If you’ve been in the MSP space long enough, you know that people—not just platforms—are what truly fuel growth. And when I recently sat down with Ainsley Lump, HR leader at Entech, that truth couldn’t have been clearer.
From the first few minutes of our conversation, it was obvious Ainsley wasn’t just talking about HR strategy—she was living it. We both share a deep passion for talent and her insights on the current job market, scalable growth, and culture hit home in a big way.
A Changing Talent Landscape
Just a few years ago, hiring felt like chasing a mirage. It was an employee’s market and securing top talent was tough. But as Ainsley shared, things are shifting. Today, they’re seeing a surge in applicants—and not just any applicants, but those who are eager to return to in-office roles. After years of remote work, many are craving the feeling of connection again. As Ainsley said, “They’re done with the isolation—they want to be part of something.”
That aligns with what I’ve seen too: people are ready to re-engage, reconnect, and recommit. But that only works if we meet them with a clear structure and purpose.
Build Processes That Scale
When I asked Ainsley for one piece of advice for a new MSP business owner, she didn’t hesitate: scalable processes.
Whether it’s recruiting, onboarding, or managing the client experience, repeatable, documented systems are what allow you to grow without chaos. And she’s right. If you don’t build with scale in mind early on, your team will eventually hit a wall—and you’ll feel it in every department.
Culture Starts at the Top
Of course, no process matters if your culture is off. Ainsley emphasized that culture begins with leadership— “Your core values aren’t just a poster on the wall. They need to be clear, communicated, and lived daily.”
That stuck with me.
We often talk about culture like it’s a fuzzy thing, but she broke it down into something practical: Do your leaders know your values? Do they model them? Are your teams trained on how those values show up in decisions?
When your culture is clear, it becomes your best recruiting tool—and your best retention strategy.
Attracting and Keeping Top Talent
One thing Ainsley nailed was the importance of your employer brand. “Before applying for a job, people Google you. They check Glassdoor. They’re looking for alignment.” If your website, job posts, or reviews don’t reflect your actual values and employee experience, you’re going to lose the best candidates before you even meet them.
She also highlighted how benefits—like competitive pay, flexible work options, and robust health coverage—are critical. But it’s not just about perks. It’s about alignment, growth, and purpose. People want to know, “If I give you my best, will I grow here?”
Performance People Want
This next part really struck me: employees want performance standards. They want feedback. They want to grow.
When Entech asked their team what they needed most from HR, the top answer was: clear and consistent performance reviews.
They’re not looking to coast. They’re looking for structure, accountability, and goals they can crush.
At Entech, they hold quarterly conversations—not just about KPIs, but about values, motivation, and capacity. They ask:
- Do you get it?
- Do you want it?
- Do you have the capacity to do it?
That’s how you align individuals with company goals while still treating them like people.
Final Thoughts
My conversation with Ainsley was a refreshing reminder that the best MSPs don’t grow by accident—they grow on purpose.
Here are a few key takeaways from our conversation:
- Scalable systems are non-negotiable.
- Culture isn’t built in HR—it’s modeled by leadership.
- Top talent chooses companies that offer purpose, not just perks.
- Clarity and communication win—every time.
Ainsley’s work at Entech shows what’s possible when you combine strategy with humanity. I’m grateful for the time she shared—and for the leadership she’s modeling in our industry.
If you want to connect with Ainsley, you can reach her at ainsley.lump@entechus.com
