MSP Operations Consulting & Coaching
Better Ops. Fewer Fires. More Margin.
I help MSP owners and operations leaders build the management systems, KPI discipline, and team accountability that turns chaos into profit.
Sound familiar?
Fighting fires all day.
Guessing at KPIs.
Micromanaging tickets.
No formal management training.
Wondering if you're doing it right.
Far too many MSP operations leaders are stuck working in the business instead of on it. No playbook. No peers. No one to tell them what good looks like.
That's the problem I solve.
20+
Years in MSP Operations
1,350+
Students Trained
15+
Active Coaching Members
50%+
GP Target Achieved
How I Help
Consulting, Coaching, and Training for MSP Operations
Whether you need a strategic partner, a peer community, or tactical skills, there's a way to work together.
1:1 Consulting
Hands-on operational consulting for MSPs ready to scale. I embed in your operations and build the systems with you.
Learn moreOpsleader Pro
Weekly group coaching for MSP operations leaders. Battle-tested frameworks, accountability, and a room full of peers who get it.
Learn moreCourses
Self-paced training on service management, KPIs, project management, documentation, and more. 1,350+ students.
Learn moreEvolved Radio
The MSP operations podcast. Real conversations about the challenges of running service delivery, managing teams, and scaling.
Learn more
About Todd Kane
I've spent two decades in MSP operations. Here's what I know.
I've run operations at one of the largest MSPs in North America (largest Datto fleet on the continent). I've consulted hands-on with MSPs from $1M to $10M+. I've seen what works and what doesn't across hundreds of operations.
Every framework I teach has been deployed in real MSPs. I don't theorize. The Ticket Levers Diagnostic, the 3-Tier KPI Cadence, the delegation models, the QA systems. All of it born from doing the work.
My core philosophy is simple: People, then Process, then Technology. In that order. Most MSPs skip straight to technology and wonder why nothing changes.
Results
What MSP Leaders Say
"EC partnered with Todd to work on improving our operational best practices for our dispatch/ticketing process. We expanded that mandate to tighten up our accuracy and efficiency company-wide when it became clear that he had a depth of knowledge and experience that could be put to use at a wider scope. We gained measurable increases in our ticket response times, single ticket resolution, and customer satisfaction."
Stacey Jamison
CEO, EC Managed IT
"Working with Todd was fantastic! As a mid-size MSP, we identified a need to enhance our internal processes to continue to deliver service excellence and we were really impressed by Todd's knowledge and understanding. He provided us with excellent actionable opportunities to improve and the results have been outstanding."
Tristan Warner
Co-Founder & CTO, eNerds
"Working with Todd created a ton of value for my team and I. We are leveraging the tools we had more effectively. The team feels more organized, less stressed, and service metrics have improved."
Charmis De Boer
Vice President, Innovative Networks
Free Download
The 30-Minute Escalation Cheat Sheet
Stop letting tickets sit in queues while your team guesses what to do next. This one-page cheat sheet gives your techs a clear, repeatable escalation path so problems get to the right person in 30 minutes or less.
- Clear escalation tiers with time triggers
- Decision criteria for when to escalate vs. keep working
- Ready to print and pin next to every tech's monitor
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Ready to build operations that actually work?
Whether you want 1:1 consulting, group coaching, or a place to start learning, there's a way to work together.