Why Is My Service Desk On Fire?: Building an MSP Service Desk with Data, Process & Heart

Why Your MSP Should Hire Bartenders Before IT Pros

Jack Lincourt's MSP help desk handles 85% of tickets with technicians who'd never touched IT three months earlier. He'd rather hire a Dunkin' Donuts drive-through veteran than an experienced MSP tech — and he has the numbers to prove it works. In this episode of How to MSP, Andrew Moore talks with Jack Lincourt, VP of Service Delivery at Microtime Computers, about the hiring assessments, ConnectWise template library, and certification compensation model that built one of the most disciplined help desk operations in the MSP industry. Jack also explains why he won't hire from other MSPs, why he reviewed 5,000 historical tickets by hand, and why he hasn't yet adopted AI tools — even with vendor pressure to do so. What you'll learn: •       Why customer service skills and chaos tolerance beat IT credentials when hiring a help desk technician •       How Microtime gets new hires to 85% ticket coverage and on-call rotation in 3–4 months •       The certification bonus model that turns a $38,000 starting hire into a $70,000 tech in 3 years •       How Jack reviewed 5,000 historical tickets to build a template library that runs the help desk •       Why slow tool adoption (Rewst, Cyft) is the right pace for a process-driven MSP — and why AI shouldn't come first Mentioned in this episode: •       The Ideal Team Player by Patrick Lencioni — https://www.goodreads.com/book/show/28930640-the-ideal-team-player [https://www.goodreads.com/book/show/28930640-the-ideal-team-player] •       Journey on Spotify — https://open.spotify.com/artist/0rvjqX7ttXeg3mTy8Xscbt [https://open.spotify.com/artist/0rvjqX7ttXeg3mTy8Xscbt] •       Microtime Computers — https://microtime.com/ [https://microtime.com/] •       Rewst (automation for MSPs) — https://rewst.io/ [https://rewst.io/] •       Cyft (AI ticketing for MSP service desks) — https://www.cyft.ai/ [https://www.cyft.ai/] •       Criteria Corp HireSelect (assessments) — https://www.criteriacorp.com/ [https://www.criteriacorp.com/] About the guest: Jack Lincourt is VP of Service Delivery at Microtime Computers, an Andover, Massachusetts–based MSP. He brings 30+ years of experience leading client services, technical support, and operations teams — and has built a help desk with effectively zero turnover. Read the full show notes: https://www.ridgeviewadvisors.com/blog/why-your-msp-should-hire-bartenders-before-it-pros [https://www.ridgeviewadvisors.com/blog/why-your-msp-should-hire-bartenders-before-it-pros] Watch on YouTube: https://youtube.com/@howtomsp [https://youtube.com/@howtomsp] Learn more about Ridgeview Advisors: https://www.ridgeviewadvisors.com/ [https://www.ridgeviewadvisors.com/] Subscribe to How to MSP for weekly conversations on growing, scaling, and exiting your MSP. Key topics: MSP help desk hiring, MSP technician training, ConnectWise templates, MSP certification bonuses, Rewst automation, Cyft AI ticketing, service delivery management, MSP operations. #MSP #ManagedServiceProvider #HelpDesk #ITHiring #ServiceDelivery #MSPOperations 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 [https://www.youtube.com/@HowToMSP]. How to MSP is produced by Ridgeview Advisors [https://www.ridgeviewadvisors.com/] and hosted by Andrew Moore [https://www.linkedin.com/in/andrewpmoore/].

Stop Failing at EOS: Why Your "Chaos OS" is Killing Your MSP Growth

Are you running your business on a "Chaos Operating System"? In this episode of the How to MSP podcast, host Andrew Moore sits down with Larry Garcia, President and founding member of Strety (and former BrightGauge veteran), to discuss the hidden mental "calorie burn" that keeps MSP owners stuck.  Larry breaks down why managing a business in a state of reactive chaos actually takes the same amount of mental energy as running a high-performance accountability framework. They dive deep into the functional shift from traditional org charts to Accountability Charts, the "grace to miss" your initial goals, and Larry’s industry-shaking "hot take" on why the next big movement for MSPs might actually be a return to on-premise servers.  Whether you are struggling with "ride or die" employees who no longer fit or trying to upskill your team for the AI era, this conversation provides the blueprint for moving from accidental management to intentional scale.  "The chaos operating system in your head... is burning the same amount of calories as an accountable framework where you're on task. You're already spending the energy—you might as well spend it on being on task." — Larry Garcia. Questions Answered in This Episode: * Why does "Chaos Mode" burn the same mental energy as a structured system?  * How do you define a role by function instead of the person currently sitting in the seat?  * What is the "Grace to Miss" and why is it vital for your first 90-day goals?  * How will AI shift the requirements for entry-level "busy work" into high-level business intelligence?  * Why are major firms like Basecamp ditching the cloud to save millions on on-premise infrastructure?  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 [https://www.youtube.com/@HowToMSP]. How to MSP is produced by Ridgeview Advisors [https://www.ridgeviewadvisors.com/] and hosted by Andrew Moore [https://www.linkedin.com/in/andrewpmoore/].

The MSP Engine: Aligning Sales & Operations for High-Margin Growth | Feat. Ashton Solutions

What happens when your sales team and operations team are actually on the same page? You get a "dynamic MSP engine" that drives profit, reduces stress, and sets clear boundaries with clients.  "We are clear about telling clients that during onboarding we are going to find the things they don't even know about, so they should expect a remediation project. Make your peace with whatever God you may or may not believe in; it’s happening. Aligning what you sell with what you actually do is the ultimate maturity step for an MSP." In this episode, host Andrew Moore sits down with the leadership team from Ashton Solutions—Travis Grundke, Jim Abbott, and Tom Foley—to pull back the curtain on how they’ve aligned their organization for over two decades. From the "6-week onboarding rule" to the art of saying "no" to bad business, this conversation is a masterclass in MSP maturity.  Key takeaways from this episode include: * The Power of Expectations: Why you must tell prospects about remediation projects before they sign the contract.  * Process vs. Magic: How to transition from owner-led selling to a scalable, process-driven sales engine using the EOS framework.  * The Actuarial MSP: Viewing your contracts through the lens of risk management and profitability.  * The "Spider Sense": How to identify "red flag" clients before they ever touch your service desk.  * The Future of AI: Moving past the hype to find real-world business outcomes for your clients.  Stick around for the "Final Five" questions to hear about the most legendary (and slightly terrifying) hiring horror story in MSP history.  Show Notes:  https://www.ridgeviewadvisors.com/blog/aligning-sales-and-operations-in-your-msp [https://www.ridgeviewadvisors.com/blog/aligning-sales-and-operations-in-your-msp] 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 [https://www.youtube.com/@HowToMSP]. How to MSP is produced by Ridgeview Advisors [https://www.ridgeviewadvisors.com/] and hosted by Andrew Moore [https://www.linkedin.com/in/andrewpmoore/].

Setting Expectations With Your MSP Clients & Team

CAN YOUR MSP SCALE BEYOND YOU? AVOIDING THE PROCESS TRAP Most MSP owners get stuck at the same ceiling: they are the smartest person in the room, and their "processes" only exist in their heads. When they finally try to document everything, they often create a bureaucratic monster that kills creativity and slows down service delivery. In this episode of How to MSP, Andrew Moore and Connor Fagan (Renada) break down the high-level operational strategy required to move from a "hero-based" business to a repeatable machine. We discuss the "Ambiguity Trap," the dangers of over-engineering tools like Halo PSA, and why your senior engineers might actually be the biggest bottleneck in your helpdesk.  Blurb:   "Everything I do is: how simple can we make it? I'm obsessed with simplicity in everything I do in my entire life. Because as soon as it's really simple and repeatable, it gets done way more accurately." — Connor Fagan What You’ll Get Out of This Episode: * The Ambiguity Trap: Why technical failures are usually management failures in disguise—learn how to look inward to find the root cause. * Process vs. Outcomes: How to give your team "Commander's Intent" so they can solve problems autonomously instead of just clicking buttons in a workflow. * The 60% Rule for Growth: Why accepting "good enough" from an autonomous employee is the only way to eventually get 100% results without you doing the work. * Solving the Sales-to-Ops Handover: A simple framework to move the "laptop quote bottleneck" away from your high-cost technicians. * AI Reality Check: Why AI is currently better at "party tricks" than actual MSP logic, and why you should probably use a script instead. Ling to Show Notes [https://www.ridgeviewadvisors.com/blog/setting-expectations-with-your-msp-clients-connor-fagan] 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 [https://www.youtube.com/@HowToMSP]. How to MSP is produced by Ridgeview Advisors [https://www.ridgeviewadvisors.com/] and hosted by Andrew Moore [https://www.linkedin.com/in/andrewpmoore/].

MSP Valuation Secrets: How to Maximize EBITDA Multiples for Your Exit

Are you building a business or just a job? In this episode, Andrew Moore sits down with Reed Warren, President and CEO of IT Valuations, to pull back the curtain on what actually drives the market value of a Managed Service Provider. With over 30 years of experience and 700+ clients, Reed explains why your valuation is the most critical metric for directing your business investments.  Whether you are planning an exit in the next three years or want to build a more resilient, profitable MSP that can weather any market downturn, this conversation provides the financial roadmap you need. In this episode: What is a Multiple?: Understand how EBITDA and revenue multiples are used for comparative analysis in the MSP space. The Rule of 40: Learn how to balance growth and profitability to achieve an operationally efficient organization. Driving High Valuation: Discover the 26 risk factors, including contract length and customer churn, that impact your transaction value. Revenue Mix Strategies: Why maintaining 65% to 70% recurring revenue is the "sweet spot" for maximizing both EBITDA and multiples. M&A Readiness & Due Diligence: Practical advice on "corporate hygiene," including assignability in contracts and resolving hidden liens before you go to market. Owner Dependency: How to delegate effectively so your business can thrive without you, making it more attractive to investors Show Notes:   https://www.ridgeviewadvisors.com/blog/msp-valuation-secrets-how-to-maximize-ebitda-multiples-for-your-exit 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 [https://www.youtube.com/@HowToMSP]. How to MSP is produced by Ridgeview Advisors [https://www.ridgeviewadvisors.com/] and hosted by Andrew Moore [https://www.linkedin.com/in/andrewpmoore/].