MSP Coach, James Davis from Sea-Level Operations, and our partners Ryan Spillane from 360 Consulting and Matthew Smart from JEM share some insights on how to build a great MSP team.
Successful MSPs don’t try to do everything in-house. Knowing which functions to outsource — and which to keep internal — allows teams to scale efficiently without burning out staff or inflating costs.
Hiring too fast, hiring the wrong role first, or hiring without clear expectations are common MSP pitfalls. Strong teams are built intentionally, with roles defined by outcomes rather than job titles.
High-performing MSPs are clear on their values and protect them. Culture influences hiring, retention, accountability, and customer experience — and poor cultural fit can undo even the best technical talent.
The most successful MSPs prioritise training and development, even knowing staff may eventually move on. Well-trained people deliver better service, create happier customers, and build a stronger business in the meantime.
There’s no perfect org chart or instant solution. Building a strong MSP team is an ongoing process of learning, refining, and adapting as the business grows and customer needs evolve.
