Is your MSP ready to scale effectively and profitably when lucrative opportunities come by? Hiring the right talent can be challenging, especially during times like the Great Resignation. Budget constraints and pressure to fill positions quickly may lead to rushed hiring, resulting in disruptions rather than growth. However, embracing remote work has enabled MSPs to partner with tech companies offering trained MSP dedicated engineers globally, expanding access to talent, fostering diversity, and ensuring business continuity while saving costs.
Partnering with companies providing trained MSP dedicated engineers globally enables MSPs to overcome hiring challenges and scale effectively. Embracing remote work facilitates access to a diverse talent pool, ensuring business continuity and cost savings.
In this blog, we will explore the benefits of staffing MSP dedicated engineers to make your MSP scalable and ready with the required talent handle any big revenue-generating client.
5 Staffing Advantages MSP Dedicated Engineers Provide
Here are 5 major benefits of hiring MSP-ready engineers:
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Access to a larger talent pool
Small MSPs often lack HR resources. Only a few have a full-time talent recruiter. Even if they partner, they continue to face fierce recruitment competition from large technology corporations. Plus, it’s not enough to have a readily available pool of tech talent that meets your criteria, such as level of education and years of experience. Every hire should also have a robust set of tech expertise and the appropriate soft skills. They should be trained in MSP tools, such as PSAs, RMMs, cloud, cybersecurity, and backup technologies and processes. At IT By Design, each engineer on our bench is trained in a 60-day “MSP Way” boot camp to learn channel tools and processes.
Transitioning from a local or national talent pool to a global one should be a key strategy in your MSP growth plan. This way, you get access to a wider tech talent with the skills necessary to keep up with an incredibly dynamic business landscape such as Managed IT. As long as the cross-border tech talent understands the managed services business model and your MSP’s unique approach to customer service, you can minimize the cost of extensively training them on ticket lifecycles, dispatch, time entries, escalation workflows, SLA management, email etiquette and customer service.
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A new approach to business continuity
No matter how prepared your MSP is for tech failures or natural disasters, having team members across borders can provide an additional layer of business continuity for both your MSP and your customers. MSP dedicated engineers hired locally can only monitor critical servers and applications between typical 9-5, Monday-Friday hours. Often, they don’t have the bandwidth to extend their support past this time window.
Downtime and lack of response can irritate your customers when an outage occurs during off-hours and isn’t identified, acknowledged, or resolved until the next morning. Having a team member who can seamlessly pick up where your day-shift service desk leaves off provides better business continuity and customer service. At IT By Design, we recently expanded our bench in the Philippines to further our reach and take advantage of the nation’s high-quality English language skills.
Remote dedicated global teams of MSP dedicated engineers who work across time zones worldwide are available for more hours throughout the day. They can respond to customers more promptly than teams working under local time zones. This is particularly important if you have a global customer base.
A 24×7 approach to business continuity can also ultimately help retain your workforce as it contributes to a better work-life balance. With this, in-house talent is less likely to become overwhelmed with after-hours support or tight project deadlines that push them to work beyond their shift hours, negatively impacting employee satisfaction.
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Profitability of Cash Confidence
Staffing the right MSP dedicated engineers can greatly enhance your MSP’s profitability and cash confidence by reducing labor costs and improving margins. With remote team members, you can eliminate expenses associated with traditional recruitment methods, such as online advertisements and posting vacancies.
Furthermore, leveraging a Master MSP for your NOC and tech talent needs can lead to increased profitability. Service leadership benchmarking reports consistently show that MSPs utilizing Master MSP services are more profitable. By partnering with a Master MSP, like IT By Design you can access a pool of trained and skilled MSP dedicated engineers without the overhead costs of hiring and training in-house staff. This not only reduces labor expenses but also enhances operational efficiency, as we often provide comprehensive support and streamlined processes.
Overall, by reducing labor costs and improving operational efficiency through strategic staffing decisions and partnerships with us, your MSP can achieve greater profitability and cash confidence. With lower overhead expenses and access to a talented workforce, you can optimize your margins and EBITDA, ensuring long-term financial stability and success.
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Increased innovation and improved productivity
Innovation stems from the ability to approach an issue and find solutions from different perspectives. When you have a team of people with different skills and cultural backgrounds, you are more likely to get new ideas. This approach can enhance creativity in customer management and drive innovation in usual service delivery. When multiple voices and personalities come together, you get a fresh perspective on the task at hand. This can increase productivity and strengthen your competitive advantage as an MSP.
Research shows that up to 31% of HR professionals consider productivity to be one of the top benefits of global teams working in various time zones. International teams are less likely to report having problems than teams from a single geographical location. They tend to be highly collaborative across borders, with fewer problems reported.
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Business expansion in new markets
A primary motive for MSPs to go global is to gain access to new sources of revenue. Domestic MSPs are often overwhelmed by economic shifts in the local market. By taking your business globally, you gain access to a much larger customer base. There are even more opportunities to increase your revenues from new customers even if you have saturated your markets domestically. Hiring globally is the next step in successful growth overseas without losing a competitive edge against global MSPs. With the entire world now a potential marketplace, hiring local staff can lead to cultural insight and understanding of consumer behaviors regarding your MSP’s business standards.
A global workforce can enable your MSP not only to reach new customers but give you resources to better communicate with the audience in any market. Expansion into different countries (such as European ones) means you’re gaining the possibility of bilingual workers – a competitive advantage for supporting local and international clients.
Bonus Benefit: Diversity as a differentiator
Diversity in your workforce brings valuable perspectives and backgrounds to your MSP, fostering innovation and better decision-making. According to McKinsey & company, racially diverse teams have a 35% higher chance of achieving above-average financial returns. By expanding your talent search beyond local boundaries, you can enhance diversity and avoid group thinking, leading to greater creativity and innovation within your team.
Furthermore, a diverse workforce improves employee morale and engagement, leading to better outcomes. Millennials prioritize diversity and inclusion in their job searches and are more likely to stay with companies that embrace these values. Additionally, a diverse team enhances your MSP’s appeal to both job seekers and customers, further driving business success.
If you’re a growing MSP business, you may one day suddenly realize that you need more resources to scale and deliver on your customer promise. If you need an extra hands-on deck, one option to explore is partnering with a service provider such as IT By Design, who can help you scale your MSP to a global level. If executed properly, globalization can bring your MSP many benefits, including a diverse workforce, extra resources for business continuity, and cost-efficiency.
Talk to us today to know more about the staffing of the right candidate for your MSP and save yourself from the great regret of hiring the wrong individual.
