The Tech Leader Network Ltd

I'm sure you've heard of the phrase "People, Process, Technology", right? Well, I'm convinced it is missing two very important elements. In last week's Insight I cover what they are and what happens when you don't get the balance right for your MSP. So go on, make your favourite brew, get comfy and take 10 minutes to read this insight: https://lnkd.in/eBFQV6rc

Over the past year, I've delved into the core pillars that drive MSP improvement. One crucial insight? Success isn't solely about People, Process, and Technology... Want to know what's missing? ____________________________________________________________________ 👋 I'm Michelle, on a mission to transform MSP service delivery ⭐ Forever Supporter of The Air Ambulance Service 💥 If you’re thinking “that was just 1% of the questions, what’s the other 99%?”, drop me a DM and let’s talk! _____________________________________________________________________

I've had a number of conversations with MSPs over the past week and there was a recurring theme: Red Flag Customers and how to turn them back to green. So, here's a quick guide for you. _____________________________________________________________________ 👋 I'm Michelle, bringing fresh perspectives to MSP services ⭐ “Your most unhappy customers are your greatest source of learning.” – Bill Gates 🙃 Want help turning your customers frowns upside down? Book a call and we can talk it through: https://lnkd.in/e2rA3HsM _____________________________________________________________________

Well, what an awesome night! I had no idea what to expect when I received the news that I was a finalist for two ITEuropa awards, and as a small business I hadnt experienced this kind of event before. And as always, the MSP and IT communities were so welcoming. It was great to meet some new folks and see some familiar faces. Congratulations to all winners, and thank you to Greg Jones and the Kaseya crew, who allowed me to gatecrash their table - hope you enjoy the wine and apologies for the socks! Now for a nap on the train home…

This months Insights dives into Service Reporting and KPIs. We look at: 📊 Why does Service Reporting matter? 📈 What does a Service Report contain? 💰 Whether financial information is included in a Service Report And, you can also download a copy of my monster spreadsheet of KPIs and measure that I've measured over the years. ☕ So, go and make your favourite brew, get comfy and take a read of our latest Insight: Get to Grips with Service Reporting and KPIs https://lnkd.in/ewx5rh6u

I was thrown a little by a question I was asked recently. I was asked do I work with individuals? Yes. Although I work mainly with MSPs, I also work with individuals from Team Leaders through to COOs. The only criteria is they need to work in IT Support (either for an MSP or as part of an in-house IT team). Why? Because I want to see everyone succeed within the IT space, and often times, they do not get the support from their managers due to their busy workloads/time constraints, etc. Sometimes, you want support that you don't want your manager to know about, or maybe the problem relates to your manager, and don't think you'd get the support you need from them. I coach and mentor service managers to obtains their outcomes, whether it relates to their professional development or personal goals; some people just want to talk through their challenge and get an outsiders point of view, some want accountability and work with me for longer periods. ____________________________________________________________________ 👋 I'm Michelle, I’m on a mission to help 350,000 IT people by the end of 2032 ⭐ “You’re the sum of the give people you spend the most time with” – Jim Rohn 💥 Want to know more? Drop me a DM _____________________________________________________________________  

Who's up for improving their Service Maturity in July? Want to know how you can get a quick starter for 10? Dead easy.... take the Scorecard, answer 10 quick questions and get 10 actions! Trust me, this is no deep dive or audit of your service teams, but it is a fun way to gauge how you are doing. https://lnkd.in/eAztZvmW ____________________________________________________________________ 👋 I'm Michelle, I help MSPs improve their service performance ⭐ Practice makes permanent 💥 DM me for a power hour _____________________________________________________________________

I got asked last week: what's something that you don't see often enough, but can help MSPs stand out. I thought about how feedback fuels improvement and that I am forever banging on the "ask for feedback" drum after every ticket/project/meeting closure. All of those are fab ways of obtaining feedback, but they are also very reactive, so how can you obtain input from customers in a proactive manner? The answer to that would be to establish a customer advisory board to gather valuable insights and feedback for continuous enhancement. Either annually or six-monthly, get your customers in a room and ask what could make your service better.

Major milestone hit! I’d been umming and ahhing about whether I was ready to take on staff, specifically for the SaaS platform (Oprising), particularly as it’s still early doors and in the kick-off phase, but with The Tech Leader Network Ltd keeping me busy, I had to figure out a way to get the ball moving. So, meet Hari… the BA/PM/PMO intern. Hari is an Aston Uni MBA student and this counts for his project work, and I’m particularly lucky as he has previous experience from software development businesses. I’m looking forward to the inroads we make over the next three months!

If you’re coming along to CompTIAs UK&I event in a couple of weeks, and you’re arriving the day before, feel free to come and join us!