Running a Managed Services Provider (MSP) means juggling high-pressure tickets, unpredictable client emergencies, and techs who, at some point, will inevitably question their life choices. MSP work is not for the faint of heart, and even your best technicians will have days (or weeks) where they feel overworked, underappreciated, and one reboot away from walking out the door.
So, what do you do when one of your techs is clearly unhappy? Do you ignore it and hope it blows over? Do you stage a surprise pizza party and pretend nothing’s wrong? Do you brace yourself for the inevitable “I need to talk” meeting?
Let’s walk through the best ways to handle an unhappy MSP tech—and, if necessary, help them exit gracefully.
Have an Open Conversation
Techs are not always known for their emotional transparency. If they’re unhappy, they might not come right out and say it. That’s why you need to open the door for a real conversation, preferably without making them feel like they’re being called into the principal’s office.
Example:
You: “Hey, I noticed you’ve seemed frustrated lately. Want to grab a coffee and talk about it?”
Tech: “Honestly, I’m just sick of getting 15 tickets at 4:59 PM.”
You: “That’s fair. Let’s talk about ways to distribute workloads more evenly.”
The key is to listen—really listen—before jumping in with solutions.
Don’t Take It Personally
Your techs’ frustration is rarely about you. It’s about impossible SLAs, clients who think turning it off and on again is your job, and being the go-to person for “Hey, while I have you on the phone…”
Example:
Tech: “I can’t take another call where someone asks me to recover a file they deleted two weeks ago.”
You: “That sounds brutal. Let’s see if we can put together better client training to minimize those calls.”
When a tech vents, they don’t need a lecture or defensiveness. They need to know you get it.
Gather Constructive Feedback
If an employee is unhappy, there’s a reason. Sometimes it’s obvious (low pay, high stress, terrible clients), but sometimes it’s something that can be fixed. You won’t know until you ask.
Example:
You: “If you could change one thing about your job, what would it be?”
Tech: “Can we have a policy that requires clients to restart their computers before submitting a ticket?”
You: “I support this 100%.”
If a request is reasonable, act on it. If it’s not, at least explain why. Either way, they’ll appreciate being heard.
Address Toxic Clients and Internal Issues
If a single client is making your entire help desk miserable, you have a bigger problem than just one unhappy tech. No amount of extra pay or office perks will make up for daily abuse.
Example:
Tech: “Client X berates me every time I call them.”
You: “That’s unacceptable. We’ll have a talk with them, and if they don’t change, we’ll drop them.”
Yes, MSPs rely on revenue, but if a toxic client is driving away good employees, they’re costing you more than they’re worth.
Provide Career Growth Opportunities
If a tech feels like they’re stuck in an endless cycle of password resets and printer troubleshooting, they’ll start looking for a way out. Show them there’s a future at your MSP.
Example:
You: “Where do you see yourself going in IT?”
Tech: “I want to move into cybersecurity, but I don’t know where to start.”
You: “Let’s talk about certs and how we can get you more security-focused projects.”
Even if an immediate promotion isn’t possible, giving techs a path forward keeps them engaged.
Ensure Competitive Pay and Benefits
MSP work is demanding. If you’re paying below market rate while expecting 24/7 dedication, don’t be shocked when your best people leave for a cushy internal IT job with fewer fires and better pay.
Example:
Tech: “I got an offer for $10K more, no on-call shifts, and free lunches.”
You: “Let’s talk about ways we can make your compensation more competitive.”
You might not be able to match every offer, but at least acknowledge the gap and find ways to make up for it.
Encourage Work-Life Balance
Yes, even MSPs need to acknowledge that burnout is real. If your techs are drowning in after-hours work and never-ending tickets, they won’t stick around.
Example:
Tech: “I haven’t had a weekend without getting paged in months.”
You: “That’s not sustainable. Let’s adjust the on-call schedule so you get real time off.”
Overworked techs don’t just quit—they disengage first.
Recognize and Appreciate Hard Work
MSP work is often thankless. When everything runs smoothly, no one notices. When something breaks, it’s all hands on deck. A little recognition goes a long way.
Example:
You (in a team meeting): “I want to give a shoutout to Alex for pulling off that server migration with zero downtime. Well done!”
Even a simple thank-you can boost morale.
Determine if They Are a Good Fit
Not everyone is built for MSP life. If a tech struggles with the fast pace, high client expectations, and ever-changing nature of the job, it might not be the right fit.
Example:
You: “It seems like you’re not happy here. Do you think this is the right environment for you?”
Tech: “Honestly, I’d rather work in an internal IT role where things are more predictable.”
You: “That makes sense. Let’s figure out the best way to transition.”
It’s better to acknowledge a bad fit than let resentment build.
Handle Exits Professionally and Respectfully
If a tech decides to leave, or if it’s clear they need to, handle it with professionalism. A messy departure only hurts your reputation.
Example:
You: “We appreciate everything you’ve done here. Let’s work on a transition plan that makes this smooth for everyone.”
A positive exit keeps doors open for future opportunities and referrals.
