When attackers go after your clients, they don’t start with a firewall rule – they start with people.

The real last line of defense is the MSP tech staring at a ticket, email, Teams chat, or phone call that looks “mostly legit” and has just enough urgency to short-circuit their brain. That’s where things either get stopped… or six figures walk out the door.

In this session, we’ll take “zero trust” out of the buzzword cloud and drop it right into the day-to-day of service desk and project engineers. We’ll walk through real-world attack patterns that land in MSP queues (wire fraud, payroll changes, domain transfers, inbox rules, vendor banking changes) and break down exactly what “verify, then trust” looks like when you’re under time pressure and juggling a full queue.

You’ll leave with concrete verification playbooks, ticket templates, and workflow patterns you can plug into your PSA, RMM, and M365 stack so your humans are harder to socially-engineer — without turning every request into a miserable interrogation.