Hiring Your First (Or Next) MSP? Don't Skip These Five Steps

Ben Tercha is COO at Omega Systems, an award-winning managed IT services provider (MSP) and managed security service provider (MSSP).

Outsourcing IT for the first time or upgrading to a new managed service provider (MSP) can significantly impact your business operations, security and productivity. In the MSP world, however, one size does not fit all, and finding the right fit for your business requires more than a quick Google search or simply selecting the lowest bidder. To ensure success, it's critical to follow a methodical process rooted in due diligence and clarity about your needs.

Here's what I consider five essential steps for hiring your first—or next—MSP.

1. Start With Proper Vendor Due Diligence

Before engaging with potential providers, you need a basic understanding of the key players in the MSP market and the criteria most relevant to your business.

Vertical Market Expertise

Does the MSP have experience in your industry? Whether you're in healthcare, finance or manufacturing, there are nuances, operational demands and regulatory requirements that will impact your technology needs and challenges. An IT provider who understands those industry needs will likely be a better fit for your environment.

Service Portfolio

Exceptional day-to-day IT support is paramount when you're looking for an MSP, but it should also offer a comprehensive range of solutions such as cybersecurity, cloud services and compliance management. Beyond breadth, look for depth—can it scale and adapt to meet your evolving needs?

Compliance Capabilities

For regulated industries, compliance isn't optional. If you're under the purview of regulators, your MSP should demonstrate expertise in meeting compliance requirements for your industry (like HIPAA, CMMC or GLBA) and providing audit-ready documentation to help you stay compliant. For non-regulated entities, it's still wise to seek out an MSP who can demonstrate its commitment to data privacy—ideally via a third-party attestation such as a SOC 2 Type II certification.

2. To RFP Or Not To RFP?

The decision to use a formal request for proposal (RFP) process can shape how you gather and evaluate information about potential MSPs.

RFP Process Benefits

An RFP offers a structured approach to assessing multiple providers. By asking consistent questions and setting clear evaluation criteria, you make it easier to compare service provider options and capabilities. This reduces subjectivity and simplifies decision-making.

If You Skip The RFP

Even without an RFP, it's essential to solicit thorough information from a potential MSP. Focus on these key areas.

• IT And Security Controls: Ask about its security protocols, from patch management and endpoint protection to threat detection and incident response. Its answers should align with your organization's risk tolerance and compliance obligations.

• Scalability And Innovation: Ensure the MSP can grow alongside your business and advise on emerging technologies like generative AI and advanced threat protection.

Whether you solicit an RFP or opt for a more informal vetting process, your goal should remain the same: to collect enough data to make an informed decision beyond simply selecting the lowest bidder.

3. Hone In On Customer Service

Your relationship with an MSP is more than a transaction—it's a partnership. This provider will become an extension of your team, responsible for safeguarding critical assets and maintaining uptime. That's why evaluating its approach to customer service is non-negotiable.

Customer Satisfaction (CSAT) Metrics

Does the provider actively measure and regularly share CSAT scores? This transparency reflects a commitment to ongoing service improvement.

Support Team Structure

Will you have direct access to a dedicated account manager or technical lead? Understanding who you'll communicate with (and how quickly they'll respond) is critical.

Communication Philosophy

Ask about its communication methods and escalation procedures. A provider who values proactive updates and transparency will ensure fewer surprises.

Customer Stories And Testimonials

Seek examples of how the MSP has successfully solved challenges for other customers—ideally those within your industry. These stories provide real-world evidence of its capabilities.

4. Get A Site Survey

No matter how polished a presentation or proposal is, it can read as generic unless it's tailored to the unique needs of your IT architecture. That's why it's vital for a potential MSP to assess your environment through a site survey.

What To Expect In A Site Survey

Whether conducted in person or virtually, during a site survey, a potential MSP should examine your current infrastructure, operations and business objectives. This assessment includes hardware and software inventories, network configurations, and identifying pain points.

Why It Matters

A site survey allows the provider to tailor its solutions to your unique needs, avoiding cookie-cutter recommendations. It also helps ensure you're not paying for unnecessary services or overlooking critical gaps in your IT strategy.

Red Flags

If a potential MSP isn't willing to conduct a thorough, no-cost assessment during the sales process, consider it a warning sign. Its unwillingness to understand your organization's nuances could result in subpar service.

This step not only helps you evaluate the MSP but also enables it to deliver a proposal that genuinely meets your needs and can reduce the need for scope or proposal adjustments down the road.

5. Trust Your Instincts But Validate With Data

While facts and metrics are essential, your instincts also matter when evaluating MSPs. If a provider feels more interested in closing a sale than understanding your needs, that's a red flag. Similarly, if its team is highly responsive, asks thoughtful questions and provides clear documentation, you're likely on the right track.

Finally, don't skip the references. Speaking directly with current or former customers can provide unvarnished insights into an MSP's strengths and weaknesses.

The Bottom Line

Choosing the right IT MSP requires a deliberate approach grounded in research, strategic evaluation and trust. By following these essential steps—prioritizing due diligence, considering RFPs, evaluating customer service and conducting a site survey—you can set your organization up for long-term success with a technology partner who understands your business and delivers value.

This process ensures you aren't just selecting a vendor but forging a partnership that supports your business goals today and into the future.

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