In the wild world of Managed Service Providers (MSPs), leadership comes in two main flavors: Technical Leaders and People Leaders. Both have their place, but if you’re running a helpdesk, you’ve probably wondered, “Who’s better suited to lead my team?” Let’s dive into the roles these leaders play and why getting the balance right is crucial for your MSP’s success.
Technical Leaders: The IT Whiz-Kids with Management Hats
Technical Leaders are like the Swiss Army knives of the IT world. They know the tech inside and out, can jump in to save the day when things go haywire, and still manage to keep the team on track. At an MSP, especially a smaller one, these folks are golden because they get the product, the process, and the people.
But here’s the catch: being a tech genius doesn’t automatically make you a great leader. It’s like assuming that because someone can juggle, they’d be a great circus manager. Sure, they know how to keep things in the air, but can they deal with the clowns?
People Leaders: The Masters of Motivation
On the flip side, we’ve got People Leaders. These are the folks who might not know a router from a toaster, but they understand people, emotions, and what makes a team tick. They’re the ones who can motivate your helpdesk to hit targets even when the tech gets tough. They’re strategic thinkers, always looking at the bigger picture and making sure the team feels valued.
The downside? Well, when a server’s on fire (metaphorically… hopefully), they might be the ones Googling “how to fix a server on fire.”
So, Who Should Lead Your Helpdesk?
If you’re a small MSP, your helpdesk is the frontline. It’s where the magic (and sometimes chaos) happens. That’s why I believe that Team Leads in a helpdesk should generally be Technical Leaders. When the team hits a technical snag, they need someone who can roll up their sleeves and dive in with them.
But—and this is a big but—technical expertise alone isn’t enough. Your Technical Leaders need to have some people skills too. Otherwise, you might end up with a team of highly skilled but highly disgruntled techs. A good leader knows when to fix a problem and when to lend an ear.
As Your MSP Grows, So Does the Need for People Leaders
Here’s where it gets interesting: as your MSP grows, the need for People Leaders increases. Small MSPs can thrive with mostly Technical Leaders because everyone’s close to the product, and technical know-how is the name of the game. But as your company expands, keeping the team cohesive and motivated becomes more challenging. This is where People Leaders shine.
In larger MSPs, you’ll find that People Leaders become essential. They may not know the tech like your Technical Leaders do, but they excel at managing the growing complexity of your team dynamics. They’re the glue that holds everything together, ensuring that everyone’s moving in the same direction, even as the team grows and diversifies.
Bridging the Gap: Training and Mentoring
Here’s the secret sauce: mentorship and training. Don’t just throw your Technical Leaders into the deep end and hope they can swim. Offer them leadership training. Teach them how to manage people, not just problems. Send them to classes on communication, conflict resolution, and team building. The more tools they have in their leadership toolbox, the better they’ll be at keeping your MSP running smoothly.
And as your MSP scales, consider blending the strengths of both Technical and People Leaders. Encourage cross-training and collaboration between the two, so your leadership team is well-rounded and adaptable.
The Closer to the Product, the More Technical the Leader
In the MSP world, the closer a manager is to the “product”—be it a service, solution, or piece of hardware—the more likely they should be a Technical Leader. After all, you wouldn’t put a chef in charge of an orchestra, right? The same goes for your helpdesk. You need someone who understands the tech to lead the techs.
But don’t discount the value of People Leaders. As your MSP grows, they play a critical role in ensuring that your expanding team stays connected, motivated, and focused on the bigger picture.
It’s All About Balance
At the end of the day, your MSP needs both Technical and People Leaders. It’s about finding the right balance and ensuring that each leader is equipped to handle their role. For your helpdesk, that often means leaning towards a Technical Leader with strong people skills in smaller settings. But as your MSP grows, the need for People Leaders will naturally increase. Invest in your leaders, and your MSP will be well-positioned to scale successfully.
