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Summary
Explore the challenges and successes of building remote teams in MSP, the importance of accountability, and the use of KPIs to measure performance with Jon Katz & Andrew Moore. The discussion also touches on client interactions, meeting structures, and the scaling of teams through a pod system. They discuss the evolution of remote work in the IT industry, particularly focusing on how Katz's company transitioned from a traditional office setup to a remote work model. Katz shares insights on hiring practices and the significance of maintaining effective communication within remote teams.
Jon explains the "Rule of 8" for management, how to handle the specific challenges of remote accountability, and why generalists fail as you scale.
In this episode, we cover:
* The "Pod" Model: Why you need 1 Team Lead for every 4-6 engineers
* Remote Hiring: Why it’s easier to hire Level 2/3 techs remotely than Level 1 support
* Accountability: Using "Agile" huddles to replace office oversight
* The "Mute Button" Story: A hilarious lesson on why you never trust the mute button on a client call
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Head to Ridgeview Advisors to learn more about our training programs, class-based accountability groups and online learning systems.
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How to MSP is brough to you by Ridgeview Advisors and Andrew Moore.
Chapters
1. Building Successful Remote Teams in an MSP (00:00:00)
2. Introduction and Background (00:00:10)
3. Transitioning to Remote Work (00:05:37)
4. Challenges in Remote Service Desk Management (00:09:50)
5. Key Performance Indicators (KPIs) and Accountability (00:16:18)
6. Client Interaction and Service Delivery (00:23:26)
7. Scalability and Pod Structure (00:25:14)
8. Client Assignment and Pod Operations (00:27:50)
9. Specialization Within Pods (00:30:11)
10. Effective Remote Meetings (00:32:47)
11. Advice for Building Purpose-Driven Teams (00:38:16)
2 episodes
