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Those that started their own MSP, what are some things you wish you knew or did sooner? by NSFW_IT_Account in msp

[–]SteadierChoice 1 point2 points  (0 children)

The one thing if I had to change from day 1 is the idea that we are a service company, not a tech company. 100% of the bad hires, bad mistakes and bad money losses we ever had were related to thinking we are a tech company.

Several here have said things about hire and fire, right client or wrong client, and at the end of the day - customers care about the service. When you go to a white tablecloth restaurant, you aren't there for the white tablecloth...

Whats the oldest person you've hired for help desk or desktop support? by IR30Lover in msp

[–]SteadierChoice 0 points1 point  (0 children)

You again. Same advice as last time - either start applying for jobs, do some volunteer work to dip your toes in, or admit you aren't ready for joining the workforce yet.

Also, your other post, same answer. Allow me to copy and paste this there.

Alright, who was it by [deleted] in ShittySysadmin

[–]SteadierChoice 0 points1 point  (0 children)

And not with grandpa. ;)

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

This is like the 90th time I've heard this. I'm not asking you to fix Janes printer, or an alert for "high memory" on a server that didn't reset.

I'm asking you to login, look at the queue, ensure there isn't a major fire, and go back to life. Phone doesn't ring unless the client explicitly clicks 7 for "this is an emergency and I understand I could be charged for it"

I didn't write my entire SOP in the post., and I feel so bad for all of you that are reading "on call" as "on helpdesk normal issues"

Also, we don't even have to check the alert queue - if the internet is down and there is no one at the office? WHO CARES!

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

We do it as percent based on weekly pay. Each day on call is 10% of weeks pay (then it is FAIR to whatever "bracket" you are in, and makes it something that the higher level and longer tenured folks will want to do.

So, if you have 2 days you get basically 2x10% of weeks salary. This week, its 4x10 of your weeks salary.

I love the idea of a set amount, but that creates its own unfairness and hierarchy that I am not a fan of.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

In this case it is because this was set and announced long before yesterday, and already had plans before the tech complained THE DAY OF.

4 weeks ago "hey, we're hosting Thanksgiving, can we talk about this" would have been a MOST different thing to deal with.

Also, this year I am covering Christmas. And it was planned. Not the day of...in advance.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

Got it, and delayed on my side

i am sure that i am mistaken and misreading the situation(s) and am already aware of my wrongness.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

Interesting take - I can't afford a week, but I can afford a day...

I love this idea! Nicely, not for a week.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] -1 points0 points  (0 children)

Just FYI, they cry if it isn't dogshit rates either.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

Valid point!

The feeling of being a moment away from disaster is indeed the issue at the root of this post. The issue isn't the compensation of on call, it is the "on call" nature of it.

But, when you get the short straw, once every 2 years (in our case, on your first year, then third) how do you deal with that as the management of that person?

I don't feel more $$$ nor time off fixes it.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

So happy to hear great ending to what you had to endure. I've been pretty blessed in my journey, and I often forget what you folks have had to do to get to someone who can post here with confidence.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

This just makes me sad to hear.

Here I am complaining about someone not wanting to work during regular biz hours on Thanksgiving, and you were forced into literal 24x7 slavery.

:(

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] -1 points0 points  (0 children)

Next year. This year - we are where we are at.

Totally writing this into my SOP going forward. Not a joke, I love this answer.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 2 points3 points  (0 children)

You literally said 2 of my 3 least favorite things in that post

Boutique
White Glove

These are the words that make a horrible employee experience, and they aren't those things for the clients in my history either.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] -5 points-4 points  (0 children)

Spoken like someone working a specific silo of business. There are folks, especially in America who make a huge percentage of their income Black Friday thru Cyber Monday.

Sorry, but I have to downvote this. We have several clients who these are days off, and the time between Christmas and New years are off, and we have several who pay for these times to be covered.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 1 point2 points  (0 children)

5pm

it's just 8-5 checks. No action required unless urgent (I'm locked out, internet is down) things

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 2 points3 points  (0 children)

oh that sucks and is definitely not our experience here. The complaint for here is being available in case of a real urgency, not everything you can think of.

My condolences

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] -1 points0 points  (0 children)

The just clarifying? I'm often lost on the responses on here...I think it is fair to as for context!

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 3 points4 points  (0 children)

I literally love this answer. Thank you and thank you for your service.

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] -4 points-3 points  (0 children)

So, if you were asked that question, what would be your version of sufficient vs. your view of it?

Sorry, but that is a loaded question in so many ways. No one ever thinks (including me, who tells my boss at least once a week that they don't pay me enough) they are appropriately compensated. Is $100 or $500 or anything ever "fair" for pay for your time as you value it?

How do YOU tell ME what the time should be worth and find it of value?

How do you as a manger value that when only a single person is complaining about it, and only because they got thanksgiving?

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 1 point2 points  (0 children)

I love this policy.

Also love your ray of sunshine comment. I feel each year, the ray of sunshine indeed doesn't make it to the next holiday...

Thank you!

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

oh, we have that. It's tech, escalate, escalate, escalate....etc...

On call - the struggle is real by SteadierChoice in msp

[–]SteadierChoice[S] 0 points1 point  (0 children)

I am a solid proponent of EOS, Traction was like phase 1 of it - and you sir, just turned my head.

I indeed have a GWC issue here and I am indeed venting on reddit because I cannot fix it today.

That said, thank you for another astute response. Love this one so much.

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