Why Is My Service Desk On Fire?: Building an MSP Service Desk with Data, Process & Heart

Is your service desk a high-efficiency engine or a breeding ground for "hot garbage" data? If you’re tired of technicians playing "Hero Ball" instead of following procedures, this episode provides the blueprint for taking back control. In this episode of How to MSP, host Andrew Moore welcomes Mark Sowden, a 20-year MSP veteran and former Vice President of Service who has built award-winning delivery teams from the ground up. Mark breaks down the exact strategies used to whip chaotic service desks into shape, focusing on accountability, data integrity, and scalable team structures.In this episode we cover:The Data-First Approach: Why your ticketing system is your only window into reality.Capacity Planning: How to use the "half-hour/half-ticket" math to right-size your team.The Service Industry Analog: Applying restaurant-style "front-of-shift" and "end-of-shift" routines to IT.Talent Pipelines: Why you should embrace being a "talent generator" rather than fearing turnover.Don't let "hot garbage" data ruin your efficiency. Tune in to learn how to whip your service desk into shape and lead with both intellectual honesty and heart.Show Notes:  Episode 5 NotesAbout How to MSPHow to MSP is the weekly podcast for Managed Service Provider owners and operators who want to grow, scale, and exit on their terms. Host Andrew Moore — Founder of Ridgeview Advisors — interviews MSP operators, advisors, and investors on the topics that actually move the business: EOS implementation, valuation and exit strategy, sales and marketing, service delivery, M&A, financial benchmarks, and operational excellence.Watch full episodes on the How to MSP YouTube channel.How to MSP is produced by Ridgeview Advisors and hosted by Andrew Moore.