My story

I’ve spent about 25 years in the MSP industry. For fifteen of them I was a director of a UK MSP, and I co-owned it for the last ten. For my first ten years there I ran the service desk badly.

I made every mistake I now help owners fix. When the desk got busy we hired another engineer. When that didn’t work we bought another tool. The desk ran through me, and I couldn’t step away from the day to day. By the end of those ten years we were running about 1,000 reactive hours a month with nine engineers.

If that sounds like your desk, it isn’t because you’re bad at this. Nobody trained me to run a service desk, and nobody trained you either.

Then we stopped patching it. Over five years we took the desk apart and rebuilt it on the TruMethods framework, on process, documentation, standardisation, training and performance management. The technology changed along the way, but it wasn’t what made the difference.

Most of the team changed too, because the team often won’t come with you. Headcount never grew. We kept the same clients, and by the end we needed two engineers instead of nine.

You don’t need new technology or a bigger team to get there. You need the process written down, a desk that sticks to it, and someone holding everyone to the standard.

I now facilitate the TruMethods quarterly peer group meetings. Vectus is how I help other MSP owners build the service centre we built, without the ten years of mistakes first.

I’m usually the last person an owner calls, because what I do isn’t the exciting option. I won’t sell you a miracle man or a new app. I’ll help you take the help desk apart and put it back together as a service centre.

Book your free Help Desk Assessment today

In 45 minutes you’ll know where your desk sits against the others I’ve measured, what I’d fix first and roughly what doing nothing is costing you. Bring whatever numbers you have.

Let’s calm the chaos of your help desk together.