Syncronized

In this episode of Syncronized, host Brandon Garcin sits down with Charles Bender, CEO of Attentus, to explore the evolving world of IT services. Charles shares how Attentus has built a customer-first approach, ensuring businesses get the right technology without the headaches.

They discuss the biggest IT challenges companies face today—from cybersecurity threats to inefficient systems — and how proactive support can make all the difference. Charles explains why businesses need more than just an IT provider; they need a partner who understands their goals and scales with them.

Brandon and Charles also dive into the future of managed IT services, automation, and the role of human expertise in a fast-changing landscape. Whether you're leading an IT team or looking for better tech solutions, this conversation offers practical insights into building a smarter, more resilient business.

In this episode of Syncronized, host Brandon Garcin sits down with Brian Strong, CEO of TenHats, to explore the roadmap for scaling MSPs past the $10 million revenue mark. Drawing from decades of experience, Brian shares actionable insights on how to transition from a founder-led operation to a scalable, executive-led organization. From shedding day-to-day responsibilities to fostering trust and leadership in your team, he explains the mindset shifts required to build a thriving enterprise.

The conversation dives into the financial strategies MSPs need to master for sustainable growth. Brian emphasizes the importance of dissecting costs, leveraging fractional CFOs, and optimizing pricing models to improve margins. He also highlights the value of granular financial tracking to identify blind spots and ensure long-term profitability.

On the sales front, Brian outlines how to structure and incentivize a high-performing sales team while balancing inbound and outbound strategies. Whether you're targeting niche markets or expanding through referrals, this episode delivers practical advice for scaling MSP success.

On this episode of Syncro, Josh Weiss, Director of Operations and Security at Logic Technology Consulting Group, joins Brandon to discuss scaling an MSP business. Josh's 20 years of experience — from break-fix to running a managed services practice — offer valuable insights for MSPs at any stage of their journey.

Josh emphasizes the importance of balancing firefighting with strategic planning. He highlights common challenges like constant firefighting, poor documentation, and reactive service delivery. Josh explains how these issues hinder scalability and client satisfaction. He shares an anecdote about aligning with a client on technology lifecycle management, turning a reactive situation into a proactive partnership.

Josh advises focusing on tactical documentation, automating repeatable processes, and improving service delivery. He recommends tools like ImmiBot and Roost to streamline onboarding and computer setup. He also discusses the role of AI in enhancing service delivery and empowering dispatchers. Josh stresses the importance of leadership buy-in, vendor relationships, and understanding client needs. He encourages MSPs to view automation as a way to elevate their teams, not eliminate jobs.

On this episode of Syncronized, Brandon Garcin talks with David DeCamillis, Founder and CEO of MSP Boost Consulting, about modernizing lead generation for managed service providers (MSPs). Many MSPs rely on referrals and word-of-mouth marketing, and David explains how to transition to a more structured approach. He emphasizes the importance of an annual marketing plan with targeted lead-generation campaigns.

David discusses the significance of brand identity and attracting the right customer profile. He stresses a blended approach, using various channels like blogs, podcasts, and newsletters. David advises MSPs to focus on their expertise and target specific demographics or industries. He notes consistent effort across multiple channels is key for staying top-of-mind with potential clients.

David and Brandon discuss inbound versus outbound lead generation. David champions inbound strategies supplemented by outbound tactics. He highlights nurturing leads through regular, valuable content. This includes sharing security alerts, industry insights, and company news. David emphasizes immediate follow-up on leads and qualifying them to avoid wasted time. He also stresses ongoing communication, even with leads who aren't ready to buy.

Moss Jacobson joins Brandon Garcin on Syncronized to discuss the critical intersection of cybersecurity and compliance. Moss clarifies the common misconception that security guarantees compliance, or vice versa. He emphasizes the importance of technical controls, administrative policies, and a company culture that prioritizes both, starting from the top down.

Moss highlights the unique challenges managed service providers (MSPs) face supporting diverse client needs. He stresses the shift to endpoint security and the necessity for MSPs to maintain high security standards for themselves. He advises MSPs to adopt a robust compliance framework like NIST CSF or CMMC, especially if serving clients in regulated industries like healthcare or government contracting.

The conversation also explores the growing personal liability of executives for compliance gaps. Moss points out that proactive compliance not only mitigates risk but also unlocks growth opportunities. He shares an anecdote of a client gaining significant revenue after improving their security posture. Moss concludes by encouraging MSPs to commit to compliance and leverage available resources, predicting that those who prioritize compliance will thrive.

In this episode of Syncronized, we sit down with Sandra Antoun, Director of Sales and Marketing at Vintage IT Services, to discuss the power of newsletters in driving MSP growth. Sandra shares her insights on why newsletters are an effective tool for engaging clients, building brand awareness, and showcasing expertise in the IT space. She emphasizes how thoughtful content can differentiate MSPs in a competitive market.

Sandra explains how Vintage IT Services uses newsletters to provide value beyond technical updates. From sharing local Austin events to offering practical tips like editing PDFs, Sandra highlights the importance of blending business with personal engagement to keep clients interested and subscribed. Her approach fosters long-term relationships by making newsletters both informative and enjoyable.

The conversation also dives into the metrics that matter, such as click-through rates and engagement tracking, which help Sandra refine content and identify potential leads. Tune in for actionable strategies on leveraging newsletters to grow your MSP.

In this episode of Syncronized, host Brandon Garcin welcomes Dave Colesante, CEO of Apptega, to discuss building a profitable cybersecurity practice. Dave shares his insights on differentiating security services in a crowded market and emphasizes the importance of moving beyond basic consulting to productized offerings.

Dave highlights the power of leveraging industry-standard frameworks like NIST and CIS to demonstrate value to clients. He encourages MSPs to clearly define their service offerings around these frameworks and educate customers on the value they provide.

The conversation also explores practical strategies for demonstrating ROI, customer retention, and navigating leadership changes within client organizations. Dave emphasizes the importance of proactive communication, comprehensive reporting, and leveraging vendor partnerships to showcase continuous value.

In this episode of Syncronized, we sit down with Kristen Costagliola, CTO at Syncro, to dive into the transformative impact of AI on Managed Service Providers (MSPs) and IT leaders. The discussion begins with an exploration of AI's current buzz and its practical applications for MSPs and smaller organizations. Kristen highlights the significant shifts AI is bringing, particularly in automation and machine learning, which have been the backbone of IT services for years.

The conversation moves to the disruptive changes AI is poised to bring to the industry. Kristen explains how AI enables proactive responses and self-healing systems, reducing the need for human intervention in mundane tasks. This advancement allows MSPs to predict hardware failures and optimize system performance, enhancing productivity for end-users. Kristen emphasizes the importance of integrating AI thoughtfully to maintain the human touch that is crucial for customer service.

We also discuss the challenges of maintaining accuracy and reliability in AI-driven systems. They stress the need for transparency from AI vendors regarding their training data and models. Kristen advises a cautious approach, recommending fact-checking and gradual implementation to ensure reliability. The episode concludes with insights into Syncro's initiatives, including AI-driven ticket categorization and smart search features, aimed at enhancing efficiency and service delivery for MSPs.

In this episode of Syncronized we interview Peter Melby—CEO of New Charter Technologies—delving into the intricacies of leadership and continuous improvement within MSP organizations. Peter shares his journey from co-founding an MSP at the age of 20 to leading a large-scale enterprise, emphasizing the importance of customer-centric approaches and the challenges of scaling a business. He discusses how the focus has shifted from simply addressing technical issues to understanding and anticipating customer needs to drive business success.

The conversation highlights the evolution of the MSP industry, particularly the transition from break-fix models to managed services and the need for recurring revenue models. Peter elaborates on the significance of building a company culture that fosters continuous improvement and innovation, comparing it to the Japanese concept of Kaizen. He underscores the importance of aligning the organization's goals with customer impact and ensuring that employees are motivated and engaged in their roles.

Peter also addresses the challenges brought about by remote work and the rapid changes in technology, including the impact of AI on the industry. He emphasizes the need for flexibility and adaptability in leadership, noting that successful companies are those that can maintain nimbleness while achieving scale. The episode concludes with insights on the critical role of psychological safety in fostering open communication and continuous improvement within organizations.