JAVID KHAN

Chief Technology Officer

Today’s PresentersINTRODUCTIONS

ROBERT LEAKE

Director of Marketing

Your Source for MSP Ready Talent

➢ Staffing

➢ NOC

➢ Helpdesk

➢ Security

➢ Consulting

Leadership

Domain Experience

Market

Specialization

80+Years Leadership Experience

15 + 1015 Years Domain Experience

10 Years as an MSP

90%Business Servicing SMB’s directly

or through MSP’s

350+Engineers

Talented

Experts

Our CredentialsWHY TRUST US?

Your junior team members are not developing to the next level

Your team utilization is not where it needs to be

You have great team members, but you’re not seeing their skillsets evolve

It’s a challenge to keep your team motivated

Common ChallengesTHE PROBLEM

Standard Needs of an MSP

PROJECTS

PTM TEAM

SERVICE MANAGER

ONSITE ENGINEER /

FIELD TECH

CTO / VCIO

DISPATCHER

SERVICE ROLES

HELP DESK TEAM

Professional

Services

Implementations

Migrations

Refreshes

One Time Costs

Centralized

Services

All Basic Automation

Services

Centralized Services

RMM

Monitoring

Hosted Applications

Hosted

Infrastructure

Net Admin

Proactive Network

Administration and

Maintenance

Develop technical

standard

Policy enforcement

Client Relationship

vCIO/Technology

Consultant

Technology

Planning

Budgeting

Leverage the Net

Admin team

Business

Relationship

Support

Day-to-day ticket

intake

Remote Support

(Helpdesk)

Onsite Support

Ideal Roles and Responsibilities Org ChartSERVICE ROLES

SMART Performance Objectives

S Specific

M Measurable

A Attainable

R Realistic

T Time Bound

ROLE BASEDJOB DUTIES & KPIs

ORGANIZED

ABLE TO THINK ON THEIR

TOES / MULTI-TASKER

VOICE OF THE COMPANY /

FIRST POINT OF CONTACT

Dispatcher

Level 1: Help Desk Specialist

VIRUS MAINTENANCE & REMOVAL SKILLS

Email, Outlook, Exchange, Office 365

TROUBLESHOOTING SKILLS RELATED TO END-USER

CONNECTIVITY

1-2 YEARS OF EXPERIENCE IN DESKTOP SUPPORT

BASIC NETWORKING CONFIGURATION AND MGT

iOS and AndriodSUPPORT OF MOBILE DEVICES

EXPERIENCED TROUBLESHOOTING USER ISSUES

ROLE AND RESPONSIBILITIES

Level 1: Help Desk Specialist ScorecardKPIs

METRIC BEING MEASURED Goal % Calculated

Quality

Assurance

Call Quality 90.00% 10%

Ticket Quality 90.00% 10%

CSAT Score / Escalation 95.00% 10%

Productivity

First Call Resolution 90% 10%

Billable Hours / Time sheet 75% 10%

Average Tickets Resolved Per Day 6 5%

Minimum Survey Response Rate 40% 5%

Client Retention 1 5%

Average Done Yet 3.00 5%

% P1 SLA Compliance Team 100% 5%

% P2 & P3 SLA Compliance Team 75% 5%

ComplianceLate (< 15 mins) 1 5%

Unscheduled Time 1 5%

Learning &

Development

Client Knowledge 90.00% 5%

Training / Assessment / Above the assessment

1 5%

RFC RFC 1 0%

Networking configuration and

management experience

Skilled in Active Directory,

Exchange, and Office 365

Typically 3-5 years’ experience in

IT Infrastructure

Strong knowledge of server

hardware, backups, and server

performance

Mentors and trains level 1

engineers and dispatchers

Working knowledge and

experience of virtual

environments and Firewalls

Level 2: Systems Administrator ROLES AND RESPONSIBILITIES

METRIC BEING MEASURED Goal % Calculated

Productivity

Tickets Resolved - Complete + Resolved 6 per day 10%

Billable Hours 90% 10%

Escalation 95% 10%

Average Done Yet 3.00 5%

% P1 SLA Compliance 100% 10%

Backup and Recovery

Accuracy of backup report without gross negligence 90% 5%

Delivery of backup report on a daily basis (Weekdays) 100% 10%

Backup ticket resolved within 3 days / Backup Initiatives 95% 10%

Test Backup Restore 10 10%

ComplianceLate (< 15 mins) 1 5%

Unscheduled Leave 1 5%

QA Ticket Quality/CSAT 90% 5%

L&D Training / Assessment / Documentations 1 5%

RFC RFC Miss = 0% VP 1 0%

Level 2: Systems Administrator ScorecardKPIs

Ability to mentor and train

junior level engineers

Strong Skills with Active

Directory, Exchange and/or

one other niche technology

Advanced troubleshooting

skills

Field of expertise:

virtualization, networking, or

other niche technology

Typically 5-9 year’s

experience working for an

MSP or as a Systems Admin

Level 3: Tech Expert ROLE AND RESPONSIBILITIES

METRIC BEING MEASURED Goal % Calculated

Quality

Assurance

Call / Ticket Quality 90.00% 15%

Escalation1 20%

Productivity

First Call Resolution 90% 10%

Billable Hours / Time sheet Compliance75% 10%

Average Tickets Resolved Per Day 6 5%

Average Done Yet 3.00 5%

% P1 SLA Compliance Team 100% 10%

% P2 & P3 SLA Compliance Team 75% 5%

ComplianceLate (< 15 mins) 1 5%

Unscheduled Leave 1 5%

Learning &

Development

Client Knowledge 90.00% 5%

Training / Assessment / Documentation

1 5%

RFC RFC Miss = 0% VP 1 0%

Level 3: Tech Expert Scorecard ROLE AND RESPONSIBILITIES

5 YEARS OR MORE OF EXPERIENCE IN A

COMBINED CUSTOMER SERVICE AND

MANAGED SERVICES ROLE4 YEARS OF OR MORE WORKING EXPERIENCE

IN MSP INFRASTRUCTURE ENVIRONMENT

EXPERIENCED AND/OR CERTIFIED IN AT LEAST

ONE RMM TOOL

HIGHLY SKILLED IN TROUBLESHOOTING

Tech Lead ROLE AND RESPONSIBILITIES

EXPERIENCE IN SERVER MANAGEMENT,

NETWORKING, AD, O365, AND VMW

Team Lead Scorecard ROLE AND RESPONSIBILITIES

METRIC BEING MEASURED Goal % Calculated

Proactive Management

Tasks

Delivery of MM reports to remote account owners by 9th day of every month. 100% 5%

Less than 5% of returned reports from remote and onsite account owners due

to lack of or inaccurate information95% 10%

Action items created and tracked via active ticket. 90% 5%

Backup and Recovery

Accuracy of backup report without gross negligence 100% 5%

Delivery of backup report on a daily basis (Weekdays) 100% 5%

Ticket creation for all actionable items 95% 5%

% P1 SLA Compliance Team 100% 5%

% P2 & P3 SLA Compliance Team 75% 5%

Personal SMART Goal Quarterly SMART goal to improve efficiency of NOC and PTM (Patch Health) 1 10%

NOCOn time action and resolution of all NOC tickets 100% 5%

NOC board review 100% 5%

Compliance

Late (< 15 mins) 1 5%

Unscheduled Time 1 5%

Team Members Late (Per) <=2 5%

Team Members Unscheduled Time <=2 5%

Service Delivery

Board Review 100% 5%

Client Retention 100% 5%

Timely escalation and resolution of all 3rd Shift tickets 100% 5%

Build Your Team UpWith CDPs

Career Development Plan

BUILD YOUR TEAMS UP

Show your team

how you will help

them get there.

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