MSP Personnel: 6 Useful Tips on Managing them

We all know that your team can make or break your business, but how many companies have a full roster of superstar MSP personnel? Some employees are so incompetent that others wonder why they still have jobs. And even fewer who are so outstanding in every way that their bosses wish they could clone them. How can you ensure you have more of the latter and less of the former? This week, we will look at six proven tips for handling everyday situations in the Managed Service Industry. Enjoy!

When personnel issues ramp up, progress slows.

Anytime there is an MSP personnel issue at a workplace, there is a root cause somewhere that needs uncovering. It is often possible to resolve conflicting issues. But other times, it may be best to let the person go. Occasionally the problem is a disconnect between the person’s expectations for their role and the leader’s expectations in terms of productivity. This gap is where communication proves essential, especially when showing employees how their efforts play into the bigger picture. When inspiration hits a wall, it’s often because individuals no longer feel connected to the outcome.

Look out for conflicts between salespeople and techs.

We’ve seen in the past a fairly-common situation where an MSP salesperson personnel sells a terrific deal, but they had to promise something extra to clinch it. For example, they may have told the prospect everything may be up and running in a week. The salesperson might not be 100 percent sure it's feasible, but they know they aren't the ones who have to deliver on that promise, so they press forward anyway. After all, they got the deal, right? When techs are overworked, disaster is almost inevitable. Techs who get buried in tickets do not take this type of news well. This problem may lead to department-versus-department conflict between your MSP personnel. When that happens, it can spill over into the clients as well. The tension between departments can cast a dark cloud over the entire operation and is evident to partners and clients.

Bad employees could be a sign of poor leadership culture.

Great managers lead by example, but what if their 'example' isn't so stellar? Some leaders might teach techs how to cherry-pick tickets or play with their status, so it looks better in CSAT. When someone is doing a poor job, it can be helpful to consider who trained them and how. Your MSP Personnel may be picking up lazy habits from the trainer. This potential disaster needs to be corrected right away, or you could end up with an entire department of bad employees. If they had received proper training, it could mean that you've hired the wrong person.

Hire for future growth of your MSP Personnel.

Often, businesses hire with the present in mind and don't give the future much thought. No matter how badly you need someone to fill a role immediately, think about the future. If you cannot see the new employee's value nine months down the line, they shouldn’t start working for you tomorrow. It's not enough for them to have the skills you're looking for; they need the talent that can take them beyond next year. This simple shift in mindset can yield much better hires.

Survey your MSP personnel regularly.

Another tip is surveying your team from time to time. Many MSP personnel are surprised by what they find when they ask their leadership team to identify three things the business is not doing very well at any given time. Surveying the team to find strengths and weaknesses is incredibly useful in guiding management decisions. This feedback is something worth doing twice a year for optimum results.

Consider personality as much as skill with your MSP Personnel.

Many times, MSP personnel candidates get a job based on tech skills. The reason for hiring a level 1 tech is that they can check all the boxes on the list of things they must know how to fix. But it's just as important to consider personality. You can accomplish this by asking a few questions during the hiring process that are not directly related to the role they are interviewing to fill. For example, you could ask people to tell you the last thing they got angry about on the job. Expect an answer; after all, everyone gets upset at work from time to time, and that’s going to happen when they work for you as well. Follow up by inquiring how they fixed it. The answer to this can tell you a lot about the candidate. Another question is what the person would fix in their last job if they had the magical power to fix it. This approach is to find out if the candidate has a measure of hindsight. You might ask if the person ever tried to resolve the issue. They may not have had the resources or power, but did they try? When you hire a diverse group of people, even the best teams have room for improvement. Use these tips as a starting point to unleash your staff's potential and achieve success. And for more great tips on running your MSP, register for our next Academy, March 2nd & 3rd. We’ll focus on how you can make 2022 the best you’ve ever had.

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