Your MSP is growing, but your tech team isn't keeping pace. Finding skilled technicians and reliable support staff in a tight labor market isn't easy—especially when you need people who understand both client-facing service and backend infrastructure. Here's how to build a hiring strategy that works for managed service providers.
Understand What You Actually Need
Before posting a job, map out your staffing gaps. Most MSPs need a mix of roles: Level 1 support (ticket triage, password resets, basic troubleshooting), Level 2 technicians (server management, networking, security patching), and account managers (client relationships, upsell opportunities).
Define the technical certifications your hires must have at hire-date versus skills they can develop in-house. For instance, CompTIA A+, Network+, or Security+ are common baselines for technician roles, but many MSPs train staff on their specific tools internally. Factor in that developing a strong Level 2 tech takes 6–18 months depending on your complexity.
Set Realistic Compensation Ranges
MSP salaries vary by region and experience, but here's a baseline:
- Level 1 Support: $35,000–$50,000 annually (varies with region; major metros trend higher)
- Level 2 Technician: $55,000–$80,000 annually
- Senior/Lead Technician: $75,000–$110,000+ annually
These figures assume full-time W2 roles. If you're in a high cost-of-living area or competing against enterprise tech companies, you'll drift toward the top of these ranges. Remote positions often attract broader candidate pools and can justify slightly lower base pay, but don't underprice—good technicians have options.
Include benefits that matter to tech staff: health insurance, professional development budgets ($1,500–$3,000 yearly for certifications), flexible work schedules, and clear career progression. Many MSPs offer on-call rotation pay or shift differentials for off-hours support, typically 15–25% premium.
Where to Source Candidates
Job boards alone won't fill your pipeline. Use multiple channels:
- LinkedIn and Indeed: Post specific, detailed job descriptions that mention your tech stack (e.g., "Experience with Connectwise, Datto, and Azure")
- Local community colleges and bootcamps: Build relationships with instructors; graduates are hungry and trainable
- Your own client network: Ask clients to refer candidates; referral bonuses ($500–$2,000) pay for themselves fast
- Tech meetups and local IT groups: Lower-cost networking that builds brand awareness
- Mercoly and industry-specific platforms: Listing your open positions alongside your MSP services helps candidates find you while searching for managed support providers
Nail the Screening Process
MSP hiring isn't about perfect resumes—it's about problem-solving ability and work ethic. Structure your screening like this:
- Resume review (15 min): Look for relevant certifications, MSP or IT services background, and gaps you can explain
- Phone screen (20 min): Ask about their troubleshooting approach for a real scenario; listen for curiosity and communication clarity
- Technical assessment (30–60 min): Use tools like TrueAbility or write a custom scenario test reflecting your actual environment
- Culture interview (30 min): Assess collaboration, client-facing skills, and alignment with your MSP's values
The entire process should take 1–2 weeks maximum. Tech talent gets multiple offers fast; slow hiring loses candidates.
Onboarding and Retention
A good hire costs $8,000–$15,000 to fully onboard (training, tools, time). Protect that investment:
- Assign a mentor for the first 90 days; this reduces early turnover significantly
- Document your toolset, common procedures, and client quirks in a knowledge base
- Schedule monthly 1-on-1s to catch frustrations early
- Offer a clear path to specialization (cloud architect, security focus, etc.)
Retention bonuses or equity stakes for staff who hit two-year marks are worth considering if cash flow allows.
Frequently Asked Questions
Q: What certifications should I require on day one versus train internally? A: Require CompTIA A+ or equivalent for Level 1; Network+ and Security+ for Level 2. Most MSPs train staff on vendor-specific tools (Connectwise, Datto, RMM platforms) post-hire since these vary widely.
Q: How do I compete for talent against larger IT companies? A: Emphasize autonomy, variety (small MSPs touch more systems than big corporations), career growth, and flexible work arrangements. Larger budgets matter less to good technicians than meaningful work and supportive management.
Q: What's a reasonable onboarding timeline before a new tech handles production clients? A: Plan 4–8 weeks of shadowing and controlled work before solo client responsibility; 12 weeks for full independence on complex environments.
Start building your team today—list your growth opportunities on Mercoly to attract pre-qualified tech talent while growing your MSP visibility.