How to Choose a Managed IT Service Provider That Fits Your Organization

A well-functioning service desk is the backbone of any high-performing organization. The talent of your IT service desk provider can make or break your operations – whether it’s resolving end-user tickets, maintaining a smooth IT workflow, or ensuring overall operational efficiency. 

Picking the right IT managed services provider thumbnail - te blue background with icons of individualsFor organizations with fully in-house teams, recruiting is a controllable process. You can hand-pick candidates who embody your organizational values, train them on internal processes, and help them grow professionally within your company. Incentive programs, defined career paths, and a culture-aligned workforce can transform an in-house team into a powerful asset.

However, with the rising trend of IT service desk outsourcing to IT managed service providers (MSPs), many organizations are discovering that selecting the right partner is about more than just task execution. It’s about choosing a partner whose values and practices align with your organizational culture. 

Does this align with your current IT MSP experience, or experiences you’ve had in the past?  

  • Lack of transparency in reporting and data sharing 
  • Frequent quality issues, such as unhelpful interactions or slow resolution times 
  • Offshore solutions misaligned with end-user needs 
  • High turnover rates leading to repeated retraining 

If you face any of these challenges, it’s crucial to stay focused on your overall goals and objectives. The right MSP can be a valuable partner, improving your service desk operations will align with your organization’s unique culture. Read on to discover the three key rules for recruiting an MSP that will work in perfect harmony with your team. 

How To Pick an IT MSP

Common Red Flags When Selecting an MSP for IT Services

Before diving into the “rules,” let’s discuss potential pitfalls to avoid when vetting a provider. These common red flags may indicate that an MSP isn’t the right fit: 

1. Unclear Escalation Paths If your MSP hasn’t provided a detailed escalation contact table, consider it a red flag. In emergencies, knowing who to contact (and when) is non-negotiable.

2. Unresponsiveness Delayed responses—especially beyond 24 hours—are unacceptable. An unresponsive MSP can disrupt your operations and erode trust. 

3. Vague Commitments Ambiguity around service level agreements (SLAs), metrics, or goals may lead to confusion and unmet expectations. 

4. Lack of Documentation MSPs that fail to document objectives and goals, or recap key meetings properly, may struggle to maintain accountability. 

Have you encountered any of these? While this certainly isn’t an exhaustive list, we’ve heard from trusted clients and colleagues alike over our 25+ years of experience that these are the most common of the red flags you’ll encounter when working with an underprepared or poorly equipped MSP.  

3 Rules for Maximizing Your IT MSP Relationship 

Seeing some of the red flags we have outlined does not necessarily mean you should worry— or abandon your current MSP search. Challenges including unclear escalation paths or vague commitments are often symptoms of misaligned expectations, not insurmountable issues. What’s critical is how you approach these situations by turning potential problems into opportunities for alignment and growth. 

At Mechdyne, we believe that proactive, positive communication with our clients leads to exceptional outcomes. Take a closer look at our top three rules to strengthen how you choose or maintain this type of partnership, especially when it comes to staffing and managing your service desk. 

Rule #1: Align on the Definition of Recruiting Success 

When transitioning to a new MSP for IT services, define what success in the recruiting process looks like from the outset. This includes not only operational metrics (e.g., ticket resolution times and first-call resolution rates) but also recruiting and retention KPIs. 

Here is a few quick, but critical, questions to get you thinking strategically about driving recruiting success. 

  • How do you measure the success of your recruiting efforts? 
  • What metrics will you track to ensure alignment with set objectives? 
  • Who will be responsible for monitoring and reporting improvements over time? 

Additionally, it is prudent to discuss whether a Customer Success Manager (CSM) or similar role will oversee the account. This will determine communication workflows and ensure accountability for achieving agreed-upon recruiting outcomes. 

Rule #2: Prioritize IT MSPs With Robust Hiring Practices 

Think about your internal employees, no matter what their role is. What did they demonstrate during their application and interview process that made them the right fit for the job? In addition to skillsets and talents, they were also likely hired because they are what’s known as a culture fit for your organization.  

Just because you’re using a third-party MSP, doesn’t mean you should expect hiring quality to diminish. In fact, the best MSPs seek and hire talent that aligns with your pre-established organizational values and culture. Here are some top factors to consider when it comes to the hiring process:  

  • Ongoing Professional Development: Does the MSP provide growth opportunities for its employees? A commitment to learning and development can translate into higher-quality service for your organization. 
  • Recruiting Methods: What hiring practices does the MSP use? Do they assess candidates for cultural fit and relevant expertise? 
  • Employee Satisfaction: Does the MSP invest in its workforce? Happy, motivated employees are more likely to deliver exceptional service. 

An IT MSP that is aligned with your organization will prioritize flexibility and scalability while ensuring that its hiring practices complement company culture.  

Rule #3: Commit to Transparent, Continuous Communication 

Your IT MSP isn’t just a vendor—they’re a partner. Treat them as such! Open conversations foster trust, ensure alignment, and enable proactive adjustments to staffing and operations. Transparent communication also allows for a far more distinct path to achieving your key metrics and the goals you want to see reflected in your bottom line, and as a part of your SLA.  

Here are three key scenarios where this kind of communication is crucial:  

1. Preparing for seasonal demand increases that require additional staffing. Perhaps your organization is particularly busy around the winter holidays in preparation for an upcoming event or sale. Or, maybe your organization anticipates a flood of needs consistently in the summer months. There are times when you’ll simply need more technicians than others. Communicating this up front with your MSP will ensure you have exactly the resources you need to accommodate the rush even on your busiest days.   

2. Expanding service desk hours to support business growth or new offerings. At Mechdyne, we love to share the excitement of growing a business, especially when new offerings or services are on the table. That means we also know that end-users don’t have time to worry about their IT needs as they’re hard at work supporting that growth. That’s why it’s crucial to have an open dialogue with your MSP about when to move to expanded hours, or even 24×7 coverage.   

3. Training agents to use new tools or systems unique to your organization. Because the digital landscape is constantly shifting and evolving, learning never stops! Make sure to have an honest discussion with your MSP about the tools and systems that your company uses daily to get the job done. It’s imperative that agents are trained properly on  these systems so they can be seamlessly integrated into your digital ecosystem.  

Proactive discussions about recruiting and staffing will allow your MSP to respond to your needs effectively, ensuring they meet your organization’s evolving demands. 

Final Thoughts 

Choosing an MSP isn’t just about operational efficiency: It’s also about building a partnership that elevates your service desk’s performance and integrates seamlessly with your organizational culture. By aligning metrics, proactively assessing hiring practices, and maintaining transparent communication from day one, you can ensure your MSP becomes a true extension of your team. The right fit isn’t just a possibility— it’s an essential step toward IT excellence.  

Ready to take the next step towards IT excellence? Fill out the form below to find out if Mechdyne is the right fit for your organization.