It’s the start of a new year and what better way to kick things off than a discussion on the state of the MSP landscape? In this episode, Sean Francis, CEO of Technology Assurance Group, Michael Horny, CEO of Techmentum IT, and Al Alper, CEO of Absolute Logic shared valuable perspectives on the state of the channel and offered invaluable advice for newcomers and established players alike. 

From this episode, you will learn about the most common challenges faced by MSPs today and how you must: 

  • Embrace specialization to tailor solutions to specific client needs, enhancing competitiveness in the MSP landscape. 
  • Prioritize a customer-centric approach to foster long-term relationships and drive business growth. 
  • Leverage emerging technologies like AI and automation to streamline operations and stay ahead of client demands. 
  • Form strategic partnerships to extend service offerings, enhance capabilities, and foster innovation. 
  • Invest in talent, training and data-driven insights while maintaining proactive communication to ensure client satisfaction and business success.  

Embracing Community and Individuality 

One common theme echoed by our experts was the power of community and individuality. Sean emphasized the importance of not feeling isolated in the MSP journey, urging channel peers to tap into available resources and communities for support. Michael emphasized the significance of staying true to one’s motivations and values, steering clear of simply mimicking others’ successes. Meanwhile, Al highlighted the immense value of peer groups, where knowledge sharing, and camaraderie foster growth and resilience. 

Learning from Mistakes and Focusing on Value 

When it comes to lessons learned, our panel stressed the importance of learning from mistakes, both one’s own and those of others. Michael cautioned against getting caught up in the allure of trendy tools, urging MSPs to focus more on proper implementation and delivering tangible value to clients. Similarly, Al underscored the need to avoid the shotgun approach to business, advocating for a strategic focus on client-centric solutions and investing in tools that streamline operations and enhance service quality. 

Cultivating a Strong Company Culture 

Building a thriving company culture emerged as a key differentiator and retention strategy. Sean emphasized the significance of individualized attention and involvement, ensuring team members feel valued and heard. Michael highlighted the importance of treating employees like adults, focusing on results and fostering a sense of shared purpose. Meanwhile, Al emphasized the role of leadership in exemplifying company values and prioritizing employee well-being over short-term gains. 

Navigating Future Challenges 

Looking ahead, our experts identified several looming challenges for MSPs. Al pointed to the growing impact of AI on both client service delivery and internal operations, urging MSPs to embrace innovation rather than resist it. Michael emphasized the critical role of cybersecurity in an increasingly digitized landscape, stressing the need for proactive measures and ongoing education. Sean highlighted the challenge of communicating the value of security and compliance investments to clients, underscoring the importance of transparent communication and demonstrating tangible benefits. 


As the MSP landscape continues to evolve, adaptability, innovation and a client-centric approach will be crucial for success. By embracing community, learning from mistakes, nurturing a strong company culture, and proactively addressing future challenges, MSPs can position themselves as trusted partners in navigating the complexities of the digital age. With insights from industry veterans like Sean, Michael and Al, the journey toward MSP excellence becomes clearer if not easier. 

About Sunny’s Silver Linings Podcast

“Sunny’s Silver Linings” is a top MSP channel podcast hosted by the CEO of IT By Design, Sunny Kaila. Sunny and his guests cover a wide range of MSP- and talent-based topics, including leadership, corporate culture, MSP services, cybersecurity, customer service, talent growth and retention, and strategies to achieve success in the channel. Listen now to take your business to the next level!

You can check out all our episodes here. You can also listen to “Sunny’s Silver Linings” podcast episodes on all the top streaming platforms, including Apple Podcasts, Spotify, Amazon Music, iHeart Radio, etc.

About IT By Design

With more than two decades of experience as a technology services provider—first as an MSP, and then for MSPs—IT By Design (ITBD) helps clients navigate the volatile technical landscape. As the authority on MSP-trained technical talent, it understands the challenges its customers face when recruiting team members. ITBD addresses those issues through many solutions: dedicated staffing, 24x7x365 NOC services, helpdesk solutions, RMM virtual admin, vCIO consulting, security, employee and client engagement software, and professional services. ITBD is headquartered in New Jersey and has facilities in India and the Philippines.

For more content like this, be sure to follow IT By Design on LinkedIn and YouTube, check out our on-demand learning platform, Build IT University, and be sure to register for Build IT LIVE, our 3-day education focused conference, September 9-11, 2024 in Orlando, FL!