Optimal MSP Organizational Structure: A Simple Breakdown
What a bunch of hot air. Will you please get to the point?
Well, here you have it…the three key factors that go into designing the Optimal MSP Organizational Structure are:
# of Techs
Product Mix
Customer Mix
We will do our best to weave an answer together for you based on your MSP’s stage of maturity - and add a bonus round – Outsourced NOC.
3-Techs (1-3 Techs):
Techs:
1-2 Level 1
0-1 Level 2
1 Level 3
½ Owner
Team: 1
Outsourced NOC – Staff Augmentation
Help Desk
Network Monitoring and Support
Professional Services
Afterhours Support
Sales:
½ Owner
6-Techs (3-9 Techs):
Techs:
2-4 Level 1
1-3 Level 2
1-2 Level 3
Team: 1
Service Coordinator: 1(This is the 4th hire and transition point to this maturity level)
Outsourced NOC – Staff Augmentation
Network Monitoring and Support
Professional Services
Afterhours Support
Sales:
Owner
10-Techs (10-30 Techs):
Techs:
4-16 Level 1
3-9 Level 2
2 -3 Level 3
1-2 Project Engineers (The transition point to this maturity level)
Teams: 2-6 (This is not a transition point, but a survival point)
Each one is a mix of Techs from every level
Service Coordinator(s): 1 - 3
Outsourced NOC – Staff Augmentation
Network Monitoring and Support
Afterhours Support
40-Techs (30-70 Techs):
Techs:
16-34 Level 1
9-23 Level 2
3-8 Level 3
2-5 Project Engineers
Specialized Teams: 10- (The transition point to this maturity level)
Each one is a mix of Techs from every level
2-Remote Desktop / Help Desk
2-Network Remote Support
4-Field Engineers
1-Monitoring
1-Phone
Service Coordinator(s): 1 - 3
Outsourced NOC – Staff Augmentation
Afterhours Support
80-Techs (70-100 Techs):
Techs:
34-49 Level 1
23-33 Level 2
8-9 Level 3
5-8 Project Engineers
Specialized Teams: 14-
Each one is a mix of Techs from every level
2-Remote Desktop / Help Desk
2-Network Remote Support
4-Field Engineers
2-Monitoring
2-Phone
1-Cloud Services
1-Project/Sales Engineers (The transition point to this maturity level)
Service Coordinator(s):
1 - 4
Project Coordinators:
2
Outsourced NOC – Staff Augmentation
Afterhours Support
100+-Techs:
Techs:
49+ Level 1
33+ Level 2
9+ Level 3
8+ Project Engineers
1+- CTO (The transition point to this maturity level)
Specialized Teams: 14-
Each one is a mix of Techs from every level
2+ Remote Desktop / Help Desk
2+ Network Remote Support
4+ Field Engineers
2+ Monitoring
2+ Phone
1+ Cloud Services
1+ Project/Sales Engineers
1+ Other specialties as opportunities emerge
Service Coordinator(s):
1 for every Non-Project Team
Project Coordinators:
1 for every 4 Project Engineers
Outsourced NOC – Staff Augmentation
Afterhours Support
How do we know? Because we have 22+ years of MSP Service Delivery Coordinator/Manager experience on staff, and 17+ years Autotask System Administration experience. Which is another way of saying we have been there and done that, and we know how to leverage the Autotask software to Resolve Service Delivery Issues.
