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.

Why Interrogation Style Job Interviews are Bad Business for MSPs

If you are having a hard time filling that open position in your MSP, maybe it’s not them. It’s you. You could be sabotaging the growth of your team with an interrogation style of interviewing your candidates.Here at Support Adventure, we match MSPs with the best talent worldwide. The feedback we always receive from candidates who interview with multiple companies is that they preferred the company that seemed less authoritative and uptight.Here are… Continue Reading Why Interrogation Style Job Interviews are Bad Business for MSPs
By Nwando @ Support Adventure, ago

How to Improve Customer Service as an MSP

Customer support is the basis of good business! You can have an amazing product or service and the best technicians that are swiftly getting tickets off the table and still, there will be no guarantee that your clients will be happy nor that you will attract and keep the top-tier customers.Dealing with customers and their issues is stressful. It can create tension in both your clients and your staff, clouding the goal of solving… Continue Reading How to Improve Customer Service as an MSP
By Kristina @ Support Adventure, ago

Technicians in Ring Groups -There’s only so much a person can take!

There’s only so much a person can takeI just left a position at an MSP because I couldn’t handle answering the phone anymore.The MSP was fairly organized and all members of staff were easily approachable. There was this sense that everyone was in it together and willing to help each other.In this founder our founder, Eric, talks about why Technician Worst Group is an MSP Worst PracticeI had watched it grow… Continue Reading Technicians in Ring Groups -There’s only so much a person can take!
By Kristina @ Support Adventure, ago

Connectwise Manage overview for MSPs

When deciding which is the best PSA to use in your MSP, you have to consider ConnectWise Manage, which is arguably one of the most complete tools for running an MSP business on the market. If you’re looking for alternative options to ConnectWise Manage, please check out our ConnectWise Manage Alternatives article.With ConnectWise Manage and its numerous add-ons and integrations, you can log, process, review and report any activity involved in managing a modern MSP… Continue Reading Connectwise Manage overview for MSPs
By Matt @ Support Adventure, ago

Why your MSP shouldn’t rely on technician group chat for escalations

MSPs have utilized group chat for internal communications amongst technicians especially now with the current pandemic. Using group chat serves as a quick means to communicate amongst team members. It has also become a means for technicians to raise escalations, or bring up general difficulties, while working on tickets.Why do MSPs use group chat?The instinct is obvious and the idea is simple. Since all technicians are in the same group, it becomes the… Continue Reading Why your MSP shouldn’t rely on technician group chat for escalations
By Kristina @ Support Adventure, ago

How every-minute time tracking is preventing your MSP from scaling

Staff management is something that is certainly a core of every business. Especially in working with MSPs we’ve come across as a remote MSP staff provider, we encounter some models of management that just do not work for the benefit of the business nor do they benefit their staff members.One of the things that make your staff managing practice worse is 100% every minute tracking. It’s understood that every companies goal is to scale… Continue Reading How every-minute time tracking is preventing your MSP from scaling
By Kristina @ Support Adventure, ago

Why Ring Groups for MSPs are Sabotaging your Business

Having a technician ring group for your MSP is one of the WORST things you can do for your business!We understand why you THINK it’s the best customer service solution, as it has the benefits of:Clients getting instant service.Clients immediately reach an actual human being, which is rare these days! Clients feeling instant stress relief and reassurance speaking to someone.But here’s the catch…It only descends your MSP into Chaos by… Continue Reading Why Ring Groups for MSPs are Sabotaging your Business
By Nwando @ Support Adventure, ago

Why having the best stack won’t save your MSP

MSPs often assume that by simply having industry standard, best of class tools like Autotask, Connectwise and ITGlue, their team will be organized.Nope. They won’t.It’s not about the tools you use, but how you use them.If you prefer consuming content in video format, here is Eric talking about why good tech stacks aren’t enough.We know this all too well at Support Adventure. Having onboarded the most talented engineers for over 30… Continue Reading Why having the best stack won’t save your MSP
By Nwando @ Support Adventure, ago

Hiring Remote IT Support: Best Practices

We’re about to get into our top tips for hiring a remote team.At Support Adventure, the premium global MSP Staffing Company, we have hired over 40 remote staff members who have contributed to our growth, almost all of whom were interviewed and hired online. We understand that the process of hiring remote workers can seem daunting if you’re new to it, so here are our top tips you need to know to have success… Continue Reading Hiring Remote IT Support: Best Practices
By Nwando @ Support Adventure, ago

How to be a Great Remote Boss

Looking for the best ways to be a great remote boss?We have some for you!At Support Adventure, our founder Eric Muth has led a team of 40+ staff members on four continents, all from his laptop, keeping us as the top global MSP staffing company!Here are the ways he is able to do it. 1 – Support the lifestyles of your staffIn order to make a great remote working culture, showing… Continue Reading How to be a Great Remote Boss
By Nwando @ Support Adventure, ago

Best Communication Strategies for Virtual Teams

Want to rid yourself of the time you waste on non-urgent communication with your remote staff, but still be able to digest EVERYTHING that is going on in your company? We’re about to share with you game changing strategies for how to set-up your business to do exactly that. We have achieved this at Support Adventure, even with 40 staff members on four continents. Our founder Eric Muth only has to take an unscheduled phone… Continue Reading Best Communication Strategies for Virtual Teams
By Nwando @ Support Adventure, ago

How to Track Productivity of Remote Employees

How do you know how much work your remote MSP team is doing? One word.Accountability. You can use all the software in the world to track that your remote staff has logged in and are sitting at their computers. But on what basis are you even judging “working?” What metrics and procedures prove to you that your staff is actually doing what is required of them? This is where procedural documentation swoops in to… Continue Reading How to Track Productivity of Remote Employees
By Nwando @ Support Adventure, ago

Dispatchers vs. Service Desk Managers – How Do They Differ? 

What exactly is the difference between a dispatcher and service desk manager, and how do they compare in terms of scaling your MSP and improving your helpdesk?We know a thing or two about these two roles here at Support Adventure, the MSP Staffing Company, as we have worked with over 40 MSPs over the course of 3 years. We have seen the positive results of companies that invest in a dispatcher or service desk… Continue Reading Dispatchers vs. Service Desk Managers – How Do They Differ? 
By Nwando @ Support Adventure, ago

The 7 Laws of MSP Helpdesk Scaling 

Want the secrets to scaling your MSP helpdesk faster?We have laid out below 7 laws of growing your IT services business in a way which gives you more freedom and autonomy over your time and schedule. At Support Adventure, we scaled our business to 40 employees on 4 different continents in 2 years, all while our founder Eric managed his team from picturesque destinations like Thailand, South Africa, Canary Islands and more (you can… Continue Reading The 7 Laws of MSP Helpdesk Scaling 
By Nwando @ Support Adventure, ago

How to Run Your Business from Anywhere!

It’s time to stop running your MSP the old school way with the endless on-site visits and the face-to-face meetings with potential clients who end up just wasting your time.Wouldn’t it be cool if your MSP business allowed you to…Have more free time in your schedule to focus on your other priorities and projects?Delegate tasks you don’t feel like doing to people who are capable and well organized for success?Work from… Continue Reading How to Run Your Business from Anywhere!
By Nwando @ Support Adventure, ago

How to Build Culture in Virtual IT Teams

Don’t let distance fool you into thinking that maintaining a workplace identity for virtual teams is hard.We’re about to share how establishing culture for a remote company greatly keeps your team motivated and invested in the mission. Managing virtual teams with a strong company culture helps attract more ideal employees.Having gained 40 staff members on 4 different continents, our ideology here at Support Adventure, the remote MSP staffing company, centers around career-driven expats, travelers… Continue Reading How to Build Culture in Virtual IT Teams
By Nwando @ Support Adventure, ago

Weekly Zoom Conference Calls: the Key to Remote Team Spirit

Hey there! We’re here to share with you how to easily create productive weekly meetings with your remote team.Zoom conference calls are a not-so secret weapon for managing remote teams.As a company that has 40 staff on 4 different continents, we at Support Adventure know a thing or two about this topic. Having weekly meetings with Zoom has made our business run more seamlessly than ever. Whether you are a company that’s trying… Continue Reading Weekly Zoom Conference Calls: the Key to Remote Team Spirit
By Nwando @ Support Adventure, ago

Our Core Values: What we stand for

Support Adventure is a global remote company that hires diverse set of people from around the world that formed a unique set of values for the organization.Our StoryThe company started with a dream from our founder, Eric. After growing up in Toronto and briefly living in London, he discovered a city called Belgrade in Serbia (South Eastern Europe). He wanted to continue working for London-based IT companies while living in Belgrade.Remote working… Continue Reading Our Core Values: What we stand for
By Tal @ Support Adventure, ago

Why you need a dispatcher to cut the chaos at your MSP

In this video, we analyze how Dispatchers are the key role in solving pain points that MSPs are experiencing while growing.The dispatcher is a role that helps organize the flow of tickets through the help desk.Write to Eric, the founder of Support Adventure, the premium MSP Staffing Company at [email protected]… Continue Reading Why you need a dispatcher to cut the chaos at your MSP
By Tal @ Support Adventure, ago

How to find and train MSP technicians

People are the core of our business and we have spent years perfecting our process to find and hire the best technicians. We currently have a roster of talented technicians spread across the world in Southeast Europe, Southeast Asia, and Latin America. Here is our process to ensure that our clients always get a great hire with Support Adventure, the MSP Staffing Company:1. Locate Great StaffWe locate and identify potential candidates across many… Continue Reading How to find and train MSP technicians
By Tal @ Support Adventure, ago