What We Know

At Helpt, we’ve talked to enough MSPs to know what conversations your executive teams are often having. Your CFO wants to improve the gross margin on services, your CTO is trying to lead a team of engineers, while also overseeing the technical roadmap, and your CMO keeps telling you to post more thought leadership on your LinkedIn page!

While we can’t help with your LinkedIn profile, we can help with your CTO’s cry for help.

Introducing: a letter to send to your CEO, from the CTO.

Subject: We Need to Talk About Our Help Desk

Dear CEO,

As I’ve reflected on not only Q1 of 2025, but also all of 2024, it’s become blatantly obvious to me that there’s a conversation we need to have. Our help desk support team isn’t broken, but it’s showing signs of strain. And if we’re serious about scaling efficiently, retaining top talent, and delivering excellent services, we have to acknowledge that our company doesn’t have a people problem, but rather a model problem. Our current approach is pushing great technicians to their limits. It’s time we rethink how we’re doing things–before the cracks become fractures.

Here’s what I’m seeing within my department, and what I think we should do about it.

Our Current Model Is Expensive

Maintaining an in-house help desk sounds like the way to go–until you realize how much we’re spending to hire, train, and retain Tier 1 technicians specifically. Add in 24x7 coverage, and we’re talking about multiple shifts, premium pay for after-hours, and engineers sitting idle during low-volume hours.

One MSP reported staffing two full-time engineers just to cover those overnight shifts. Their call volume? Around 10 calls per week. On holidays? Sometimes zero. But they still had to pay time-and-a-half just to keep someone on call.

Paying for capacity we don’t always need isn’t just inefficient–it’s unsustainable–and I don’t want our team to have the same experience.

Clients Expect More Than Ever Before

Our clients’ expectations are at an all-time high. They want lightning-fast response times, 24x7 availability, and consistent, high-quality service. Nevermind the fact that our technicians are on the road for on-site repairs and managing high-value projects like those software migrations. And when they don’t get it? They leave.

We’ve seen it first-hand but here’s the greater reality:

• 1 in 3 customers will leave a brand they love after just one bad experience.

• 92% will leave after two or three of those lackluster experiences.

As our company continues to grow, and we level up our services, our customers’ expectations will rise as well–we can’t let them down!

Our Team is Burned Out

Our support team is doing their best, but they’re overwhelmed. They’re juggling tickets, switching contexts, all while trying to stay upbeat on calls! We’ve got talented people stuck handling password resets when they could be focusing on more strategic work. And without any breathing room–let alone time for training or growth–we’re not only losing morale and productivity, we’re also risking our ability to retain those skilled professionals.

ISACA reports burnout is driven by heavy workloads, long hours, tight deadlines, and a lack of resources and support–all of which our team is juggling daily. When they’re stuck in Tier 1 mode with no time for development, certifications, or training on evolving tech, we end up limiting their growth and ours. One-third of IT professionals have changed jobs in the last two years, and without a better model, we’ll be experiencing the same cycle of loss.

I’ve been looking for a solution for weeks and I think I’ve found it. 

The Solution: An Outsourced Help Desk

Outsourcing Tier 1 support is our best step forward. And it doesn’t mean replacing our engineers, but rather helping them. By outsourcing, we can unlock the next level of performance–for our clients, our employees, and the business as a whole.

Here’s what I’ve found Helpt can offer:

• 24x7 US-based technicians

• Live call answering

• Tier 1/2 issue resolution

• Consumption-based pricing 

• Flexible scaling 

• Seamless integrations

It looks like there’s real results, too! Their partners report experiencing 42% faster resolution times, an increase in customer satisfaction scores to 96%, and a 20% boost in internal productivity.

Think about it–with their help, our internal team could finally focus on escalations, profit-generating projects, and growth-minded initiatives–everything we hired them to do!

Let’s give our customers the support they need–by getting the Tier 1 support we need. Let’s give the business the agility its growth demands–by switching to a model that scales.

What got us here won’t get us there. It’s time we rethink how we support the people who provide front-line support for our customers, day in and day out. 

Sincerely,

Your CTO

—---

Ready to explore your options?

Helpt is built to scale with MSPs like yours–without burning out your team or budget. Let’s chat and see what a smarter support model could look like.

CONTACT US