Dean Trempelas
Internet Lobster and Process Zealot
Boston, Massachusetts, United States
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Decade plus experience in IT, focus on service management and operations. I grew a 700k MSP into a 12mil MSP that we leveraged through acquisition into a 50+ mil MSP. I focused on operational efficiency and making sure that I could hire literally anyone to fill our team rather than only hiring ringers. If its COGS related I'll hold you accountable, if its below the line I'll still yell at you. I've never owned an MSP and so I dont get caught up in entrepreneur paradoxes; I can probably fix your printer.
Area of Expertise
My Certs4Pay Isn't Being Utilized!? WTF!?
You're that MSP Exec: Awesome, loves their team, invests in the staff, wants the best for them, and is probably also great with the memes.
Like many amazing managers, you figured "if my team isn't learning here, someone else will teach em' " and probably also thought, and what kind of MSP would I be if I didnt train my staff.
Problem is, you set up this pay for pass certification program, and only a very small percentage of your team ever uses it! You even let them have dedicated training time at the office, and they just keep looking at those N+ videos, but dont seem to really make any progress.
Worst case you're doing all that and some folks churn out claiming a lack of career growth as a reason. What the heck is going on here!?
This session is designed to explain some of the psycology of how techs learn, why only a very small percentage of your staff use your cert program, and why trying to only hire those A players isnt a strategy. There will be actionable tips and guides on how to re-align what you're currently doing to motivate and reward ALL of your team so that everyone is rowing in the same direction towards career greatness.
You Don't Need Their RunBook; This is YOUR onboarding, damnit!
We've all been there: a new client has signed up and the service team is tasked with performing technical discovery, agent deployment, remediation, and onboarding of services. All too often we hear horror stories of the "terrible losing MSP" that has no documentation or even worse: Refuses to provide it at all!
Why put yourself, your MSP, and your client through that? You dont need their Runbook to deliver a legendary onboarding, and you don't even need to be supremely level 99+ prestige good at tech either.
Lets talk about how to give an instantly rewarding, and amazing onboarding that your team is able to own, execute and delight your clients with!
Leveraging Social Media To Build your MSP Career
TikTok, LinkedIn, Youtube, Discord, Reddit... the dreaded social media 😱
But wait! You can use these tools to help build and advance your MSP career! It doesn't matter if you're technical, sales, operations, admin, finance, or an executive, there is real value to understanding the basics of how to leverage these platforms to build your career in the channel.
"But my MSP doesn't want me on social media" You cry softly into your hands. Its okay, for a moment, we dont care what THEY want, lets talk about you. Your MSP is motivated to keep you happy, I promise, and aligning your public persona with your career goals is not working against your MSP at all!
From simply understanding how and why to have a LinkedIn profile (along with some actionable and simple tips to leverage the platform) to the value of actually doing more than lurking on discord and reddit, we'll cover a number of different ways all types of MSP employees can leverage these tools to learn and be aware of more, and grow your value.
If you're the social version of an enraged trash panda and you'd rather sit in your dark corner on your own dont fret! We have tips and tricks for you as well! You'd be surprised how much value you can gain by passively adjusting how you present your social media presence even if you're never going to comment, like, or post a damn thing.
You Might Suck at Hiring: Lets Fix That
Like many of us you got into this space because you were good at troubleshooting issues and solving problems; not because you are a world-class recruiter. All MSPs struggle to hire, train and RETAIN great talent, and that journey STARTS at the hiring process. How many times have you tried to "tech-check" someone during the interview? How many times did that lead to an amazing employee that grew with your company that you have only amazing experiences with? How many times did that lead to you having to overpay for a disconnected "ringer" that didnt buy into your company culture. That sucks. You're doing it wrong. We can fix that!
Operationalizing No: How to focus on what you're good at
From making business decisions, to simply handling escalations and working with your teammates, knowing how to say no and focus on what you're good at will improve your profitability, mental health, job performance, and overall satisfaction.
Its not just business owners that have that entrepreneur/visionary mindset of "what if" or "if only" or "I'm sure I could". We all need to remember that we are amazing at something; its why we're here; Don't let the "what if" district you from the wow you could deliver now.
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