Your Service Desk Is Trash: How to Build an MSP Service Desk with Data, Process & Heart
Service Management, KPIs, Service Delivery, Operations Andrew Moore Service Management, KPIs, Service Delivery, Operations Andrew Moore

Your Service Desk Is Trash: How to Build an MSP Service Desk with Data, Process & Heart

In this episode of How to MSP, host Andrew Moore welcomes Mark Sowden, a 20-year MSP veteran and former Vice President of Service who has built award-winning delivery teams from the ground up. Mark breaks down the exact strategies used to whip chaotic service desks into shape, focusing on accountability, data integrity, and scalable team structures.

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How to Scale Your MSP Service Desk: The "Pod" Structure & Remote Teams
Operations, Business Management, KPIs, Service Delivery Andrew Moore Operations, Business Management, KPIs, Service Delivery Andrew Moore

How to Scale Your MSP Service Desk: The "Pod" Structure & Remote Teams

One of the biggest challenges discussed in this episode is the "breaking point" that occurs when an MSP service desk hits about 10–12 people. At this size, a single Service Manager can no longer effectively manage every ticket and every engineer.

Jon Katz introduces the solution LISS Technologies implemented: The Pod Structure.

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