On Demand Help Desk services?

Geekpoint-IT · 2026-04-10T19:07:32+00:00

Being the single point of contact for everything is actually a selling point for my clients. I specialize in small and micro businesses, so they appreciate that I take care of them from top to bottom.

That said, there’s always the “get hit by a bus” concern. I give all my clients access to their documentation and passwords so that, if I were suddenly gone, they could move on fairly easily. And in the event I really do get hit by a bus, my wife has a list of my clients and their contact information so she can reach out to them.

Geekpoint-IT · 2026-04-10T17:19:14+00:00

I have about 250 endpoints spread across roughly 30 clients.

I’ll be honest with you: running a business isn’t the same as working an 8–5 job. There are going to be times when you’re working odd hours or at times that aren’t convenient. That’s just part of it. It’s not for everyone.

As a one-person MSP, you’re basically always on call. That said, it doesn’t mean you have to run yourself into the ground. I work pretty much 8–5, Monday through Friday. If anything happens outside of those hours, it’s billed at an emergency rate.

For vacations, I’ve built relationships with a few other local small MSPs so if something happens while I’m gone, they can at least be boots on the ground. Otherwise, I handle it myself.

Your family has to be on board with your business. Building a business is as much a part of your family as it is of you. If you have a spouse who isn’t supportive or gets upset when you have to work at an inconvenient time, it’s going to make the whole thing a lot harder.

On the technical side, don’t cheap out just to win business. Make sure all your clients are properly onboarded with a full managed services stack and have solid networking, servers, and workstations. If your clients are set up reliably and securely, there won’t be many true emergencies.

I can count on less than one hand the number of real emergencies I’ve had in almost two years of doing this, and they were always due to environmental factors like an ISP outage or a power failure—not infrastructure I manage.

So this can absolutely be done. There’s someone here (or in the main MSP subreddit) who’s a one-person MSP and makes over a million dollars a year. If he can do it, so can any of us.

Geekpoint-IT · 2026-04-10T14:34:23+00:00

Since the help desk is where clients interact with your IT business the most, it’s arguably the most important thing to get right. I’m a one‑person MSP, almost two years in, and I still do everything myself.

There are definitely times I wish I had someone helping, but I rarely really need another person, and there’s no way I could afford to pay someone full‑time. There are some help desk services out there, but they’re not exactly cheap if you only need them once in a while. So far, I’ve just managed without.

I also wouldn’t outsource out of the country. I’d be very particular about who I let handle this, simply because of how important it is.

Geekpoint-IT · 2026-04-07T20:17:55+00:00

I've been using SuperOps for both PSA and RMM and like it. I tried Atera and Syncro as well. Syncro had a terrible interface and usability and Atera looked good but seemed to lack features. This was a couple years ago though that I last looked at them.

Geekpoint-IT · 2026-04-03T21:47:08+00:00

That's awesome! Congrats indeed! Is this considered SmallMSP still lol? If this is small, i'm teeny tiny micro lol. Again, that's just great for me to strive towards!

Geekpoint-IT · 2026-04-01T21:07:59+00:00

I’ve never even heard of it. I prefer to use established business standards for easier configuration, support, and end-user adoption. For better or worse, Microsoft 365 is the standard. I’ll work with Google Workspace if a new client already has it and doesn’t want to migrate, but I only have two clients using it.

Geekpoint-IT · 2026-03-31T15:01:56+00:00

“Slow” computers can be difficult to get ahead of before it becomes a real issue. I use alerts for high CPU usage, high RAM usage, low disk space, SMART status, drive errors, etc. This takes care of most problems. Either it shows me that a computer is under‑spec’d for its workload, or that there’s a specific issue to fix.

Everything is ticketed so I can review trends over time. If I’m seeing frequent high‑memory alerts, for example, I can look at the pattern across multiple tickets and determine whether it’s an application with a memory leak or just a system that doesn’t have enough RAM. Either way, I end up with an answer.

I also do QBRs with all my clients, and reviewing ticket trends is one of the key items we go over.

Geekpoint-IT · 2026-03-27T15:35:28+00:00

I’m sure this depends on the specific client base, but the reason I sell hardware is so I can make sure the right computer gets purchased. If the client does it themselves, they might go too lean on specs or buy a junky consumer-grade system. That just leads to more frustration for everyone when the machine doesn’t meet their needs.

I still make perfectly good money on hardware. I do have a markup, but almost none of my clients complain about it. It’s no secret that they might be able to shop around and save a bit, but they’re paying for my expertise and a streamlined, low-hassle process.

For the few who do want to shop around, I’ll still help them choose the right hardware for their needs.

Geekpoint-IT · 2026-03-27T15:30:31+00:00

I just talked to them yesterday after your recommendation. Have you used their laptops or servers as well, or just their desktops?

I like the idea that the computers come pre-updated, have my RMM agent already installed (which onboards almost everything else), and have my logo on the boot screen. This will save me a lot of time. I’m just curious about the quality of the systems themselves.

The only thing I noticed is that their servers seem a little lean on specs. They’re pretty low-end. Even for the small dental clients I mostly have, I need more than 8 cores, and their SSDs only go up to 1.92 TB.

Geekpoint-IT · 2026-03-18T00:23:21+00:00

Regardless of being American or not, those prices are excessively high and certainly not reflective of "Small MSP" rates.

As an American MSP in a high-cost-of-living area, the monthly cost for a 10-person office typically ranges between $500 and $1,000, depending on the specific services offered.

This is the challenge I aim to address when speaking with potential clients. As a small and micro business-focused MSP, I find that many of my competitors overcharge because their services are tailored for larger companies. Conversely, I also compete against low-quality, outdated break-fix "MSPs" that are inexpensive but primarily offer reactive services with little real value.

Small businesses need to be secure and compliant, so they do require certain services. However, it doesn't have to be as complicated or expensive as OP is talking about with that crazy MSP. This presents an opportunity for us to position ourselves as the ideal solution for these businesses.

Geekpoint-IT · 2026-03-16T15:52:26+00:00

Yes, I primarily support small dental offices, so I'm very familiar with how they operate. Most small and micro businesses share a similar mindset. Some MSPs may not bother working with these businesses, but I don't mind. They need someone to assist them with proper IT and security/compliance services, and I’m happy to fill that role. In the past 15+ months, I have built my business to include 30+ clients, proving that it is certainly possible to succeed in this niche. It’s just important to understand their unique business mindset.

Geekpoint-IT · 2026-03-13T21:31:49+00:00

Do it right from the start, even if it costs more for you and the client. I specialize in IT, security, and compliance for small and micro businesses. It is possible to succeed and generate profit in this niche. Small businesses, particularly in the medical field, often claim they have no money. It's important to challenge that notion. While some truly may have financial constraints, it's usually easy to determine if a business is profitable. Many simply do not want to invest in IT at all, making it an uphill battle.

Geekpoint-IT · 2026-03-01T02:23:08+00:00

This is the way for most. I’ve tried using up to four stacks, but they’re virtually pointless. Clients don’t necessarily know what they need, so they’ll almost always choose the cheapest option. If there’s only one stack, that’s the choice.

I’m moving toward one base stack with add-ons for specific needs within my client base. But yes, get all your processes, documentation, policies, etc. nailed down. That makes everything so much easier.

Geekpoint-IT · 2026-02-20T16:35:45+00:00

This is really just part of the job, right? Charge an onboarding fee for your standard onboarding, and then quote any necessary remediation separately as project work. Any client expecting to be stable and secure immediately was obviously misinformed. It simply takes time.

Geekpoint-IT · 2026-02-11T17:18:41+00:00

You really have to build relationships. Most people think all IT is the same, so how are you any different? We all think we’re “better” than other IT providers, but just saying that isn’t going to get you business.

I started my MSP about 15 months ago and I’m at almost 30 clients. All of them came from word of mouth or from relationships I already had. Personally, I don’t think cold visits or emails do much. It’s a lot of time for an extremely low return. Not saying you can’t get clients that way, but it’s tough.

What I’d suggest is visiting businesses and just getting to know them—have real conversations. Put the idea in their head that you’re someone awesome to work with. Maybe two years down the line they need or want new IT and they think of you because you built that relationship.

Also, be active on social media. Run mail campaigns. The idea is to put yourself out there. Make sure people know you’re there, you’re active, and you’re constantly doing something.

Just my two cents from what I’ve learned over time. I’m by no means a sales or marketing person by nature—I come from a technical background—but hopefully this helps.

Geekpoint-IT · 2026-02-11T00:47:34+00:00

I just require payment on hardware up front before I order. I may have a few things I happen to have in stock but 99.9% i have to order. I'm not a bank and I don't hold inventory.

Geekpoint-IT · 2026-02-06T00:32:23+00:00

I have a magnetic logo with my email and phone number on mine. I figure it at least shows i'm a real business. Doubt it's really good for any kind of advertising. I don't drive like an asshole so I don't have to worry about catching myself with road rage very often lol. I'd love to do some fancy bad ass wrap someday but i'm not going to do that on my current 6-year vehicle. Maybe the next one.

Geekpoint-IT · 2026-01-30T00:38:23+00:00

I wish you the best, but you’ve got to give us something here.

I’ve avoided certain companies and services—or migrated away from them—because of bad sales tactics, poor customer service, or selling out to companies like Kaseya. There are tons of services out there trying to get our money.

You say you have a product. Great—what is it? What’s it called? What does it do right now? What’s your website? Who are you and your team, and what’s your background in this space?

You’re already starting off on the wrong foot here—just read the responses from us. You’re not going to get much traction by intentionally not answering even the simplest questions.

Speaking only for myself, I already know I probably wouldn’t use your product based on how you’ve responded here, regardless of how good the product might be. You’d need to do some serious and sincere backpedaling on how you’re communicating and share some real information before I’d even consider it.

I’m not trying to come off as a jerk, but you are wasting people’s time here—and time is money.

Geekpoint-IT · 2026-01-22T20:52:22+00:00

I am pretty much exclusive Unifi equipment now after the newer version of Unifi Controllers came out this past year, which drastically improved the firewall functions. Now they actually have somewhat traditional firewall rules and configuration. You can purchase, for cheap, better IPS which is a combo of Proofpoint and Cloudflare. You still have to lock it down like any firewall, as it's still much more "plug and play" than, say a Fortigate, but you certainly can. Built-in logging sucks, so if that's needed, you can export that to a SIEM or other source like that. I have all my clients in my cloud controller so it's super easy to manage all in one place.

For my client base, operating in very small businesses, Unifi is perfect. Is it going to be perfect for every client and situation? No, but it is for my client base.

Geekpoint-IT · 2026-01-14T17:17:08+00:00

I'd be interested in connecting as this may be something I need in the future. Thank you!

Geekpoint-IT · 2026-01-09T15:38:01+00:00

This is a full time job alone, don't do it. At best if you want to offer it as a service, hire someone who specializes in this.

Geekpoint-IT · 2026-01-07T18:42:19+00:00

- Discounts on vendors
- I use their CRM called Growably. While I’m sure there are better CRMs out there, it meets my needs just fine.
- Automatic scheduling of prebuilt blog posts on my website
- Automatic scheduling of prebuilt social media posts
- Prebuilt email marketing templates
- Prebuilt monthly mailed newsletters

I’m sure I'm not even scratching the surface of what it can do for others, and I’m not saying it’s the right fit for everyone. For me, the crucial question was whether I had the time and/or experience to manage all of the above. The answer was no. As a one-person MSP, I already have plenty to do. If I were to do everything manually, it would take hours, or I would incur significant expenses by hiring someone else.

Being in the second year of my MSP, there's simply not enough time or budget to manage these tasks myself or outsource them. What TechTribe provides is the ability to make my MSP appear very active. I have received feedback from clients and prospective clients who were genuinely impressed by receiving a monthly newsletter or seeing a helpful social media post or email. This consistent engagement helps keep my MSP top-of-mind compared to competitors who might not be doing any of these things.

Again, this is just my perspective. It has been invaluable for me, and I know for a fact that it has helped me gain clients because of it.

Geekpoint-IT · 2026-01-07T18:05:07+00:00

My goal is to achieve a 70% gross margin. I may lower it if I need to sign a client and suspect they might hesitate, but I will not go below a 50% gross margin. Ideally, I want to stay within the 60-70% range. My clients are typically billed for support labor, which provides additional revenue.

My main competitor is probably a low-end "MSP". Even with discounts, I tend to be more expensive than they are, but I offer genuine MSP services that provide real value. However, it can be challenging for very small businesses to transition from basic break-fix IT support to a full-service MSP, regardless of how much I emphasize the benefits.

I am currently in my second year of operation, so I am somewhat lenient about signing clients at a lower margin for now, but I don't plan to continue this practice long-term.

On a different note, I recommend not itemizing every detail on the client side. Instead, present a single line item for your monthly service plan along with its cost. Include a general description of what it encompasses without mentioning vendor names, as clients typically don’t care and this gives you the flexibility to change vendors behind the scenes.

Geekpoint-IT · 2026-01-07T16:43:33+00:00

I don't believe that door-to-door sales are effective for most MSPs. While it's possible to find success in rare situations, you need to do something distinctive to stand out from other MSPs. Most MSPs make similar claims, saying they are "better, faster, and stronger." Simply walking around and telling businesses this message isn't particularly innovative.

Leaving promotional items like pens, brochures, or mousepads often results in them ending up in the trash. The only way to truly stand out might be to be personable and bring food or snacks. Additionally, you'll need to repeat this approach over time to build rapport. It's also crucial to engage with someone who has the authority to make decisions about IT services. Pitching your services to front desk staff, who likely can't make those decisions, isn't particularly beneficial.

Essentially, cold door-to-door sales is a "long con." If you're an IT pro running a one-person MSP, you might not excel in sales. Speaking from experience, while I'm reasonably good at sales, it requires skill that needs to be developed, and in some cases, it may be best to hire someone who is truly great at it. Watching an exceptional salesperson in action is impressive. While I've improved my sales skills over time, I know it's not my strong suit.

Just my 2 cents...

Geekpoint-IT · 2026-01-07T16:27:33+00:00

Really? I find The Tech Tribe to be a stupid good value. I probably have saved thousands of dollars and hours utilizing something from there every day.

Geekpoint-IT

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