About
I've spent two decades in MSP operations. Here's what I learned.
Most consultants give you a framework from a textbook. I give you frameworks from the trenches. Every system I teach has been built, tested, and refined inside real MSPs.
20+
Years in Operations
100s
MSP Operations Reviewed
1,350+
Students Trained
4
Industry Awards
The Path Here
I didn't start in the MSP world. I started in enterprise IT, working with organizations like EnCana, Canadian Natural Resources, WestJet, Bell Canada, and Long View Systems. That's where I learned what operational discipline actually looks like at scale.
Then I moved into the managed services world. I ran operations at Fully Managed, which at the time had the largest Datto fleet in North America. That's where I saw the gap.
The MSP industry is full of technical talent and almost completely devoid of management infrastructure.
Owners who built companies on technical skill suddenly have 15, 25, 40 people and no idea how to manage them. Service managers promoted from the helpdesk with zero training. KPIs that nobody tracks. Delegation that looks like abdication. Teams that are "busy" all day but can't tell you what they accomplished.
That's the problem I've been solving ever since. Through 1:1 consulting engagements, weekly group coaching with Opsleader, courses that have trained over 1,350 students, and a podcast and newsletter reaching thousands of MSP leaders every week.
Philosophy
People. Process. Technology. In that order.
Skipping to technology without the people and process foundation is the most common and expensive mistake MSPs make.
People First
MSP problems are people and management problems dressed up as technology problems. Leadership, expectations, accountability. Start here.
Systems Thinking
Build systems, don't fix problems one-off. Lean principles, eliminate waste, incremental improvement. Make the boring stuff automatic.
Gross Profit as North Star
Not revenue. Gross profit dollars. 50% GP on managed services is the target. Every operational decision should move this number.
Credentials
Enterprise Experience
Awards & Recognition
The Mission
MSP operations leaders are some of the hardest-working people in tech. They're also some of the most isolated. Most were promoted into management without any training. They're figuring it out alone, every single day.
I built Evolved Management to fix that. Whether it's 1:1 consulting, the Opsleader coaching community, or the courses and content, the goal is the same:
Give MSP leaders the frameworks, the confidence, and the community to stop guessing and start leading.
Let's work together
Whether you need a consulting partner, a coaching community, or a place to start, I'd like to hear from you.