In November 2024, Phin Security hosted Deep Cyber Dive 2024, a virtual event that brought together industry leaders to discuss important topics for managed service providers (MSPs). The “How Employee Education Can Elevate Your Systems and MSP” event introduced experts who tackled the topic of employee education. They discussed how training and development in the workplace can drive success for MSPs, addressing the challenges and opportunities of building a skilled, loyal workforce.
The session featured Kyle Spooner and Jason Slagle, who brought decades of experience in managed services, cybersecurity and team management. Their discussion centered on how investing in structured training and employee personal development can elevate MSP operations, reduce turnover and build stronger teams. We highly recommend watching the full video if you have the time. Otherwise, read below for the recap.
Key Takeaways From the Session
Here are some of the key takeaways from Kyle and Jason's session:
Hiring Entry-Level Employees
One of the most significant points made during the discussion was the value of hiring entry-level staff. Investing in entry-level employees can build a loyal workforce trained to meet their specific operational needs. This approach fills skill gaps and also fosters a sense of loyalty, reducing turnover rates and enhancing team cohesion. Entry-level employees often bring fresh perspectives and eagerness to learn, which can introduce new energy to the work environment.
Importance of Structured Education and Training MSP Employees
Establishing a structured training program is key for the growth of employees within MSPs. The speakers emphasized the need for formalized training processes that help identify skill gaps through tools like skills matrices. By assessing the current capabilities of their workforce, MSPs can create targeted training initiatives that enhance employee skills and improve service delivery.
Kyle shared his experience hiring entry-level employees, noting that they often demonstrate a strong work ethic and eagerness to learn. He emphasized the importance of providing these employees with structured training and mentorship to develop their skills.
Structured education ensures that employees are well-prepared to tackle the challenges they will face in their roles. This systematic approach enhances individual performance and improves the organization's overall effectiveness.
Development of Soft Skills
Soft skills are often overlooked, but Kyle and Jason addressed the importance of skills like communication, empathy and conflict resolution. These skills are essential for all employees, from technicians to management. Developing soft skills enhances team dynamics and improves client relations, creating a more collaborative and effective workplace. MSPs should prioritize incorporating soft skills training into their development programs, ensuring that their teams are equipped to handle interpersonal challenges effectively. Strong soft skills can lead to better client interactions and increased customer satisfaction, which are needed for business success.
Customized Learning Approaches
Tailoring training methods to individual learning styles is key for effective education. We all learn differently! The speakers advocated for offering multiple training formats and mentorship opportunities.
Kyle described how his organization provides various training formats, including hands-on labs and online courses, to accommodate different learning styles. By accommodating learning preferences, MSPs can ensure that all employees engage with the material in a way that resonates with them, leading to better retention and application of knowledge.
Internal Knowledge Sharing
Encouraging employees to share their knowledge and experiences promotes a culture of continuous learning. The speakers pointed out that knowledge sharing can significantly enhance individual skill sets and strengthen the team. By creating platforms for employees to share insights — whether through regular team meetings, internal forums or collaborative projects — MSPs can foster an environment where learning is a communal effort. This culture of knowledge-sharing keeps the team engaged. When employees feel comfortable sharing their expertise, it benefits their peers and contributes to personal growth and confidence.
Career Path Planning
Clear career development plans should be established for employees, outlining the necessary skills and certifications for advancement. The speakers discussed how these plans help retain talent and motivate staff by providing a roadmap for growth. When employees understand what is required to progress in their careers, they are more likely to feel invested in their roles. MSPs that prioritize career path planning demonstrate a commitment to employee development, which can lead to greater job satisfaction and loyalty.
Value of Conferences and Networking
Attending industry conferences can provide valuable educational opportunities and insights. The speakers encouraged MSPs to seek events focusing on education rather than sales pitches. Conferences offer a unique platform for networking with industry peers, sharing best practices and learning from experts. By participating in educational events, MSPs can gain knowledge that can be directly applied to their operations, enhancing their overall effectiveness. Networking at these events can also lead to collaborations and partnerships that strengthen the organization’s capabilities.
Empowerment and Support for Employees
Organizations should empower employees by providing resources for professional development. This includes financial support for training programs, access to educational material, and self-motivated learning encouragement. By developing a supportive environment, MSPs can cultivate a proactive workforce that is more engaged and invested in their roles. Empowerment boosts morale and increases overall performance, as employees feel valued and supported. Providing opportunities for professional development shows employees that the organization is committed to their future.
Managing Expectations
It is important for managers to recognize that not all employees aspire to climb the career ladder. Some may prefer to remain in their current roles. Supporting growth at all levels contributes to a positive workplace culture. Managers should engage in open conversations with their team members about their career goals and provide growth opportunities that align with their individual aspirations. This approach helps retain valuable employees who are content in their positions. Recognizing and valuing the contributions of all employees, regardless of their career ambitions, fosters a more inclusive workplace
Importance of Defined Processes
Having a clear onboarding and training process is crucial for consistency in skill acquisition. The speakers emphasized that structured processes streamline employee development and ensure that all team members have the necessary skills to perform their jobs effectively. Well-defined processes help maintain quality standards and increase the overall efficiency of operations. Consistency in training ensures that all employees have access to the same information and resources, leading to a more uniform level of competency within the team.
Let's Get Started
Boost MSP with employees by providing structured training and development programs to build a strong, wise and loyal workforce!
Streamline your operations and enhance your cybersecurity with our user-friendly platform tailored specifically for managed service providers (MSPs). Enjoy effortless training, precise analytics and exceptional support, all designed to save you time and resources. Schedule a demo today to learn how Phin Security can elevate your MSP's cybersecurity defenses.
Leave a comment: