Within two years, the average SMB will spend more on AI than on cybersecurity — and Jimmy Hatzell, Co-Founder and CEO of Hatz AI, says the MSPs that win this shift will look nothing like the per-seat help desks of the last decade.

In Episode 10 of How to MSP, host Andrew Moore sits down with Jimmy Hatzell, Co-Founder and CEO of Hatz AI, to unpack how fast AI is moving through the MSP channel and what it means for managed service provider growth, pricing, and the future of the vCIO role. Jimmy explains why the AI wave is moving roughly six times faster than the security wave did, how Model Context Protocol (MCP) servers from Halo PSA, ScalePad, Liongard, and N-able are changing what MSPs can actually deliver, and why intelligent model routing cut Hatz AI's costs by about 75 percent on common workflows. Andrew and Jimmy lay out a practical playbook — starting with shadow AI as the security conversation — and dig into how per-seat MRR breaks when clients hire fewer people and spend more on intelligence.

What you'll learn:

•       Why SMB AI spend is on pace to overtake SMB security spend inside two years

•       How to use existing DNS, RMM, and firewall data to surface shadow AI in any client environment

•       What Model Context Protocol (MCP) is, and why Halo PSA, ScalePad, Liongard, and N-able have all released official MCP servers

•       Why intelligent model routing can cut AI costs by roughly 75 percent without sacrificing output

•       How the per-seat MRR model breaks under AI — and what advisory and account-management revenue replaces it

Mentioned in this episode:

•       Behind the Cloud by Marc Benioff — Goodreads

•       The Grateful Dead on Spotify — open.spotify.com

•       Phish on Spotify — open.spotify.com

•       Hatz AI — hatz.ai

•       Halo PSA — halopsa.com

•       ScalePad — scalepad.com

•       Liongard — liongard.com

•       N-able — n-able.com

•       Cisco Umbrella — umbrella.cisco.com

•       ThreatLocker — threatlocker.com

•       ConnectWise — connectwise.com

•       Pax8 — pax8.com

•       Salesforce — salesforce.com

About the guest:

Jimmy Hatzell is the Co-Founder and CEO of Hatz AI, a secure AI platform for SMBs delivered through managed service providers. He previously led teams at SKOUT Cybersecurity through its acquisition by Barracuda and served as VP of Revenue at CyberQP.

Read the full show notes: https://www.ridgeviewadvisors.com/blog/smbs-spend-more-on-ai-than-security-msp

Key topics: MSP AI strategy, shadow AI, Model Context Protocol, MCP servers, MSP per-seat pricing, AI governance for SMB, MSP vCIO, AI model routing, AI cost management, managed service provider AI services

#MSP #ManagedServiceProvider #ShadowAI #AIGovernance #ModelContextProtocol #MSPGrowth #vCIO #SMBTech

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.

Jack Lincourt's MSP help desk handles 85% of tickets with technicians who'd never touched IT three months earlier. He'd rather hire a Dunkin' Donuts drive-through veteran than an experienced MSP tech — and he has the numbers to prove it works.

In this episode of How to MSP, Andrew Moore talks with Jack Lincourt, VP of Service Delivery at Microtime Computers, about the hiring assessments, ConnectWise template library, and certification compensation model that built one of the most disciplined help desk operations in the MSP industry. Jack also explains why he won't hire from other MSPs, why he reviewed 5,000 historical tickets by hand, and why he hasn't yet adopted AI tools — even with vendor pressure to do so.

What you'll learn:

•       Why customer service skills and chaos tolerance beat IT credentials when hiring a help desk technician

•       How Microtime gets new hires to 85% ticket coverage and on-call rotation in 3–4 months

•       The certification bonus model that turns a $38,000 starting hire into a $70,000 tech in 3 years

•       How Jack reviewed 5,000 historical tickets to build a template library that runs the help desk

•       Why slow tool adoption (Rewst, Cyft) is the right pace for a process-driven MSP — and why AI shouldn't come first

Mentioned in this episode:

•       The Ideal Team Player by Patrick Lencioni — https://www.goodreads.com/book/show/28930640-the-ideal-team-player

•       Journey on Spotify — https://open.spotify.com/artist/0rvjqX7ttXeg3mTy8Xscbt

•       Microtime Computers — https://microtime.com/

•       Rewst (automation for MSPs) — https://rewst.io/

•       Cyft (AI ticketing for MSP service desks) — https://www.cyft.ai/

•       Criteria Corp HireSelect (assessments) — https://www.criteriacorp.com/

About the guest:

Jack Lincourt is VP of Service Delivery at Microtime Computers, an Andover, Massachusetts–based MSP. He brings 30+ years of experience leading client services, technical support, and operations teams — and has built a help desk with effectively zero turnover.

Read the full show notes: https://www.ridgeviewadvisors.com/blog/why-your-msp-should-hire-bartenders-before-it-pros

Watch on YouTube: https://youtube.com/@howtomsp

Learn more about Ridgeview Advisors: https://www.ridgeviewadvisors.com/

Subscribe to How to MSP for weekly conversations on growing, scaling, and exiting your MSP.

Key topics: MSP help desk hiring, MSP technician training, ConnectWise templates, MSP certification bonuses, Rewst automation, Cyft AI ticketing, service delivery management, MSP operations.

#MSP #ManagedServiceProvider #HelpDesk #ITHiring #ServiceDelivery #MSPOperations

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.

Are you running your business on a "Chaos Operating System"? In this episode of the How to MSP podcast, host Andrew Moore sits down with Larry Garcia, President and founding member of Strety (and former BrightGauge veteran), to discuss the hidden mental "calorie burn" that keeps MSP owners stuck. 

Larry breaks down why managing a business in a state of reactive chaos actually takes the same amount of mental energy as running a high-performance accountability framework. They dive deep into the functional shift from traditional org charts to Accountability Charts, the "grace to miss" your initial goals, and Larry’s industry-shaking "hot take" on why the next big movement for MSPs might actually be a return to on-premise servers. 

Whether you are struggling with "ride or die" employees who no longer fit or trying to upskill your team for the AI era, this conversation provides the blueprint for moving from accidental management to intentional scale. 

"The chaos operating system in your head... is burning the same amount of calories as an accountable framework where you're on task. You're already spending the energy—you might as well spend it on being on task." — Larry Garcia.

Questions Answered in This Episode:

• Why does "Chaos Mode" burn the same mental energy as a structured system? 
• How do you define a role by function instead of the person currently sitting in the seat? 
• What is the "Grace to Miss" and why is it vital for your first 90-day goals? 
• How will AI shift the requirements for entry-level "busy work" into high-level business intelligence? 
• Why are major firms like Basecamp ditching the cloud to save millions on on-premise infrastructure? 

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.

What happens when your sales team and operations team are actually on the same page? You get a "dynamic MSP engine" that drives profit, reduces stress, and sets clear boundaries with clients. 

"We are clear about telling clients that during onboarding we are going to find the things they don't even know about, so they should expect a remediation project. Make your peace with whatever God you may or may not believe in; it’s happening. Aligning what you sell with what you actually do is the ultimate maturity step for an MSP."

In this episode, host Andrew Moore sits down with the leadership team from Ashton Solutions—Travis Grundke, Jim Abbott, and Tom Foley—to pull back the curtain on how they’ve aligned their organization for over two decades. From the "6-week onboarding rule" to the art of saying "no" to bad business, this conversation is a masterclass in MSP maturity. 

Key takeaways from this episode include:

• The Power of Expectations: Why you must tell prospects about remediation projects before they sign the contract. 
• Process vs. Magic: How to transition from owner-led selling to a scalable, process-driven sales engine using the EOS framework. 
• The Actuarial MSP: Viewing your contracts through the lens of risk management and profitability. 
• The "Spider Sense": How to identify "red flag" clients before they ever touch your service desk. 
• The Future of AI: Moving past the hype to find real-world business outcomes for your clients. 

Stick around for the "Final Five" questions to hear about the most legendary (and slightly terrifying) hiring horror story in MSP history. 

Show Notes:  https://www.ridgeviewadvisors.com/blog/aligning-sales-and-operations-in-your-msp

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.

Most MSP owners get stuck at the same ceiling: they are the smartest person in the room, and their "processes" only exist in their heads. When they finally try to document everything, they often create a bureaucratic monster that kills creativity and slows down service delivery.

In this episode of How to MSP, Andrew Moore and Connor Fagan (Renada) break down the high-level operational strategy required to move from a "hero-based" business to a repeatable machine. We discuss the "Ambiguity Trap," the dangers of over-engineering tools like Halo PSA, and why your senior engineers might actually be the biggest bottleneck in your helpdesk. 

Blurb:  

"Everything I do is: how simple can we make it? I'm obsessed with simplicity in everything I do in my entire life. Because as soon as it's really simple and repeatable, it gets done way more accurately." — Connor Fagan

What You’ll Get Out of This Episode:

• The Ambiguity Trap: Why technical failures are usually management failures in disguise—learn how to look inward to find the root cause.
• Process vs. Outcomes: How to give your team "Commander's Intent" so they can solve problems autonomously instead of just clicking buttons in a workflow.
• The 60% Rule for Growth: Why accepting "good enough" from an autonomous employee is the only way to eventually get 100% results without you doing the work.
• Solving the Sales-to-Ops Handover: A simple framework to move the "laptop quote bottleneck" away from your high-cost technicians.
• AI Reality Check: Why AI is currently better at "party tricks" than actual MSP logic, and why you should probably use a script instead.

Ling to Show Notes

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.

Are you building a business or just a job? In this episode, Andrew Moore sits down with Reed Warren, President and CEO of IT Valuations, to pull back the curtain on what actually drives the market value of a Managed Service Provider. With over 30 years of experience and 700+ clients, Reed explains why your valuation is the most critical metric for directing your business investments. 

Whether you are planning an exit in the next three years or want to build a more resilient, profitable MSP that can weather any market downturn, this conversation provides the financial roadmap you need.

In this episode:

What is a Multiple?: Understand how EBITDA and revenue multiples are used for comparative analysis in the MSP space.

The Rule of 40: Learn how to balance growth and profitability to achieve an operationally efficient organization.

Driving High Valuation: Discover the 26 risk factors, including contract length and customer churn, that impact your transaction value.

Revenue Mix Strategies: Why maintaining 65% to 70% recurring revenue is the "sweet spot" for maximizing both EBITDA and multiples.

M&A Readiness & Due Diligence: Practical advice on "corporate hygiene," including assignability in contracts and resolving hidden liens before you go to market.

Owner Dependency: How to delegate effectively so your business can thrive without you, making it more attractive to investors

Show Notes:  

https://www.ridgeviewadvisors.com/blog/msp-valuation-secrets-how-to-maximize-ebitda-multiples-for-your-exit

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.

Is your service desk a high-efficiency engine or a breeding ground for "hot garbage" data? If you’re tired of technicians playing "Hero Ball" instead of following procedures, this episode provides the blueprint for taking back control. 

In this episode of How to MSP, host Andrew Moore welcomes Mark Sowden, a 20-year MSP veteran and former Vice President of Service who has built award-winning delivery teams from the ground up. Mark breaks down the exact strategies used to whip chaotic service desks into shape, focusing on accountability, data integrity, and scalable team structures.

In this episode we cover:

The Data-First Approach: Why your ticketing system is your only window into reality.

Capacity Planning: How to use the "half-hour/half-ticket" math to right-size your team.

The Service Industry Analog: Applying restaurant-style "front-of-shift" and "end-of-shift" routines to IT.

Talent Pipelines: Why you should embrace being a "talent generator" rather than fearing turnover.

Don't let "hot garbage" data ruin your efficiency. Tune in to learn how to whip your service desk into shape and lead with both intellectual honesty and heart.

Show Notes:  Episode 5 Notes

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.

In this episode of the How to MSP podcast, host Andrew Moore sits down with Jason Knight, one of the founding partners of Scaled and a veteran MSP coach. Jason pulls back the curtain on why traditional "outsourcing" often fails and how a staff augmentation model—specifically utilizing high-tier talent from South Africa—can solve the dual challenges of operational capacity and rising labor costs in the US.

If you’ve been hesitant about offshore resources due to quality or cultural concerns, this conversation is a must-watch. Jason explains why culture, English proficiency, and "problem-solving initiative" are the true keys to integrating remote L2 and L3 technicians into your service desk.

Key Topics Covered:

Staff Augmentation vs. Outsourcing: Why dedicated resources beat "call center rollover" models every time.

The South African Advantage: How cultural alignment and language make South Africa a prime hub for MSP escalation tiers.

Managing Remote Teams: Why the "video always on" rule and "daily huddles" are non-negotiable for success.

The Financials: The reality of 60-70% cost savings and how to handle international employment laws legally.

"Visible Work": Why your remote team must prioritize the client-facing tasks that prevent you from getting fired.

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.

Are you burning precious management calories on hiring, only to find candidates that don't fit your MSP's culture or pace? 

In this episode we talk with James Bier (Co-Founder of VAR Staffing) about recruitment, retention, and building processes to help scale your MSP. James explains the critical difference between "active" and "passive" candidates , why generic job postings often fail , and how to apply the Moneyball philosophy to find undervalued talent that drives growth. In this episode, we cover:

• Active vs. Passive Candidates: Why the best talent isn't replying to your LinkedIn ads 
• Vetting Tactics: How to use scenario-based testing to spot "paper tigers" who can't actually troubleshoot 
• Hiring Hacks: Why you should look for community college grads, collegiate athletes, military veterans, and Eagle Scouts 
• The "Moneyball" Strategy: How to identify one-or-two tool players who can still score runs for your business 
• Gen Z & Remote Work: Navigating the new demands for 100% remote roles 

Show Notes: Complete Notes and Links

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.

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.