago

How to Stop Micromanaging Your MSP Team

Feeling trapped in an endless loop of micromanaging your MSP staff? We know it’s not fun for you. This is also a big faux pas in that it’s cause for one of the most frequent complaints from employees in the MSP space. Nobody likes a micromanager. So how do you stop micromanaging MSP staff? By creating clear standards that are introduced and enforced during training. This helps develop consistent self-accountability for employees that works so… Continue Reading How to Stop Micromanaging Your MSP Team
By Anna @ Support Adventure, ago

Which strategies can you implement NOW to be a premium MSP?

How to raise revenue, service levels, and client satisfaction by being a premium service!Many IT businesses are striving to become premium managed service providers (MSP), but not all of them succeed. Charging a higher price is an obvious way to level up your game, but it’s not that simple. There’s more to it than that. So what else can you do? As an MSP staffing services and consulting specialist, we at Support Adventure have… Continue Reading Which strategies can you implement NOW to be a premium MSP?
By Anna @ Support Adventure, ago

MSP Scaling – How to Scale your MSP

The 7 Laws of MSP ScalingAre you trying to scale your MSP, but you feel like an unruly helpdesk is holding you back?We know it can be overwhelming when you’ve got months old tickets piled up, your ticketing queue is super disorganized and you’re constantly working overtime yourself to assist with exhaustive projects. From our experience working with and consulting over 40 MSPs, there’s a few tweaks you need to make to scale… Continue Reading MSP Scaling – How to Scale your MSP
By Kristina @ Support Adventure, ago

What is the best documentation template for MSPs?

Running an MSP without the best documentation templates is severely going to hurt your business as you add on more employees and scale. We have consulted dozens of MSPs about how to improve their systems and structure their helpdesk, and we know that the best documentation for MSPs will include the following.Ticketing system note proceduresThorough escalation proceduresSpecific details for notes and workflow rulesSystematization of tasksClear expectations, and specifically how to… Continue Reading What is the best documentation template for MSPs?
By Nwando @ Support Adventure, ago

Best MSP Communication Policy Guide: Create a Clear and Easy-to-Follow System!

When you’re the owner of an MSP, you might have an inbox that’s full of all sorts of random messages from your clients and staff every day. On one hand, your phone is ringing constantly, and on the other, your chat notifications are firing off. It can be absolute chaos!To save time, and above all, sanity, you need to put in place an ironclad MSP communication policy. As MSP staffing specialists, we here at… Continue Reading Best MSP Communication Policy Guide: Create a Clear and Easy-to-Follow System!
By Kristina @ Support Adventure, ago

Why Outsourced MSP Help Desk Support is Not as Scary as You Think

On the fence about using MSP outsourced help desk support? Maybe you’re concerned about outsourced engineers adapting to the systems you have in place, working well inside your company’s environment, cyber security and other issues. As an MSP staffing agency, Support Adventure has provided staff for over 40 MSPs and provided them the best engineers that fit right into their company’s structure. It didn’t cost them an arm and leg either. You should absolutely outsource… Continue Reading Why Outsourced MSP Help Desk Support is Not as Scary as You Think
By Nwando @ Support Adventure, ago

The Ultimate MSP Guide to Tracking Technicians’ Time Spent Working!

Want to stop feeling like you’re babysitting your technicians’ use of their time? Achieving a good balance in your MSP for technicians’ tracking time on their time sheets is essential to making staff feel organized. And just as important, it helps you feel like less of a micromanager. Too much time tracking will lead to stress for the technicians if they have to track every minute of every single day. They will feel suffocated. And… Continue Reading The Ultimate MSP Guide to Tracking Technicians’ Time Spent Working!
By Nwando @ Support Adventure, ago

Our MSP Recruitment Hiring Process

Get the best out of MSP remote recruitment Be careful of who you let in your inner circle. Choosing the right employees and integrating them is a mine-field. Neglect one step and the whole business will be shaken up with the consequences. If done wrongly, the process of finding the right people is lengthy, the hiring pricey and the guarantee of future employees doing great work non-existent.Bypassing the many errors MSP encounters in this… Continue Reading Our MSP Recruitment Hiring Process
By Kristina @ Support Adventure, ago

Improve your Remote Workplace Culture INSTANTLY!

The lifeblood of your business is the happiness of your clients, the service they’re receiving and their perception of it.How are they ever going to be happy with this service unless it’s being delivered by people who are happy with their jobs? You must prioritize company culture so that you can increase employee retention rates, satisfaction and team spirit.Your helpdesk service needs to be in harmony in order to present the best product… Continue Reading Improve your Remote Workplace Culture INSTANTLY!
By Kristina @ Support Adventure, ago

Why PagerDuty Will Revolutionize Your MSP’s Help Desk… Especially for After Hours Service!

If your MSP isn’t using PagerDuty, or alternatively, OpsGenie… you are missing out on having smoother operations within your company.As an incident management system for notifications, PagerDuty is a game changer for managed service providers. It helps you stay on top of time sensitive tasks, after hours shifts, escalations and satisfying premium clients.  In scaling our MSP staffing business to serving over 30 MSPs, we can directly give some credit to PagerDuty for the… Continue Reading Why PagerDuty Will Revolutionize Your MSP’s Help Desk… Especially for After Hours Service!
By Nwando @ Support Adventure, ago

5 Keys to a Productive Remote Environment – Start Working Online!

Your business must not suffer from the consequences of the pandemic and has to transcend the limitations posed by it. More offices are closing down and businesses are starting to operate online. Most businesses were caught off-guard and had limited time to adjust to the new situation. Moving to a remote environment is a delicate process and without considering the complete picture, it might not function successfully.The good news is that there are practical… Continue Reading 5 Keys to a Productive Remote Environment – Start Working Online!
By Kristina @ Support Adventure, ago