Consulting
Hands-on operational consulting for MSPs ready to scale.
This isn't a coaching call. I embed in your operations, build the systems with you, and stay until they're working.
10-15%
Operating cost reduction
40-50%
Service margin target
<5%
Annual churn rate
Four Pillars
Comprehensive MSP operations consulting
My consulting framework covers the four areas that determine whether an MSP runs profitably or burns cash.
Service Delivery
- Ticket management and escalation
- SLA design and enforcement
- Tiered support structure
- Utilization tracking and optimization
- FCR and quality metrics
Project Management
- Scoping and SOW development
- Resource allocation and scheduling
- Change management workflows
- PM overhead and profitability
- Support-to-project handoff
Account Management
- QBR design and execution
- Client retention and churn reduction
- vCIO service structuring
- Agreement profitability analysis
- NRR pipeline management
Business Development
- Revenue mix optimization (75/25)
- Capacity planning for growth
- Org structure design
- Role definition and hiring
- Strategic planning cadence
How consulting engagements work
I work with a small number of MSPs at a time. Every engagement starts with a diagnostic: I review your operations, your metrics (or lack of them), your team structure, and your processes.
Then we build. Custom success metrics. Management cadence. KPI dashboards. Delegation frameworks. Role definitions. Whatever your operation needs, built for your specific team and situation.
This isn't a report that sits on a shelf. I work alongside your team until the systems are running and the habits are formed.
Stop throwing spaghetti at the wall. I can give you a shortcut to the practices that make some providers best-in-class.
"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
"The time we have spent on employee development has enabled me to truly adjust my role to an owner that is able to focus on improving the business rather than concentrating on the day-to-day."
Ryan Sigouin
President, Level4 Technologies
"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 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
Also Available
Accelerator Coaching
Individual coaching for operations leaders who want dedicated, structured development. More than group coaching, less overhead than full consulting. Regular 1:1 sessions focused on your specific operational challenges, career development, and strategic planning.
Inquire about AcceleratorLet's talk about your operations
Your first consultation is free. Let's figure out where the biggest operational gains are hiding.