Summary

Explore the challenges and successes of building remote teams in MSP, the importance of accountability, and the use of KPIs to measure performance with Jon Katz & Andrew Moore. The discussion also touches on client interactions, meeting structures, and the scaling of teams through a pod system. They discuss the evolution of remote work in the IT industry, particularly focusing on how Katz's company transitioned from a traditional office setup to a remote work model. Katz shares insights on hiring practices and the significance of maintaining effective communication within remote teams.

Jon explains the "Rule of 8" for management, how to handle the specific challenges of remote accountability, and why generalists fail as you scale.

In this episode, we cover: 
* The "Pod" Model: Why you need 1 Team Lead for every 4-6 engineers 
* Remote Hiring: Why it’s easier to hire Level 2/3 techs remotely than Level 1 support 
* Accountability: Using "Agile" huddles to replace office oversight 
* The "Mute Button" Story: A hilarious lesson on why you never trust the mute button on a client call

About How to MSP

How to MSP is the weekly podcast for Managed Service Provider owners and operators who want to grow, scale, and exit on their terms. Host Andrew Moore — Founder of Ridgeview Advisors — interviews MSP operators, advisors, and investors on the topics that actually move the business: EOS implementation, valuation and exit strategy, sales and marketing, service delivery, M&A, financial benchmarks, and operational excellence.

Watch full episodes on the How to MSP YouTube channel.

How to MSP is produced by Ridgeview Advisors and hosted by Andrew Moore.