Heard MSPs are just glorified help desks? I can’t count the number of times I’ve heard that one, and honestly, I get it. On the surface, managed service providers (MSPs) may seem like nothing more than tech troubleshooters putting out fires all day. But working in an MSP career is far more dynamic and rewarding than most people realize.
For those unfamiliar, MSPs are companies that remotely manage IT infrastructure and provide tech support for businesses (you can see the definition here). Think of them as the silent backbone keeping organizations running smoothly, from troubleshooting email outages to safeguarding sensitive data against cyber threats.
Yes, the job comes with its share of challenges, but it also offers unparalleled opportunities to grow, learn, and evolve. Today, I’m busting the myth about MSPs and sharing why I genuinely enjoy this career path, even with its quirks and frustrations.
The Dark Side of Working at an MSP (Acknowledging the Challenges)
Fast-Paced & Time-Tracked
Imagine this: a client calls, frantic because their email is down, while another pings you about a printer (all techs hate printers) that “just won’t print!” You’re juggling tickets, all of which are tracked to the minute, and your goal is to resolve each one faster than the last. Sounds chaotic, right? It is.
The pressure to deliver quick resolutions can be intense. Once, I spent 45 minutes troubleshooting a “broken” laptop over the phone, only to discover it wasn’t plugged in. While the situation was funny in hindsight, it was a harsh reminder of how every second counts in this field.
Just the other day one of my techs was working with a client who could not find the Google Play store on his phone. Then he found out that the customer was trying to do all the steps on his laptop.
Demanding Workload
Outages don’t wait for business hours to end. When a client’s server goes down at 3 a.m., you’re on the clock. Emergencies can stretch your workday well into the evening or cut into your weekend plans. While it’s not always this extreme, the high expectations and unpredictability can be draining.
“Master of None” Syndrome
Working at an MSP often means being a jack of all trades but a master of none. One minute you’re configuring a VoIP phone system; the next, you’re troubleshooting a client’s AWS environment. The constant switching can leave you feeling like you’re only scratching the surface of every technology, with no time to dive deep into one area of expertise. It’s a mile wide and an inch deep—a blessing and a curse.
Why I Still Choose the MSP Life (Highlighting the Benefits)
Accelerated Learning Curve
Working at an MSP is like boot camp for IT professionals. In a single day, you might touch on network security, server configurations, website development, and cloud solutions. It’s a crash course in everything tech, exposing you to tools and platforms like AWS, domain administration, and VoIP systems.
This diversity accelerates your learning curve like nothing else. While specialists might spend years mastering a single domain, MSP techs quickly gain a broad understanding of IT landscapes.
Variety is the Spice of IT
If you hate monotony, MSP life might be your dream job. No two days are the same. One morning, you’re troubleshooting a network outage; by afternoon, you’re implementing a new cybersecurity protocol or planning a system migration. The range of tasks keeps the work dynamic and engaging.
One of my favorite moments was helping a small business recover from a ransomware attack. Seeing the relief on their faces when we restored their data reminded me why I do this job.
Is an MSP Career Right for You?
The Pros:
- Rapid exposure to diverse technologies
- Dynamic, fast-paced environment
- A strong foundation for future IT roles
The Cons:
- High-pressure situations
- Long hours during emergencies
- Limited specialization
If you’re adaptable, a quick learner, and thrive on challenges, an MSP might be the perfect fit. However, not all MSPs are created equal. Research companies to find one whose culture and focus align with your interests. Some MSPs specialize in cybersecurity, while others focus on cloud solutions or VoIP.
Final Thoughts
Yes, working at an MSP comes with its fair share of headaches. It’s fast-paced, demanding, and at times, downright exhausting. But for me, the rewards outweigh the challenges. I’ve gained an incredible breadth of knowledge, developed invaluable soft skills, and built a solid foundation for whatever comes next in my IT career.
So, the next time someone says MSPs are just glorified help desks, I’ll smile and think of the countless servers saved, networks secured, and businesses kept afloat—all in a day’s work. If you’re up for a challenge and hungry to learn, MSP life just might surprise you.
You can read about imposter syndrome for msps.