Introducing Andy, our new Head of MSP Services. With years of experience running managed service operations, Andy joined Dr Logic to help our clients get more from their IT, not just keep the lights on.
In this latest instalment of our Meet the Team series, Andy shares his take on what separates a good MSP from a great one, where the industry is heading, and why he compares his role to running a busy restaurant kitchen.
What’s the quickest way to explain what you do to someone outside of tech?
I liken it to a busy restaurant. Clients are there for the seamless experience, and I need to ensure that the kitchen has the right tools and ingredients, the menu has what people want, orders can be placed enjoyable way, orders can be cooked and delivered to tables to peoples expectations, to keep the team motivated during the rushes and help avoid burnout, and ultimately the customers finishing their meal happy.
What drew you to Dr Logic in the first place?
The branding and feel of the website was a great starting point when I was made aware of the opportunity. Everything felt like a premium experience, it was easy to see the proposition.
First impressions after a month. What’s surprised you?
How great it is to work with a Mac for the daily work. I’ve been a fairly heavy tech user all my life, and have perhaps been so ingrained in the PC/x86 world that I didn’t appreciate how pain free the office work side can be. I don’t think I’ve experienced a program freeze or hang yet.
You’ve worked in MSP environments before. What separates a good MSP from a genuinely great one?
A good MSP will measure SLAs, ticket volumes, average time to resolution etc. A great MSP will measure success by how much friction can be removed for the client, positioning as a strategic partner and implementing technologies to prevent issues before they occur.
What are the most common mistakes you see businesses make with IT support?
When businesses view their IT expenditure as an annoying, unavoidable cost instead of engaging with its necessity and critical to investment to help them unlock their competitive edge.
Where do you see MSP services heading over the next few years?
The shift has and is moving away from physical networks and on premises servers, towards the perimeter becoming identity, with more focus on compliance and ensuring data boundaries are secure and the SaaS sprawl is realised and managed.
What kind of problems do you most enjoy solving for clients?
I most enjoy problems of translation, from technical realities into compelling business cases, and high urgency requirements into calm and collected delivery.
What does a smooth IT setup look like from your perspective?
Silent flow. Support tickets are unique requirements and not repeated roadblocks. Seamless onboarding for new starters. Working anywhere with full security. Complete oversight of estate and spend.
Thanks to Andy for offering his unique perspective as an experienced MSP leader. In the coming weeks we’ll be prying further into the people that make up our wonderful team; be sure to sign up to our newsletter to have them land in your inbox (alongside all the latest insights from our tech blog):
