MSPs

MSP staffing, management, scaling and other MSP-related articles written by the Support Adventure Team who share decades of experience managing and consulting MSPs. The focus of the blog is helping MSPs of all shapes and sizes around the world with their processes, staffing, and any other areas we feel we can help with to help you improve the quality of your service and the value of your MSP.
Video screening candidates

The 2-Minute Intro Video: Screening MSP Candidates Before You Ever Talk to Them

Screening candidates by video has become one of the sharpest filters MSPs can add to their hiring process. Before a single interview slot gets booked, a two-minute intro video tells you more about a candidate’s communication style, technical fluency, and client-facing presence than a resume ever could. For an industry where remote support techs represent your brand on every call, that early read matters. The idea is simple. Ask candidates to record a short video… Continue Reading The 2-Minute Intro Video: Screening MSP Candidates Before You Ever Talk to Them
By Tal @ Support Adventure, ago
The Future of ITIL

The Future of ITIL: Key Trends in IT Service Management

PeopleCert released ITIL Version 5 on February 12, 2026, following its 2021 acquisition of AXELOS, and about 60% of its content is new or changed from ITIL 4. That gives IT teams and MSPs a real, dated answer to what’s next for ITIL, instead of another set of predictions. Now the job is working out what still applies to your setup and what got replaced. This piece breaks down what shifted between ITIL 4 and… Continue Reading The Future of ITIL: Key Trends in IT Service Management
By Tal @ Support Adventure, ago
how to communicate with your IT team

“Hey, Do You Have a Minute?” Is the Worst Message You Can Send to a Tech

Understanding how to communicate with your IT team can make or break your working relationship with the people who keep your systems running. Most non-technical employees don’t realize that a casual “hey, do you have a minute?” lands very differently in a tech’s inbox than it does anywhere else. That innocent-sounding question interrupts deep, focused work, and rebuilding that focus once it’s broken takes real effort. A developer debugging a tricky issue or an engineer… Continue Reading “Hey, Do You Have a Minute?” Is the Worst Message You Can Send to a Tech
By Tal @ Support Adventure, ago
neurodivergent IT technicians

Why So Many of Your Best MSP Techs Are Neurodivergent

Every high-performing MSP is most likely to have neurodivergent IT technicians among their top performers on the help desk or NOC floor. This is neither a coincidence nor a trend. It reflects something the industry has been slow to name. Autism and ADHD are the two forms of neurodivergence most commonly observed in high-performing IT roles, and each contributes different strengths. Autism tends to bring pattern recognition, systems thinking, comfort with detailed technical work, and… Continue Reading Why So Many of Your Best MSP Techs Are Neurodivergent
By Tal @ Support Adventure, ago
load shedding built resilience

Load Shedding Built Resilience: What MSPs Can Learn From South African Work Ethic 

South African work ethic was forged in fire, through years of rolling blackouts that would have crippled less adaptable businesses. When the lights went out on schedule, sometimes for hours at a stretch, South African companies didn’t wait for the problem to fix itself. They built systems that kept running anyway. That mindset translates directly to the world of managed service providers. Load shedding taught business owners to plan for failure as a certainty, not… Continue Reading Load Shedding Built Resilience: What MSPs Can Learn From South African Work Ethic 
By Tal @ Support Adventure, ago

Power Distance: Why South African Techs Outperform Traditional Outsourcing Destinations

South African techs are quietly outpacing established outsourcing hubs, and the reason has little to do with hourly rates. It comes down to power distance, a concept from cultural psychology that measures how comfortable employees feel challenging authority and speaking up when something looks wrong. In high power distance cultures, junior staff rarely question a manager’s decision, even when they spot a flaw in the plan. This creates outsourcing relationships where problems get executed rather… Continue Reading Power Distance: Why South African Techs Outperform Traditional Outsourcing Destinations
By Tal @ Support Adventure, ago
msp technician discussing kpis

How KPIs Can Destroy or Build Your MSP Team

MSP team KPIs shape more than dashboards and monthly reports. They shape how technicians feel about their jobs, how quickly they solve client problems, and whether your best people stay or walk. Get the metrics right, and your KPIs become a quiet engine behind better service and stronger morale. Get them wrong, and the same numbers turn into a source of burnout, gaming, and quiet resentment. The danger rarely shows up on day one. A… Continue Reading How KPIs Can Destroy or Build Your MSP Team
By Tal @ Support Adventure, ago
chat escalations

Chat Escalation Is the Worst Practice: Why MSPs Need Hybrid Escalation 

Chat escalation sounds efficient on paper, but it often breaks down the moment a technician hits an issue too complex for a text box. This is exactly where MSP hybrid escalation earns its place: it blends chat, phone, and screen share into a single, coherent path instead of forcing every ticket through the same narrow channel. Relying on chat alone creates real friction. Typing out a multi-step diagnostic process wastes time that a quick call… Continue Reading Chat Escalation Is the Worst Practice: Why MSPs Need Hybrid Escalation 
By Tal @ Support Adventure, ago
Dispatcher vs. Service Desk Manager

Dispatcher vs. Service Desk Manager: The Distinction That Changes Everything

Most MSPs treat the dispatcher and the service desk manager as interchangeable titles for the same job. This assumption costs companies more than they realize, because the two roles solve different problems and require different skill sets entirely. A dispatcher routes tickets. They match incoming issues to available technicians based on skill level, workload, and urgency, and they keep the queue moving throughout the day. Their focus stays tactical, ticket by ticket, technician by technician,… Continue Reading Dispatcher vs. Service Desk Manager: The Distinction That Changes Everything
By Tal @ Support Adventure, ago
help desk manager

Why Your Best Technician Shouldn’t Be Your Help Desk Manager

Promoting your best technician to a help desk manager may seem like the obvious move. They know the systems, they fix the hard problems, and the rest of the team respects them. What could go wrong? Quite a lot, as it turns out. The skills that make someone an exceptional technician have almost nothing to do with the skills that make someone an effective manager. Technical mastery is about solving problems independently. Management is about… Continue Reading Why Your Best Technician Shouldn’t Be Your Help Desk Manager
By Tal @ Support Adventure, ago
mining closed tickets

Mining Closed Tickets: The Gold Mine Your MSP Is Ignoring 

Mining closed tickets is among the most underutilized practices in managed service operations. Most MSPs focus their attention on the active queue, but the resolved one carries patterns, billing gaps, and training signals that the active pipeline never surfaces on its own. The average help desk accumulates hundreds of resolved tickets every month. Each one carries metadata, technician notes, resolution steps, and client context that teams rarely revisit. That information does not expire the moment… Continue Reading Mining Closed Tickets: The Gold Mine Your MSP Is Ignoring 
By Tal @ Support Adventure, ago
MSP help desk

Reverse Escalation: The Growth Hack Your MSP Help Desk Is Missing

Your MSP help desk is quietly costing you. Not through bad service, but through missed opportunities hidden inside the tickets your team closes every single day. Most MSPs treat escalation as a one-way street: a junior tech hits a wall, kicks the ticket up the chain, and senior staff takes over. The process ends there. But what if flipping that model on its head could become one of the most effective growth levers in your… Continue Reading Reverse Escalation: The Growth Hack Your MSP Help Desk Is Missing
By Tal @ Support Adventure, ago

Meet Our Best MSP Technicians for June 2026

Hiring great MSP technicians takes time. You need to sort through resumes, screen for real technical ability, check communication skills, assess culture fit, and figure out whether a candidate can actually work inside a fast-moving managed services environment. Support Adventure helps MSPs skip much of that guesswork. Each month, we highlight a selection of vetted IT professionals who have gone through our screening process and are ready to interview with MSPs looking for reliable remote… Continue Reading Meet Our Best MSP Technicians for June 2026
By Tal @ Support Adventure, ago
MSP ticket summary

The 4 Ticket Summary Lines Every MSP Tech Should Use

A good MSP ticket summary line does more work than most techs realize. It sets the tone for every interaction that follows, shapes how fast a ticket gets routed, and often determines whether the client feels heard before anyone picks up the phone. Most techs treat the summary as a quick formality. They type something vague like “email issue” or “computer slow,” move on, and leave the next person guessing. That guessing costs time, and… Continue Reading The 4 Ticket Summary Lines Every MSP Tech Should Use
By Tal @ Support Adventure, ago
Outsource MSP Talent

Outsource MSP Talent in 2026: A Region-by-Region Guide to the Best Countries

Every MSP hiring manager has felt it at some point. You post a role, interview a handful of candidates, and watch your top pick take an offer somewhere else — for a salary you simply cannot match. The talent shortage in managed services is real, and it has pushed more MSPs toward a decision that once felt optional: going global. Knowing how to effectively outsource MSP talent can be the difference between scaling on your… Continue Reading Outsource MSP Talent in 2026: A Region-by-Region Guide to the Best Countries
By Tal @ Support Adventure, ago
Senior MSP Technicians

The Superhero Question: How to Win Over Senior MSP Technicians

Selling to senior MSP technicians is nothing like selling to a procurement manager or a business owner. These are people who have spent years in the weeds — patching systems at 2 a.m., chasing down false positives, and cleaning up messes left by vendors who overpromised and underdelivered. They don’t care about your slide deck. They care whether your tool actually works, whether it plays nicely with their existing stack, and whether it’s going to… Continue Reading The Superhero Question: How to Win Over Senior MSP Technicians
By Tal @ Support Adventure, ago
msp help desk

Why People Pleasers Can Be Dangerous on Your MSP Help Desk

People pleasing might sound like a soft skill, but on an MSP help desk, it can quietly create serious problems. When technicians focus more on keeping users happy than solving issues correctly, service quality starts to slip. You see quick fixes replacing proper solutions, and that never ends well. At first, it looks harmless. A technician says yes to every request, avoids conflict, and keeps conversations smooth. However, this often leads to overpromising, unmet expectations,… Continue Reading Why People Pleasers Can Be Dangerous on Your MSP Help Desk
By Tal @ Support Adventure, ago
MSP industry

MSP Industry Benchmarks in 2026: Statistics and Future Trends

The managed services provider (MSP) is an ever-changing business field. It is changing due to increased demand from businesses seeking help with their IT needs and seeking some form of scalability for their infrastructure. A growing number of businesses are turning to managed service providers (MSPs) to help them manage the complexities of technology, reduce costs, and increase competitiveness. More businesses are turning to MSPs, and in more ways than before – both signs of… Continue Reading MSP Industry Benchmarks in 2026: Statistics and Future Trends
By Tal @ Support Adventure, ago
Trends in Global Talent Acquisition

The Future of MSP Staffing: Trends in Global Talent Acquisition and Management

The conversation around MSP staffing has shifted dramatically in recent years. MSP staffing is not just going global; it is becoming more structured, more specialized, and more dependent on communication systems. For managed service providers, the challenge is no longer simply finding talent at a lower cost. It is building distributed teams that can integrate smoothly, support clients across time zones, and perform consistently in complex service environments. That shift is already changing how MSPs… Continue Reading The Future of MSP Staffing: Trends in Global Talent Acquisition and Management
By Tal @ Support Adventure, ago
remote IT talent

Technology Infrastructure Requirements for Managing Global Remote Teams

Managing global remote teams requires far more than a basic video call platform. Teams need stable connectivity, secure access to company systems, reliable collaboration tools, and centralized data environments that everyone can reach without friction. However, when companies invest in the right technology infrastructure, distance stops being a barrier. Communication becomes smoother, workflows stay organized, and remote employees can collaborate just as effectively as if they were sitting in the same office. Reliable Internet and… Continue Reading Technology Infrastructure Requirements for Managing Global Remote Teams
By Tal @ Support Adventure, ago