By now, you have heard all about the benefits of partnering with a third-party NOC and Help Desk. You know that offloading day-to-day tasks frees up your technicians to be more proactive and focus on the big picture. But once you make that move and get to a place where your team no longer needs to work reactively, you need to adjust your organizational structure. It won't happen automatically, it won't happen overnight, but it needs to happen if you want to grow and scale your MSP business.
Some of your employees will naturally embrace taking on more proactive roles within the organization. They will be excited at the notion of helping your clients focus on growing their businesses through the use of technology, rather than just focusing on keeping their systems running.
Still, others will resist the change. They have grown accustomed to a reactive work life and will want to operate in the same manner. That's fine, there will still be positions and career paths that fit this mold. Below is an example of one way that you can structure your organization after partnering with a third-party NOC/Help Desk that will allow your employees to fill both proactive and reactive roles within the organization.
Please note, this structure is not to be taken verbatim and will need to be adjusted depending on the size and maturity of your organization.
Adding a dispatch technician (or whatever you choose to title it) to your organization is crucial to partnering with a third-party NOC/Help Desk. This position works closely with the third-party NOC/Help Desk to handle all escalations and also coordinates with the service delivery team for any on-site or project work requirements. It might be the case that you have something like this in place already, the only difference is they are working with your lower-level, in-house NOC/Help Desk technicians instead of the third-party techs. The lower-level issues are still being taken care of, but now it's going on behind the scenes by the third-party extension of your technical team.
Service Delivery Career Path
These are also roles that likely already exist within your organization. However, if your NOC/Help Desk services are all in-house, these employees can find themselves in a bit of a bind. They're doing their on-site and project work, sure. But they're also responsible for helping to staff your internal NOC/Help Desk. As a result, they don't really ever have the time to focus on the on-site and project work to make sure that it's being done right. When you free up that added time, not only does it allow these employees to do their jobs more completely, it also allows them to take on more clients, which nets you more business.
vCIO/Sales Career Path
For employees that like to be a part of the bigger picture, the vCIO and sales career paths can help keep them within the organization rather than losing them to another company. For many of you, the responsibilities that should fall on the vCIO land on your shoulders. The problem with that is, if you are working on helping improve a client's business, you have less time to spend working on improving your business. Creating this career path for the technical members of your team not only adds depth to your organization, but eventually it's going to free up your time and allow you to focus on growing your business.
Of course, you can't just take a technician and throw them into the vCIO position. You need to make sure they have the necessary experience in this area. The Q/A Analysis, Sales Engineer and even Onboarding positions should allow your technical staff members to re-align their career path with that of a vCIO. These are roles that are more focused on helping your clients grow their businesses through the use of technology.
The sales portion of the example organizational chart is pretty self-descriptive. Having dedicated account executives and account managers allows you to have a team focused not only on adding new business, but retaining your existing business.
Essentially, the example organizational chart is demonstrating that partnering with a third-party NOC/Help Desk allows you to re-focus the efforts of your internal team. The time that the third-party extension of your team frees up can now be allocated to growing your business and growing the businesses of your clients.
For a more in-depth view of the organizational chart, and more on how you can scale your business, check out our eBook, "Scaling for Success: The MSP Guide to Operational Efficiency," or watch our on-demand webinar, "Steering Your Business Toward More Profitable and Scalable Service Delivery."
By Carlos Borges
By Ray Vrabel