The WFH Dilemma for MSPs: Top 10 Negatives and How to Tackle Them

Let’s be honest—I don’t do well working from home. When I started Giant Rocketship, I thought I could do my best work in pajamas, surrounded by a mountain of coffee cups. Spoiler: it didn’t pan out. Sure, I got dressed for work every day, but mentally, I just didn’t enjoy the home office life. Eventually, I had to move back to a traditional office setup because the structure suited me better.

One thing I’ve realized is that WFH is very results-oriented. When you’re in an office, it’s easy to mistake activity for productivity—someone’s always typing, talking, or moving around, which can create the illusion of constant work. But WFH strips all that away and puts the focus squarely on outcomes. And this can be eye-opening for managers. If someone isn’t hitting their targets, it becomes pretty obvious pretty quickly. It also means that if someone isn’t thriving in a remote setting, you might need to make tough decisions faster than you would in an office environment. It’s not about micromanaging but about recognizing that WFH isn’t for everyone—and that’s okay.

If you’re an MSP grappling with WFH challenges, you’re not alone. Here’s a rundown of the top 10 negatives of WFH and how to tackle them—and yes, sometimes that means getting comfortable with letting go of those who aren’t a good fit for remote work.

Decreased Team Collaboration and Communication

Your helpdesk team used to thrive on in-person brainstorming sessions, bouncing ideas off each other to solve client issues. Now, they’re stuck in their respective home offices, and the energy just isn’t the same. You notice fewer tickets are being resolved on time, and everyone seems to be working in their own silo.

Mitigation:

• Implement daily virtual stand-up meetings to maintain team cohesion and encourage regular communication.
• Use collaboration tools like Microsoft Teams or Slack with dedicated channels for different topics (e.g., #ticket-discussion, #general-chat) to keep the team connected.
• Set up virtual “water cooler” moments or scheduled casual chats to maintain rapport.

Reduced Employee Engagement and Morale

Some of your staff members seem to be fading away—virtually, of course. Their cameras are always off in meetings, their responses are minimal, and their enthusiasm has clearly plummeted. You suspect they’re binge-watching the latest Netflix series instead of focusing on client issues.

Mitigation:

• Host virtual team-building activities or happy hours to boost morale.
• Recognize achievements regularly in a team chat or during virtual meetings to make everyone feel appreciated.
• Establish a clear set of expectations for engagement during meetings (e.g., cameras on, active participation).

Lack of Accountability and Supervision

You find out that a technician has been online on the PSA tool but hasn’t actually touched a ticket in days. It turns out they’ve been ‘multi-tasking’—if you consider gaming and watching YouTube videos multitasking. There’s no easy way to monitor this remotely.

Mitigation:

• Set clear KPIs and performance metrics that need to be met, regardless of location.
• Schedule regular check-ins and performance reviews to ensure everyone is staying on track.
• If someone continues to underperform, consider whether they’re suited for WFH. Be prepared to have tough conversations or even let them go if needed.

Increased Distractions at Home

One of your techs has young kids, and every Zoom meeting turns into a scene from “Daddy Day Care.” Another has a neighbor who seems to mow their lawn every time a critical issue comes up. Work is constantly interrupted by non-work-related activities.

Mitigation:

• Encourage employees to set up a dedicated, quiet workspace and establish “do not disturb” times for family members or roommates.
• Allow flexible working hours to accommodate employees who may need to manage their work around home distractions.
• For those unable to maintain focus, consider a phased return to the office or a hybrid model.

Difficulty in Monitoring Productivity and Performance

A few employees have mysteriously become “invisible” during work hours. The ticket queues are longer, and tasks are mysteriously taking twice as long to complete. Are they working or just playing the world’s longest game of hide-and-seek?

Mitigation:

• Utilize time-tracking software and project management tools to keep tabs on progress.
• Introduce a transparent reporting system where employees self-report their daily activities and outcomes.
• For persistent issues, address the problem directly and consider reverting the employee to office work or letting them go.

Security Risks from Remote Connections

A technician’s laptop, which they use to access sensitive client data, was recently left unattended at a coffee shop. Your heart stops for a moment as you imagine the potential security breach. Welcome to the nightmare of WFH security risks.

Mitigation:

• Implement strict security protocols such as VPNs, two-factor authentication, and regular security training.
• Use remote management tools to monitor and control access to sensitive systems.
• For those who can’t seem to follow security protocols, it’s probably best to reconsider their suitability for remote work.

Challenges in Maintaining Company Culture

Before WFH, your team had a unique culture—monthly pizza parties, quirky office decor, and in-jokes about the coffee machine. Now, with everyone scattered, the only thing uniting the team seems to be complaints about bad internet.

Mitigation:

• Create virtual culture-building events like themed dress-up days or online games.
• Keep company traditions alive virtually, such as a “virtual pizza party” where everyone orders in and chats over Zoom.
• Encourage team members to share personal achievements and milestones in a shared space to foster a sense of community.

Potential Burnout from Lack of Work-Life Boundaries

Several employees report feeling overwhelmed and burned out. They’re working longer hours, and the lines between work and personal life have blurred beyond recognition. They’re online late at night and during weekends, leading to exhaustion.

Mitigation:

• Encourage employees to set firm boundaries between work and personal time and respect those boundaries as a manager.
• Promote the importance of taking breaks and using vacation days.
• Monitor workloads and adjust as necessary to prevent burnout, or consider mandating days off for rest.

Inequity Between Staff with Different Home Environments

Some employees are thriving in their home offices, while others are struggling. The difference? One has a private home office with high-speed internet, while another is working from a noisy shared space with unreliable connectivity.

Mitigation:

• Offer stipends or reimbursements for home office setups and internet upgrades.
• Consider a hybrid model where those struggling with their home environment can work from the office a few days a week.
• Be open to flexibility and provide additional support to those who need it.

Onboarding and Training New Employees Becomes More Difficult

New hires are joining your MSP, but their onboarding process is a mess. They’re missing key pieces of information, struggling to connect with their teams, and feeling lost without a structured, in-person training environment.

Mitigation:

• Develop a comprehensive virtual onboarding program with clear documentation, video tutorials, and regular check-ins.
• Assign mentors or “buddy systems” for new hires to help them acclimate to the company culture and processes.
• If the remote onboarding continues to struggle, consider bringing new hires into the office for their initial training period.