5 Whys Most MSPs Struggle to Hold Techs Accountable, And How to Fix It

In the daily chaos of running a MSP, few things are more frustrating than watching work fall through the cracks while your Team only works 50-60% of the time. Tickets pile up, Techs seem overwhelmed, and performance issues linger without clear solutions.

The truth? Most MSPs aren’t equipped to hold their Techs accountable. Not because the Techs don’t care, but because the systems and processes supporting them are broken, incomplete, or missing entirely.

At Advanced Global MSP Coaching, we’ve helped hundreds of Autotask-using MSPs close the accountability gap. The fix isn’t better people, it’s better systems.

Let’s look at the five whys MSPs fail to hold their Teams accountable, and what to do about it.

1. No Clear Management Structure or Training

The Problem: Most MSPs operate without documented, repeatable processes for how Techs should engage and disengage from Client work. There are no written SOPs, no coaching loops, and no structured management model.

Why It Matters: When Techs are left to define their own workflows, the result is inconsistent delivery, reduced efficiency, and frustrated Clients.

“The biggest challenge MSPs face is the inability to fully utilize their software solutions due to poor integration capabilities and time spent switching between applications.” - Kaseya 2024 MSP Benchmark Report (kaseya.com)

The Fix: - Create and enforce SOPs for all Tech engagements - Train your Managers to coach, not correct - Use PSA automation to make missing expectations a thing of the past.

2. Poor Habits Are Baked Into the Culture

The Problem: Techs often delay time entries, skip documentation, or forget Client updates. Over time, these behaviors become normalized, and accountability becomes subjective.

“Metrics MSPs should monitor to optimize Technicians’ performance include: first response time, resolution time, CSAT, tickets handled per Technician, escalation rate, and profitability per Tech.” - SuperOps.ai (superops.com)

The Fix: - Define and communicate the behaviors that matter - Reinforce good habits through coaching and automation - Tie metrics directly to performance conversations

3. The Data You Need Doesn’t Exist

The Problem: You can’t manage what you can’t measure. Most MSPs don’t have the real-time data needed to coach, monitor, or hold Techs accountable.

“When KPIs are visible and embedded into daily workflows, Teams focus on the right priorities. Real-time dashboards help leadership monitor trends, identify issues early, and empower Technicians with goal-oriented metrics.” Rev.io MSP KPI Playbook (rev.io)

The Fix: - Use advanced reporting tools (not just default reports) - Visualize resource utilization, time entry compliance, and ticket lifecycle - Base your management on facts, not feelings.

4. Communication Is Broken, Inside and Out

The Problem: Internal communication often relies on one-off emails or chat threads that go unread. Externally, Clients get inconsistent updates, which erodes trust.

“Clients judge an MSP less on technical skill and more on consistent communication from their Technicians.” - AG Coaching Insights

The Fix: - Build automated communication workflows into your PSA - Use engagement/disengagement scripts for consistency - Train Techs on proactive client communication

5. Techs Are Burdened With What They Shouldn’t Own

The Problem: Too many Techs are pulled into billing questions, agreement disputes, and Client politics. This distracts them from delivering great service.

The Fix: - Offload non-billable coordination to a Service Coordinator - Let Techs focus on what matters: their next ticket, proper documentation, and Client communication - Use roles and automation to reduce context switching

The Real Issue: Accountability Requires Systems

Let’s be real. Most PSA platforms, including Autotask, are shipped as blank slates. They assume you’ll hire an expert to configure everything from workflows to reports.

“Automation is a powerful tool for improving profitability. Top-performing MSPs report significant efficiency gains by automating routine IT management tasks.” - Datto State of the MSP Industry 2025 Report (datto.com)

Autotask won’t build your SOPs. They won’t coach your Team. And they definitely don’t offer reporting that gives you insight into Tech behavior or time tracking at a coaching level.

Coaching Is the Shortcut to Accountability

You don’t need to reinvent the wheel. You just need to stop guessing.

When you work with Advanced Global MSP Coaching, you’re not just getting advice, you’re getting: - 👉 Ready-to-use SOPs tailored for Autotask - 👉 Fully configured reports that support real accountability - 👉 A coach who’s helped hundreds of MSPs go from reactive to high-performing

"The global managed services market was valued at$267.3 billionin 2022 and is projected to grow at 13.6% CAGR through 2030." - Scribe.com MSP Market Outlook (scribe.com)

This market is growing fast. That means expectations are rising. If your systems can’t support accountability, growth will only make things worse.

Want help building a process-driven, data-backed accountability framework for your Team?

Schedule a free Tech Accountability Strategy Call. We’llshow you how.

Steve & Co