The IT Experts Podcast

Ken Roulston brings his decades of industry experience to the table and together we explore what it really takes to get your MSP into a position where it's not only ready to be sold, but where it attracts the right buyer and achieves a fair valuation.

Ken Roulston has walked the talk. He built his own MSP from the ground up, completed six acquisitions over 12 years and ultimately sold the business in 2023 for a healthy multiple, leaving behind a highly efficient and well-oiled operation. Throughout this episode, Ken shares what truly drives value in an MSP and why EBITDA is king when it comes to valuation. We get into the weeds of what EBITDA really is, the difference between profit, EBITDA and adjusted EBITDA, and how small tweaks in your operation today can make a big difference to your valuation tomorrow.

One of the key takeaways from Ken Roulston in this episode is that profitability is only half the picture. Buyers are also looking at recurring revenue, the quality of contracts with your clients, the efficiency of your operations and how professionally the business is run. We talk about the reality that many MSPs face – thinking their business is worth more than it actually is – and how things like weak client contracts or high client concentration can be red flags to buyers. Ken explains how buyers look for signs of consistency and professionalism, including documented processes, clean accounts, staff contracts and a good track record of customer retention. If your MSP is being run informally or too heavily reliant on you as the owner, that's going to limit your options when it comes to selling.

We also touch on the age-old debate about outsourced service desks. Is it a red flag for buyers or a smart operational choice? Ken shares how outsourcing can actually be a strategic advantage if done correctly, particularly in a tight labour market where skilled engineers are hard to find. In his case, the buyer saw the outsourced helpdesk as an opportunity and adopted it post-acquisition, demonstrating that the model itself isn't the issue, it's how efficiently it runs.

Throughout the conversation, we continue to reinforce the concept of owner not needed. If your MSP can't function without you, it's not a business. It's a job. And buyers don't want to buy your job. They want a systemised, well-governed, and self-sustaining business. So whether you're working five days a week in the weeds or you've managed to reduce your time to just one day a week, the goal is to build a business that can stand on its own two feet.

Ken also shares his thoughts on selecting the right buyer, and why it's not always about choosing the highest bidder. Culture fit matters, especially if there's an earnout or deferred payment involved. If the acquiring company doesn't align with your values or runs the business poorly post-acquisition, it could not only damage your legacy but also impact your final payout. We talk openly about deal structures, what buyers are looking for, and the importance of preparation, patience and compromise. Selling an MSP is not a six-week sprint. It's a strategic process that requires you to get your house in order and present a credible, investable business.

To round off the show, Ken gives us a glimpse into the MSP M&A training course he's delivering with Mark Copeman, which goes into even more detail than we could cover in this three-part series. There's also mention of an upcoming confidential matchmaking service for buyers and sellers, which is being developed as part of their wider initiative to support MSPs through this complex journey.

So, if you're an MSP owner who is thinking about selling in the next year or two, or even if you're just curious about what your exit could look like, this episode is essential listening. Get ready to take notes, challenge your assumptions and most importantly, take action. M&A is a serious step, but with the right preparation and support, it can be one of the most rewarding chapters in your business journey.

This is the second of three episodes in our M&A Mastery series with Ken Roulston, so if you haven't already, make sure you catch part one where we lay the groundwork and share Ken's incredible story. And next week, we'll be diving into the buying process to wrap up the trilogy with even more insights on what's happening in the M&A world for MSPs.

Connect with Ken Roulston on his LinkedIn HERE and learn more about his MSP M&A through their website HERE

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

Ken Roulston brings his decades of industry experience to the table and together we explore what it really takes to get your MSP into a position where it's not only ready to be sold, but where it attracts the right buyer and achieves a fair valuation.

Ken Roulston has walked the talk. He built his own MSP from the ground up, completed six acquisitions over 12 years and ultimately sold the business in 2023 for a healthy multiple, leaving behind a highly efficient and well-oiled operation. Throughout this episode, Ken shares what truly drives value in an MSP and why EBITDA is king when it comes to valuation. We get into the weeds of what EBITDA really is, the difference between profit, EBITDA and adjusted EBITDA, and how small tweaks in your operation today can make a big difference to your valuation tomorrow.

One of the key takeaways from Ken Roulston in this episode is that profitability is only half the picture. Buyers are also looking at recurring revenue, the quality of contracts with your clients, the efficiency of your operations and how professionally the business is run. We talk about the reality that many MSPs face – thinking their business is worth more than it actually is – and how things like weak client contracts or high client concentration can be red flags to buyers. Ken explains how buyers look for signs of consistency and professionalism, including documented processes, clean accounts, staff contracts and a good track record of customer retention. If your MSP is being run informally or too heavily reliant on you as the owner, that's going to limit your options when it comes to selling.

We also touch on the age-old debate about outsourced service desks. Is it a red flag for buyers or a smart operational choice? Ken shares how outsourcing can actually be a strategic advantage if done correctly, particularly in a tight labour market where skilled engineers are hard to find. In his case, the buyer saw the outsourced helpdesk as an opportunity and adopted it post-acquisition, demonstrating that the model itself isn't the issue, it's how efficiently it runs.

Throughout the conversation, we continue to reinforce the concept of owner not needed. If your MSP can't function without you, it's not a business. It's a job. And buyers don't want to buy your job. They want a systemised, well-governed, and self-sustaining business. So whether you're working five days a week in the weeds or you've managed to reduce your time to just one day a week, the goal is to build a business that can stand on its own two feet.

Ken also shares his thoughts on selecting the right buyer, and why it's not always about choosing the highest bidder. Culture fit matters, especially if there's an earnout or deferred payment involved. If the acquiring company doesn't align with your values or runs the business poorly post-acquisition, it could not only damage your legacy but also impact your final payout. We talk openly about deal structures, what buyers are looking for, and the importance of preparation, patience and compromise. Selling an MSP is not a six-week sprint. It's a strategic process that requires you to get your house in order and present a credible, investable business.

To round off the show, Ken gives us a glimpse into the MSP M&A training course he's delivering with Mark Copeman, which goes into even more detail than we could cover in this three-part series. There's also mention of an upcoming confidential matchmaking service for buyers and sellers, which is being developed as part of their wider initiative to support MSPs through this complex journey.

So, if you're an MSP owner who is thinking about selling in the next year or two, or even if you're just curious about what your exit could look like, this episode is essential listening. Get ready to take notes, challenge your assumptions and most importantly, take action. M&A is a serious step, but with the right preparation and support, it can be one of the most rewarding chapters in your business journey.

This is the second of three episodes in our M&A Mastery series with Ken Roulston, so if you haven't already, make sure you catch part one where we lay the groundwork and share Ken's incredible story. And next week, we'll be diving into the buying process to wrap up the trilogy with even more insights on what's happening in the M&A world for MSPs.

Connect with Ken Roulston on his LinkedIn HERE and learn more about his MSP M&A through their website HERE

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

To help guide us through it all, I'm joined by someone who's been there, done it, and got the multiple to prove it, the brilliant Ken Roulston.

Now, if you haven't come across Ken before, he's a bit of a legend in the IT channel. He started his MSP from scratch in 2009 and grew it through six strategic acquisitions before selling it in 2023. What I love about Ken is he doesn't just talk about theory, he's lived the journey – from finding the right businesses to buy, navigating the risks, right through to a successful exit. And in this first episode, we're going right back to the beginning and laying the foundations for M&A success.

Ken shares openly about how he got started, including the bold decision to buy his first MSP right in the middle of the 2009 financial crisis. He explains why he chose acquisition over building from the ground up, how he structured the deal, and the mindset he used to keep pushing forward. For anyone who thinks M&A is only for massive corporates or private equity firms, Ken's story is a real eye-opener.

We explore the idea that, like it or not, every MSP will exit one day. Whether it's a full sale, a team takeover or an acquisition, at some point you'll need a plan. Ken talks about the importance of working backwards from your personal goals, being clear on what you want, and starting early to put your business in the right shape. This episode is full of reminders that waiting too long or not preparing properly can seriously limit your options, and your valuation.

We then shift the conversation to the key metrics MSP owners need to focus on if they want to be seen as a valuable business in the M&A world. Ken Roulston highlights two that are non-negotiable. First, at least 70 percent of your revenue needs to come from recurring income. And second, at least 50 percent of that should be labour-based services like support. It's not enough to be shifting licences. Buyers want to see strong service contracts and retained relationships.

We also talk about profitability. To be taken seriously in M&A, you should be aiming for at least 15 percent EBITDA. Anything under 10 percent means your business probably needs tightening up. Once you hit that 250k profit mark, that's when you start to attract attention from mid-market buyers. Ken breaks this down beautifully and explains how multiples work, what they mean, and how you can use them to your advantage through something called EBITDA arbitrage which is buying smaller MSPs at a lower multiple and rolling them into a more valuable group.

What stood out to me most in this conversation was Ken's reminder that integration is the hard bit. Buying is easy. But unless you integrate the new business properly, especially around people and culture, you can lose momentum fast. This is why so many M&A deals fall down after the initial excitement fades. Culture, values and leadership all matter just as much as systems and numbers.

Finally, we introduce the new MSP M&A platform that Ken Roulston has created with Mark Copeman. It's packed full of tools, training and resources to help MSP owners confidently navigate their M&A journey, whether they're buying or selling. It's aligned with everything we believe in at The Growth Hub, clear structure, expert guidance and real-world support.

So, if M&A has been on your mind or even if you just want to get your MSP into a stronger, more scalable position, this episode is the perfect place to start. And make sure you stay tuned for the next two parts in this M&A Mastery series. Next week we'll be diving into the selling process, then wrapping up in part three with how to approach buying successfully.

Connect with Ken Roulston on his LinkedIn HERE and learn more about his MSP M&A through their website HERE.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

We kicked off with a discussion on how the past 12 months have felt for MSPs, and Greg was quick to point out the odd paradox we're facing. Despite global uncertainty, economic pressures, and geopolitical challenges, the MSP space is actually buoyant. Kaseya itself is growing significantly, and since around 98% of its revenue comes through MSPs, that tells us a lot about the health of the IT channel as a whole. However, while the numbers look good, the reality on the ground isn't all rosy. Some MSPs are struggling with client churn, budget cuts, and shifting customer expectations. Greg stressed that agility is the superpower in today's climate. Those MSPs who are able to pivot their message, adapt their offer, and align more closely with the behaviours and values of growth-focused clients are the ones staying ahead.

What really struck a chord was the shift away from the technical 'what' of IT and towards the business 'why'. Greg made it crystal clear that MSPs today need to go beyond just fixing stuff and start solving real business problems. The IT channel is evolving fast, and it's not enough to simply respond to requests. Clients, particularly those who are scaling and innovating, want MSPs who bring ideas to the table. They want advisors who understand compliance, business process improvement, automation, and yes, even a bit of AI and machine learning where it makes sense. The standout point? Clients are now leaving MSPs not due to bad service, but because their current provider isn't offering the services, tools, or strategic thinking that they actually need to move forward. That's a wake-up call for all of us in the IT channel.

We also talked about identifying the right clients. Not just by size or sector, but by mindset. Are they members of a professional body? Do they work with a business coach? Are they investing in growth? Or are they protecting a lifestyle? If it's the latter, they may not be the right fit for an MSP wanting to scale. Understanding client behaviour, not just industry type, is a big step forward in smart prospecting.

Another major thread that came up was the rise of co-managed IT and the impact of enterprise trends on the SME market. Greg explained that what happens at enterprise level today hits the SME space about 12 to 18 months later. Right now, we're seeing more demand for compliance as a service, and the margins are strong – around 70% in some cases. The opportunity for MSPs to step into this space, particularly with business-grade solutions that simplify and automate, is huge. It's not about flogging more tech. It's about empowering clients to run smarter businesses. That's what's going to keep you relevant in the IT channel in 2025 and beyond.

Greg also talked about how younger business leaders are coming through with entirely different expectations. They're digital natives, want slicker experiences, and have no patience for clunky processes. They expect their MSP to operate like the apps and services they use every day. If you're not adapting to that, you'll get left behind. That includes offering flexible communication methods, making contracting simple, and thinking about how you serve clients from their point of view, not yours.

One of my favourite parts of the chat was when Greg spoke about the importance of getting out of your comfort zone. That means attending your client's industry events, not just IT shows. You've got to understand what's going on in their world if you want to be more than a tech vendor. Greg's example of "RoofCon" raised a chuckle, but the principle is serious – when you speak your client's language, you earn their trust.

We wrapped up with a look ahead, and while Greg couldn't spill the beans on all of Kaseya's upcoming announcements, it's clear there's a lot of innovation on the horizon. But the real excitement came when he talked about the rise in peer groups. Seeing MSPs come together, share knowledge, and improve not just their businesses but their lives – that's what it's all about. It's a reminder that no MSP is perfect. There's always someone ahead of you and always someone behind. So reach out, get help, and keep evolving.

The IT channel is changing rapidly. If you're an MSP owner and you're still just selling IT support, you're going to get overtaken. But if you pivot, listen to what your clients actually need, and start focusing on business outcomes, there's a massive opportunity waiting for you.

Connect with Greg Jones on LinkedIn and see what he's up to by clicking HERE.

Make sure to check out our Ultimate MSP Growth Guide HERE, and remember that the help is out there. You just have to go get it.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

Now before you switch off thinking budgeting is just about spreadsheets and cutting back on your coffee spend, think again. Clare Elliott walks us through why budgeting, forecasting and cashflow management are the backbone of every high-performing, profitable MSP. It's not about being an accountant. It's about stepping into your CEO role and giving yourself the tools to make better, faster decisions with confidence.

Too often MSPs fall into the trap of looking at what's in the bank and thinking that's enough. But as Clare points out, without a proper budget, you're flying blind. You might have cash now, but do you know what's around the corner? Are you really in control of your business or just reacting to it? Budgeting allows you to reverse engineer your goals, spot the gaps early and drive the right actions. It's confronting at times, yes. But the clarity it gives you is worth its weight in gold.

We talked about why so many business owners avoid budgeting altogether. The answer? It's uncomfortable. It's time consuming. And it forces you to look reality in the eye. But once you do, as I shared from personal experience, it becomes incredibly empowering. Just like mapping out your retirement plan, creating a budget gives you that sense of control and direction. And as Clare Elliott says so well, it's all about having a clear destination and a route to get there.

When it comes to forecasting income, we broke down why simply relying on your monthly direct debits isn't enough. Clare explained how even with recurring revenue, clients leave, services change and prices rise. Without a plan to add new clients or adjust pricing, your business starts moving backwards. So we explored how to break down income forecasting into manageable chunks: from what's already secured, to potential upsell opportunities, to the leads you haven't even generated yet. Clare made a really strong point here. If you're standing still, you're actually going backwards, especially if you're not increasing prices annually.

We also got into the nitty gritty of budgeting for costs. From fixed overheads and vendor costs to salaries and project delivery, Clare Elliott laid out the foundations of building a practical budget. The advice was simple but powerful: start with what you know, build in contingency, and always allow for profit and savings. And if you're not reviewing your projects after delivery, you're probably leaving money on the table. It's not just about quoting right the first time. It's about learning and refining the process with every job.

Another brilliant insight from Clare was how budgeting drives change. Once you know what profit you want at the end of the year, you can work backwards to see what sales are needed and what activity has to happen to get you there. It's not about hoping. It's about planning. The budget becomes the engine room of your business, and it's how you avoid that constant cycle of feast and famine.

We then moved on to how budgeting and forecasting translate into cashflow management. Because let's face it, profit is great, but cash is king. You can be profitable on paper but still run out of money if clients pay late or vendors need paying early. Clare walked us through the importance of understanding timing, building up cash reserves and planning for VAT, PAYE and corporation tax well in advance. No surprises, no panic, just a clear picture of what's coming.

We also covered what a typical finance function looks like as an MSP grows. Clare Elliott shared some cracking advice on when to bring in bookkeepers, management accountants or part-time finance directors, and what to expect at each stage of business maturity. Whether you're turning over half a million or pushing past the seven-figure mark, having the right financial support in place can be a game changer.

We wrapped up with some solid troubleshooting tips for when things go off course. From negotiating with vendors to accelerating debtor collections, Clare gave us a toolkit to lean on in the tough times. But the consistent message throughout was clear: don't bury your head in the sand. Budgeting is not a punishment. It's a plan. And it's the fastest way to create freedom, profit and peace of mind in your MSP.

So if you're ready to stop winging it and start budgeting like a boss, go back and listen again. Build your first forecast. Book some time with your FD or accountant. Or reach out to us and we'll help you figure out what steps to take next. As Clare Elliott so rightly put it, if you're already doing well without a budget, just imagine what you could achieve with one.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

The marketing space for MSPs is full of confusion. Vendors are pushing content that's really just product sales in disguise. Agencies are selling packages that might not suit your niche. And most MSPs we speak to are stuck trying to work out what to say, when to say it and who to say it to. The problem isn't a lack of effort. It's a lack of sequence. That's where this clock comes in.

We begin with step one, which is all about identifying your ideal target market. And not in a vague way. "Professional services" is not enough. You need to be thinking of real businesses with real problems, like accountants in Luton or legal firms in Manchester. When your content speaks directly to them, they'll know straight away that you understand their world. This level of precision is what starts the lead engine working properly.

Once that's in place, step two is to align your message with their language. If you're talking to healthcare businesses, use their words. If you're talking to finance or legal, pay attention to how they describe their challenges. Go deep. Look at their websites. Listen to your existing clients. Match their tone and show them you really understand what they're dealing with.

As we move round the clock, I take you through the importance of creating a valuable middle-of-funnel offer. This is where you offer something that educates rather than sells. A survey, a buyer's guide or an event are all great ways to build trust and demonstrate expertise. You're not pitching. You're positioning. That's how you warm up cold contacts and get people curious about what you do.

Step four is about tracking your prospects down. Where do they hang out? What events do they attend? Are they in niche online groups? Who do you know that knows them? This isn't guesswork. You need a map. Your lead engine needs fuel, and this is where you find it.

Then we talk messaging. If your outreach feels too salesy, people switch off. This is where many MSPs fall flat. You've got to keep it real, human and helpful. Imagine you're talking to someone at a networking event. You wouldn't walk up to them and say "Hi, we sell IT support, do you want to buy some?" You'd ask how things are going, have a chat and see where the conversation goes. That's what this part of the MSP Marketing Clock is all about.

As the clock moves on, we cover connecting with your audience, chatting with them, and nurturing those conversations over time. Email is still one of the most powerful tools at your disposal. The key is to send emails that matter to the reader. Make it about them, not about you. And remember, this is about building relationships. Not rushing to the close.

Towards the end of the clock, we shift into demonstrating your expertise and aligning your solution with their business needs. This is where you show them how your service solves real problems. Not just technical ones, but business ones. Slow file transfers. Security risks. Compliance issues. You don't have to lead with a brand or a product. You just need to clearly show how life gets better with the right technology in place.

We wrap up with step eleven, which is all about overcoming objections and making sure your offer is rock solid. Then finally, we close and onboard. This bit really matters. Overdeliver on your promise. Make your new client feel like they made the right decision. And make sure your operations team is aligned with the same energy and clarity that won the deal in the first place.

The MSP Marketing Clock is a practical way to move from random marketing activity to a structured, scalable lead engine. It's designed to help you stay consistent, stay patient and stop second-guessing your next move. If you're trying to build a marketing process that works for your MSP, share this episode with your team. And if you'd like help putting it into action, just drop me a message or book a chat through the website.

Let's get your lead engine ticking. One step at a time.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

This one's inspired by a comment we heard recently at one of our events: "Don't let the diamonds in your business go." It struck a chord. And it got us talking about what it really takes to stop losing your best people and start building a leadership team who can genuinely help you grow – not just fix tickets or manage a few tasks. If you're an MSP owner stuck in the day-to-day firefight, unsure how to build the team around you, this one's for you.

Julie shares the mindset shift business owners need to make to move from doing everything themselves to letting go with confidence. As we've seen with dozens of MSPs we work with, the problem isn't always about having the wrong people – it's not knowing what to look for. Just because someone's a brilliant tech doesn't mean they're going to be a great leader. And just because someone's quiet doesn't mean they're not sitting on massive potential.

So in this conversation, we break down how to identify the early signs of leadership. Are they stepping up, taking responsibility, asking the right questions? Are they front-seat passengers helping you drive the business forward, or are they stuck in the boot, just along for the ride? (Yes, there's a car analogy. Possibly too many. But it works.) The real skill here is learning to spot the behaviours of a leader – not just waiting until they've got the title.

Julie explains how our Future Leaders Programme came about and why it's critical for growing MSPs to invest in their rising stars before they're ready. Because if you wait until you "need" a leader, it's already too late. They've either left… or burnt out. The good news is, the capability can be trained – but the values, the mindset, the hunger to take the reins – those are the signs we're looking for.

We also talk through how to create the space for your leaders to grow. Giving them small projects, secondments, or specific responsibilities lets you test their ability to step up – without committing them to a role they're not quite ready for. And it gives them a chance to see themselves differently too. Leadership doesn't always mean direct reports or fancy titles. It's about how they show up, how they influence others, and how they behave when nobody's looking.

And this is key: if you're building your MSP around your own decision-making, you're the bottleneck. You can't scale if you're the only one driving the car. You need thinkers, not just doers. People who understand your vision and care enough to carry it forward – even when you're not in the room. Which is exactly what we're developing through our Future Leaders Programme.

As we wrap up, we summarise the three key actions you can take right now as an MSP business owner. First, ask yourself: is the elastic band of communication in your team starting to stretch too far? Are you losing grip on who's doing what, and why? That's your cue. Second, start to look at your people differently. Who's trying to drive? Who's giving you energy? Who wants to help take your MSP where it's going? And third, be brave enough to invest in the people you believe in. Because if you don't grow them – someone else will.

Massive thanks again to Julie for bringing clarity, humour, and a grounded approach to what can be a tricky conversation. There's no silver bullet here, but there is a system – and we've seen it work. It's time to stop flying solo. Build your team, find your future leaders, and start creating a business that works without you having to do everything.

Ready to see how it works? Learn more about the Future Leaders Programme and how we help MSPs build confident, capable leadership teams by visiting www.themspgrowthhub.com.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

Over the years, through coaching hundreds of MSPs, one recurring pattern shows up time and again: business owners who've built something great but are now the single point of failure. You're the one the team turns to for answers. You're the one the clients call on a Saturday morning. You're the one holding everything together, and that, my friend, is both the blessing and the curse of being a committed leader. But if we don't break that cycle, we burn out, stagnate, or worse, we limit the growth of the very business we've worked so hard to build.

In this episode, I tackle the fears and frustrations head-on. The fear of losing control. The worry that standards will slip if you delegate. The concern that clients will walk away if it's not you they're dealing with. And the unspoken one is what the hell will you do with your time if you're not fixing tickets, answering questions, or juggling 30 spinning plates at once? I get it. I've been there. And I work with clients every day who are going through this same transition.

But what if the real growth came not from doing more, but from doing less? What if leading meant choosing what to focus on, freeing up your calendar, and creating the space to think strategically? Because here's the truth, while you're stuck fixing, you cannot lead. While you're stuck being the bottleneck, your business can't move forward.

I talk about how important it is to find your "thousand pound tasks" which is the strategic work only you, the business owner, can and should be doing. It's not about abdicating responsibility, it's about putting systems, people and processes in place so you can finally step up and lead like the business needs you to. Whether it's building your leadership team, documenting your SOPs, or creating a clear cascade from vision to daily tasks, everything starts with making time. And that's exactly what this episode is all about.

I walk you through five practical steps that you can start using straight away to stop being the bottleneck and start leading with confidence. These include planning your week every Friday with clarity and purpose, blocking out your 10% strategic thinking time, and getting that one hairy task done each week that you've been avoiding. I cover how to better utilise your PSA and tech stack (without just stack-fiddling endlessly), and I encourage you to build accountability by joining a peer group or finding a buddy. Finally, I talk about hiring future leaders, not just doers, the kind of team members who lift you up, drive progress and free you to lead.

This episode also tackles the reality of burnout. I've seen it first-hand where MSP owners who haven't had a proper holiday in over a decade. That's not success. That's survival. And it's not sustainable. When you're permanently in the thick of it, there's no space to think, no time to innovate, and no energy left for the people who matter most at home. It's why so many owners end up resenting their businesses – not because they don't care, but because the business has become dependent on them in all the wrong ways.

I also share the importance of building value into your business. If you're thinking about exiting one day, whether that's in 3 years or 13, you'll want to create something that works without you. Buyers don't want bottlenecks. They want SOPs, leadership teams, and a well-oiled machine. That only happens when you start leading properly today.

So if you're ready to stop being the bottleneck in your MSP and start leading your team, your clients and your future with clarity and confidence, then this episode is for you. Take the five steps I share, start small, and make them stick. Because when you stop fixing and start leading, the doors really do blow off.

If you're serious about getting this right, make sure you grab the free Ultimate MSP Growth Guide – it's packed with tools and comparisons to help you decide what support you need, when you need it, and how to get the results you're after.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

We had an honest and practical discussion about the current broken state of recruitment and how the smart use of AI is giving MSPs a genuine edge in finding the right people — not just the most available ones.

We kicked off with a bit of fun, noting how just using the term 'AI' in the title gets everyone's attention! But in all seriousness, the technology is no gimmick. As Dean Watmough explained, AI is now playing a pivotal role in helping MSPs find talent faster and more accurately — when used properly. Dean pointed out that AI, when applied with good data and human insight, can help MSPs avoid the chaos of sifting through hundreds of irrelevant CVs, saving a huge amount of time, effort and cost.

Dean Watmough shared a brilliant reminder that the traditional CV and interview process is hopelessly outdated. With only 14% of CVs accurately predicting job performance, it's no wonder that recruitment often feels like an expensive game of chance. He highlighted how easy-apply job boards, and bullet-point job descriptions create a flood of unsuitable candidates, overwhelming MSP owners and leading to poor hiring decisions. Dean and I agreed that MSPs aren't just selling tech to their clients; they're selling the experience, knowledge, and attitude of their people. That's why getting recruitment right is so critical.

The conversation then took an exciting turn as we got stuck into how AI is changing the game. Dean Watmough explained that by integrating AI into the recruitment process, and combining it with human intelligence, MSPs can better assess not just technical skills but, more importantly, cultural fit, attitude and values alignment. Through skills assessments, culture tests, behavioural profiling, and smart data gathering — all analysed with AI — you can now really understand the whole person, not just the surface CV. Dean stressed that you still need that gut feel, but AI gives you the confidence and data to back up your instincts.

One big takeaway was the importance of slowing down the hiring process at the start. Rather than throwing out a job advert and hoping for the best, Dean Watmough emphasised the value of defining exactly what you want: who your ideal candidate is, the three most important things they must do daily, and what type of behaviours and values match your company. Then, and only then, should you engage candidates. Put hurdles in the way: screening questions, shortlisting exercises, even short video intros, to make it harder for the wrong people to apply and easier for the right ones to stand out. AI can then filter and assess these candidates with incredible accuracy based on the right data.

We also tackled the myth that technical skills alone are enough. As Dean Watmough pointed out, a candidate with transferable skills, high levels of learning agility and the right personality can often outperform someone with a fancy CV but a bad attitude. AI's ability to benchmark candidates against your current best-performing team members gives MSPs a secret weapon to spot hidden gems that traditional recruitment would miss.

Towards the end of the episode, we summarised the top three actions that every MSP owner should take right now. First, slow down and think carefully about who you actually need. Second, identify the three daily must-do tasks and build your hiring questions around them. Third, and perhaps most importantly, stop chasing volume and start chasing quality. Make it hard to apply and ensure every candidate entering your funnel is serious about the opportunity.

Dean Watmough and I wrapped up by agreeing that recruitment is just marketing with people. It's about being crystal clear on who you want and communicating that clearly, authentically, and confidently. AI isn't a magic wand, but used properly it is a powerful tool to accelerate finding, engaging, and retaining the right talent in your MSP — faster, cheaper, and with better outcomes than ever before.

If you're ready to rethink how you recruit and bring some serious firepower into your hiring process, reach out to Dean Watmough and the team at Humnize by clicking HERE.

Want to go even deeper? These episodes will support and expand on what we've discussed today: 🎥 How to build a high performing technical team…when you don't know where to start by Ian Luckett 🎙️ STOP Attracting the Wrong People to Your MSP with Julie Hutchison & Ian Luckett

Want to see it in action? 👉 Book a 15-minute live demo — you won't have seen anything like it!

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

It's a jam-packed episode where I'm joined by two absolute champions of the channel, Alex Harris and David Maguire, the driving force behind this standout industry event.

Let's be honest – this one's a bit of a shameless plug. But for all the right reasons. The 2025 MSP Show isn't just another exhibition – it's quickly becoming the place where MSP business owners and their teams come together to get inspired, connect with new tech, and actually have a good time doing it. Whether you came along last year or this is your first time hearing about it, this episode breaks down exactly why you need to carve out two days in your diary to be there.

We opened up the conversation reflecting on how the show first came about. David explained that, off the back of 30 years of running the Service Desk & IT Support Show, the team saw an opportunity. MSPs were showing up in droves, but the content and vendors weren't fully speaking their language. So rather than tweak the original format, they launched the MSP Show as a fresh, focused, vendor-neutral event tailored specifically for business owners in the managed services space. What started with 30 vendors and one theatre in 2024 has now doubled in size, with over 90 providers across both shows and two full seminar theatres hosting 24 sessions across the two days.

Alex gave us a behind-the-scenes look at the planning, the thinking behind the content curation, and how every session has been shaped by real feedback from the MSP community. Topics cover everything from AI and cybersecurity to wellbeing, neurodiversity, vendor partnerships, and how to write proposals that win business. What's powerful here is that it's all geared towards helping MSPs build a better, stronger business – with no sales pitches allowed. The content is pure gold for business owners and leadership teams who want to step out of the day-to-day grind and start working on their business.

We talked a lot about the vibe of the event – because it really matters. This isn't a crowded, pushy tech circus. It's open, welcoming and genuinely relaxed. That sense of space and calm made a huge difference last year and allowed people to actually have meaningful conversations with vendors and peers alike. For those bringing team members, it's also a brilliant way to get everyone out of the office, learning, and feeling part of the wider vision for growth. We had clients come last year who brought along key team members and they're still raving about the experience.

Something else I absolutely loved from last year — and I'm glad it's back — is the networking drinks. And yes, it's free. Day one ends with a proper social, where you can unwind and build connections in a casual, no-pressure setting. This year, they're stepping it up with the new Wonder Years lounge – a nostalgic nod to the past with retro games, photo opportunities, and a cracking new food truck experience that honestly might be the best food I've had at Excel.

Alex and David have also introduced some really clever tech upgrades this year, including a Bluetooth-enabled audio system where you can listen to talks through your own headset, meaning no more queuing for those seminar headphones and crystal-clear audio even at the back of a packed room.

And of course, I'll be back on stage again this year kicking off Day Two with our most popular session, "MSP Growth Secrets: Three Keys to Faster Growth." If you're serious about scaling your MSP and want to get the team aligned behind your goals, you're not going to want to miss that one.

To sum it up – The MSP Show 2025 is free to attend, but the value you'll walk away with is priceless. Whether it's your next vendor relationship, a golden nugget from a speaker, or the motivation to take that next leap in your business – it's all waiting there for you. Don't just turn up and wander, come with purpose, plan your visit, and leave inspired.

Ready to join us at the 2025 MSP Show? Don't miss your chance to connect, learn, and grow alongside hundreds of like-minded MSP business owners. It's free to attend, packed with value, and designed to help you build a business that works for you. 👉 Click here to register now and make sure to pop by Stand 865 and say hello – we'd love to see you there.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!