In this episode of Sunny’s Silver Linings, Sunny Kaila, CEO of IT By Design, sat down with Ben Tercha, COO of Omega Systems, to discuss leadership, the managed service provider (MSP) industry and building winning teams. Ben’s journey and insights offer valuable lessons for MSPs and business leaders alike.
A Journey of Growth and Leadership
Ben’s story is one of continuous growth. Starting as the first full-time engineer at Omega Systems in 2005, he has spent nearly two decades climbing the ranks to his current role as COO. His career path reflects the MSP industry’s evolution and the importance of adapting to new challenges. In Ben’s words, the industry has transformed from project-based, reactive services to the fully managed services model we see today. His own career has followed a similar trajectory, transitioning from hands-on engineering roles to management and leadership positions.
The Importance of Relationships and Communication
For Ben, strong relationships—both internally and externally—are key to success. He emphasized that business relationships should never be purely transactional but rather built on trust and mutual understanding. Leaders must regularly engage with their teams and customers, listening and adapting to their needs. “We’re not just technology providers,” Ben notes, “we are customer service providers who happen to focus on technology.”
Clear communication within teams is another crucial factor in building winning teams. Ben shared how Omega Systems has managed its rapid growth by ensuring that new and existing leaders are aligned with the company’s culture and core values. This alignment helps keep everyone “rowing in the same direction,” even as the company integrates new acquisitions.
Be Innovative and Differentiate Your MSP
Ben’s advice for new MSPs is simple: be innovative and find what sets your business apart. As the industry becomes increasingly commoditized, it’s crucial for MSPs to differentiate themselves. Omega Systems has done this by consistently innovating their service offerings. Ben noted that in the past 12 years, Omega has launched 12 new managed service offerings, keeping them ahead of the curve and meeting evolving customer needs.
Building Winning Teams
When it comes to building successful teams, Ben highlighted the importance of aligning teams around a common mission and set of core values. Omega Systems brought together leaders from across its acquisitions to collaboratively define these values, ensuring cultural alignment. This approach has helped the company integrate new teams smoothly and maintain its focus on customer service and excellence.
Conclusion: Focus on Your Customers’ Success
Ben’s parting advice to MSP leaders is to remain in tune with their customers’ needs. Understanding how your customers’ businesses operate and what challenges they face will allow you to offer better solutions and build long-term partnerships. In Ben’s view, successful MSPs are not just technology vendors—they are strategic partners who grow alongside their customers.
By fostering innovation, nurturing relationships and maintaining clear communication, your MSP business can set itself apart in a competitive industry and build teams that drive lasting success.
