How to MSP

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.

Are you losing clients because your MSP account management is reactive instead of strategic? In this episode of How to MSP, Andrew Moore and Dan Mallard (Iron Edge Group) break down exactly how to build an account management layer that retains clients and drives revenue.

We cover the transition from technical roles to account management, why the "owner-led" sales model fails at scale, and how to grade your clients (Red/Yellow/Green) to prevent churn.

In this episode, we cover:

Why technical staff struggle as account managers
The difference between a QBR and a Strategic Business Review (SBR)
How to track "Client Health" scores to predict cancellations
The "Mafia Style" client meeting that got an account fired

About the Guest: Dan Mallard is the Practice Director of Strategic Solutions at Iron Edge Group, with over 20 years of experience in IT and MSP growth.

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.