This episode of the Sunny’s Silver Linings podcast features Sunny’s conversation with Katrina Barnes, a prominent leader in the managed service provider (MSP) space. The discussion delved into various aspects of Katrina’s career journey, leadership insights and the evolving landscape of MSPs. In this blog, we’ll summarize the key takeaways from their conversation, touching on Katrina’s career path, leadership lessons, building a unique MSP identity and the future of MSPs.
1. A Journey Unveiled: Katrina’s Career Path
Katrina shared insights into her career journey, emphasizing the diverse experiences that shaped her leadership style. Starting outside of the tech realm, she gained valuable insights through a general management program, pursued an MBA, and later ventured into the tech industry, notably working with Amazon Web Services (AWS). Her unique journey laid the foundation for her current role as the head of an MSP.
2. Leadership Lessons: It’s All About People
Katrina highlighted the importance of having the right individuals in the right roles. From her experience, she advocates the significance of supporting the team, ensuring they feel valued and are in roles where they can thrive. The lesson resonated with the idea that great teams lead to great success.
3. Building a Unique MSP Identity: Customer Service and Tech Focus
Discussing MSP differentiation, Katrina presented two key strategies. Firstly, hyper-focusing on a specific industry or client type allows MSPs to build unique strengths and tailor their services accordingly. Secondly, a strong emphasis on customer service, being proactive rather than reactive, sets an MSP apart. Additionally, staying at the forefront of technological advancements, particularly in artificial intelligence (AI), becomes a crucial differentiator.
4. The Power of IP: Protecting Unique Processes
Both Sunny and Katrina highlighted the often-overlooked value of intellectual property (IP) for MSPs. Katrina shared her experiences of protecting unique processes within her MSP, emphasizing the accessibility and affordability of the process. Sunny talked about the potential financial value that arises from trademarking unique approaches, even those related to culture building.
5. Future Trends in MSPs: The AI Revolution
Looking ahead, Katrina predicts a significant role for AI in the MSP channel. AI, already making an impact, is expected to evolve and refine, presenting opportunities for MSPs to incorporate AI into their services. Additionally, the shift in leadership with individuals having grown up in a tech-savvy environment will reshape MSP-client dynamics, focusing on nuanced discussions about cybersecurity and tech advancements.
Conclusion: Paving the Way Forward for MSPs
The conversation with Katrina Barnes sheds light on the dynamic landscape of MSPs, emphasizing the importance of leadership, differentiation and staying ahead of technological trends. As the industry continues to evolve, MSPs that embrace innovation, prioritize people and navigate the changing expectations of clients will undoubtedly find success in this ever-expanding space.
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.
