Avoiding MSP owner burnout: how we share the load at Think Technology Australia

Our director Mungo Bright recently spoke with ARN for its feature on the pressure of being a solo MSP owner. It is a thoughtful read on the demands of running a managed service provider (MSP), and we recommend it to anyone in the industry, as well as to clients who are curious about the people behind their IT support.

The conversation gave us a chance to reflect on a few things we care about: sharing responsibility at the top of the business, learning from other MSP leaders, and looking after the team who look after our clients. This post expands on each of those from our side.

Running the business together

Think Technology Australia is co-owned by Mungo and his brother. Having two owners means there is always someone else who understands the whole business, can offer a second view on a difficult decision, and can tell when the other person needs a break.

As Mungo told ARN, “he can see if I’m burning out and I can see if he’s burning out.” That kind of check-in comes more easily when the person across the desk carries the same responsibility.

For our clients, shared ownership means decisions about service, investment and risk are made with two sets of eyes, and the business isn’t reliant on one person carrying everything.

Learning from other MSP leaders through Evolve

Think Technology Australia is part of an IT Nation Evolve Peer Group, a program run by ConnectWise for MSP owners and senior leaders. Evolve matches members into groups by business stage and role, then gives them a confidential setting to compare notes, benchmark their performance and hold each other accountable for their goals.

Owner and CEO groups meet in person each quarter, with monthly virtual check-ins in between. The Essentials track runs as monthly virtual sessions for leaders who are building the foundations of their business.

Mungo describes his group as “an opportunity to get help, find help and help others”. The problems MSP owners face tend to be shared ones: finding and keeping good engineers, pricing services sustainably, managing security risk and planning for growth. Working through them with peers who have faced the same questions leads to more considered decisions, and those decisions flow through to the service our clients receive.

Why we recommend peer groups to other MSP owners

If you run an MSP, particularly on your own, we would encourage you to look at the Evolve Peer Groups program. A peer group won’t replace a business partner, but it can give you a similar second view from people who understand the work and want to see you do well.

Mungo counts the peer group among the best parts of the MSP community. Joining a structured group is a practical way to draw on the experience of others, and to share your own in return.

If work pressure is affecting your wellbeing, support is available at any hour. Beyond Blue (1300 22 4636) and Lifeline (13 11 14) both offer 24/7 support across Australia.

Looking after the team behind the service

Mental health is something we talk about openly at Think Technology Australia, and it shapes how we support our staff. We provide an outsourced mental health nurse service, where team members can book recurring, confidential sessions with the same nurse.

What they talk about is up to them. It might be work, something personal or the weekend’s footy. The aim is to give people a regular half hour to step away from the day and take a breather.

IT support work can involve urgent problems and incidents outside business hours. Supporting our engineers’ wellbeing helps them stay steady in a role that asks a lot of their attention. If you are an IT professional considering your next move, you can learn more on our join our team page.

What this means for our clients

The way an IT provider looks after its own people affects the service you receive. Leaders who share responsibility and learn from their peers are better placed to make sound decisions about your systems and security. Engineers who feel supported are better placed to give your team patient, consistent help.

That thinking sits behind our IT support services and the way we work with our clients. We want to be a provider you can rely on for the long term, and that starts with the people doing the work.

How do we get started?

If you would like an IT partner that invests in its people as well as its clients, the first step is a short conversation. We’ll ask about your business, how your technology is supported today and what you need from a provider. From there, we can talk through what working together could look like.

MSP owners who would like to hear about Mungo’s experience with Evolve are welcome to reach out too. Get in touch with us to start the conversation.