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Evolved Management
Join the 2000+ IT services people that enjoy my weekly newsletter. No Fluff, all good stuff! Industry insights, leadership thoughts, practical advice to help you.
Hey Reader! Your tier 1 team isn't slow. They're stuck. Here's the pattern I see in too many MSPs: Tier 1 gets a complex ticket. They spend 2-3 hours searching for solutions. They try fixes that don't work. Finally, they escalate after burning half the day. Tier 2 solves it in 15 minutes. The real problem isn't skill level. It's the lack of clear escalation boundaries. Use the 30-minute rule. Set a hard 30-minute limit for tier 1 troubleshooting. After 30 minutes, automatic escalation. No...
Hey Reader! Big news!!! Opsleader has a new website. The old site(s) were thrown together and didn't give a professional representation of the group. I've fixed that now. The new site looks great and does a much better job of communicating the value of the group. What is the value of the group? Helping MSP owners and managers move from reactive chaos to structured operations. The tools, the systems, and the support required to be the most effective and respected MSP manager your staff has...
Hey Reader! I heard this great quote recently. Problems are only opportunities in work clothes. - Henry J. Kaiser As an operations person, this idea is very close to my heart. I find people in operations roles often resent problems as if they are getting in the way of their work. The fact is that the problems ARE your work! This extends to technical roles as well. Early in my career, I was complaining to an older colleague that companies were dumb for using Windows infrastructure. I said, "If...