MSP Mastery Podcast

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Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.
I’m Jeni Clift, joined by my husband and longtime business partner, Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.

Over the years, we learned that real success in the MSP world isn’t just about the technology you deliver — it’s about how you deliver it. Building accountable teams, creating consistent client experiences, and knowing when to adapt your model are what keep clients loyal and your business sustainable.

In this episode, we sit down with Linden Jackson, founder of Agile IT — an MSP he’s built and run for the past 18 years with a deliberate focus on staying lean, sustainable, and deeply connected to clients. Linden’s career spans three decades in IT, from selling photocopiers and registers to leading a small but highly effective MSP team.

Here’s what we covered together:
 ✅ Why Linden chooses not to chase massive growth — and how designing a sustainable business lets him step away without it falling apart
✅ The simple mindset shift that makes clients feel like you’re “part of their team” instead of a faceless help desk
✅ The automation win that’s boosted consistency across his service delivery (and the one manual task he wishes could vanish forever)
✅ A hero story about rescuing a brand-new client in the middle of a critical server failure — and why the real fix had nothing to do with the part they thought they needed
✅ Linden’s honest take on what he’d do differently if starting an MSP from scratch today, from setting client expectations to hiring for listening skills, not just technical skills

We created this podcast to share the conversations we wish we’d had more of while running our own MSP — real, practical advice from people who’ve lived the challenges and come out stronger.

Whether you’re in the office, in the field, or stuck waiting for that one “quick” Windows update, this episode’s the perfect companion.

👉 Connect with Linden on LinkedIn: https://www.linkedin.com/in/lindenjackson/
🌐 Find more info about AgileIT: https://agileit.com.au/
🎧 Listen to this and more episodes on Ctrl-Alt-Deliver: https://www.buzzsprout.com/admin/2514171/episodes
🌐 Explore the full archive: https://www.ctrl-alt-deliver.blog/episodes

Send us Fan Mail

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.
I’m Jeni Clift, joined by my husband and longtime business partner, Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.

We learned along the way that real success isn’t just about the tools you use or the tech you know.
It’s about how you deliver: building accountable teams, creating consistent client experiences, and staying adaptable — even when the industry keeps changing.

For our very first episode, we wanted to open up the kinds of conversations we wish we heard more of: honest, practical, no-nonsense advice from people who’ve truly been there.

So we sat down with Brendan Rose from Morphability — someone who’s seen the MSP world from every angle: starting out as employee #6 in a fast-growing MSP, working his way through roles from service manager to COO, and now helping other MSPs grow smarter (and saner).

Here’s what we covered together:
✅ Why engineers closing tickets silently can quietly damage client trust — and the simple fix Brendan swears by: pick up the phone
✅ How under-reporting time doesn’t just mess up your numbers — it hides the true cost, blocks your growth, and keeps your business stuck
✅ Practical tips for balancing day-to-day “busyness” with planning for the bigger clients and challenges you don’t have yet
✅ Brendan’s hero stories, lessons learned, and what he’d do differently if he built an MSP from scratch today

We created this podcast to have real conversations — not just about what’s shiny and new, but about what actually works to build sustainable, client-focused service delivery.

So wherever you’re listening from — in the car, between client visits, or on your morning walk — hit subscribe or follow so you don’t miss an episode of Ctrl-Alt-Deliver.

We’re really glad you’re here.
And we hope you enjoy Brendan’s insights as much as we did.

👉 Connect with Brendan on LinkedIn: Brendan Rose
🌐 Learn more about Morphability: https://www.morphability.au
🎧 Listen to this and more episodes on Ctrl-Alt-Deliver: https://www.buzzsprout.com/2514171/episodes
🌐 Explore the full archive: https://www.ctrl-alt-deliver.blog/episodes

Send us Fan Mail

Welcome to the podcast, control Alt Deliver, MSP Service Delivery Mastery. I'm Jenny Clifft and I'm joined by my husband and longtime business partner, Nick. Together we've spent nearly 30 years in the MSP industry building, leading, and eventually exiting our own MSP business. Along the way, we learned that real success in the MSP world isn't just about having great tech or the right tools.

It's about how you deliver. It's about building strong, accountable teams, creating consistent client experiences, and staying adaptable in a fast changing landscape. We created this podcast to open up the kinds of conversations we wish we had more of Honest, practical, no BS insights from people who've actually been there.

Each episode we'll sit down with MSP owners, industry leaders, and the occasional special guest to explore what's working, what's changing, and how to stay focused when it comes to service delivery. So whatever you are doing. Walking the dog, driving between clients or grabbing a coffee. Hit subscribe or follow and turn on notifications so you don't miss an episode of Control Alt Deliver.

We are really glad you're here.