Optimal MSP Organizational Structure: A Simple Breakdown

What a bunch of hot air. Will you please get to the point? 

Well, here you have it…the three key factors that go into designing the Optimal MSP Organizational Structure are: 

  • # of Techs 

  • Product Mix 

  • Customer Mix 

We will do our best to weave an answer together for you based on your MSP’s stage of maturity - and add a bonus round – Outsourced NOC. 

3-Techs (1-3 Techs): 

  • Techs: 

  • 1-2 Level 1 

  • 0-1 Level 2  

  • 1 Level 3 

  • ½ Owner 

  • Team: 1 

  • Outsourced NOC – Staff Augmentation 

  • Help Desk 

  • Network Monitoring and Support 

  • Professional Services 

  • Afterhours Support 

  • Sales: 

  • ½ Owner 

6-Techs (3-9 Techs): 

  • Techs: 

  • 2-4 Level 1 

  • 1-3 Level 2  

  • 1-2 Level 3 

  • Team: 1 

  • Service Coordinator:  1(This is the 4th hire and transition point to this maturity level)

  • Outsourced NOC – Staff Augmentation 

  • Network Monitoring and Support 

  • Professional Services 

  • Afterhours Support 

  • Sales: 

  • Owner  

10-Techs (10-30 Techs): 

  • Techs: 

  • 4-16 Level 1 

  • 3-9 Level 2  

  • 2 -3 Level 3 

  • 1-2 Project Engineers (The transition point to this maturity level) 

  • Teams: 2-6 (This is not a transition point, but a survival point) 

  • Each one is a mix of Techs from every level 

  • Service Coordinator(s): 1 - 3  

  • Outsourced NOC – Staff Augmentation 

  • Network Monitoring and Support 

  • Afterhours Support 

40-Techs (30-70 Techs): 

  • Techs: 

  • 16-34 Level 1 

  • 9-23 Level 2  

  • 3-8 Level 3 

  • 2-5 Project Engineers  

  • Specialized Teams: 10- (The transition point to this maturity level)

  • Each one is a mix of Techs from every level 

  • 2-Remote Desktop / Help Desk 

  • 2-Network Remote Support 

  • 4-Field Engineers 

  • 1-Monitoring  

  • 1-Phone 

  • Service Coordinator(s): 1 - 3  

  • Outsourced NOC – Staff Augmentation 

  • Afterhours Support 

80-Techs (70-100 Techs): 

  • Techs: 

  • 34-49 Level 1 

  • 23-33 Level 2  

  • 8-9 Level 3 

  • 5-8 Project Engineers  

  • Specialized Teams: 14-  

  • Each one is a mix of Techs from every level 

  • 2-Remote Desktop / Help Desk 

  • 2-Network Remote Support 

  • 4-Field Engineers 

  • 2-Monitoring  

  • 2-Phone 

  • 1-Cloud Services 

  • 1-Project/Sales Engineers (The transition point to this maturity level)

  • Service Coordinator(s): 

  • 1 - 4  

  • Project Coordinators: 

  • 2 

  • Outsourced NOC – Staff Augmentation 

  • Afterhours Support 

100+-Techs: 

  • Techs: 

  • 49+ Level 1 

  • 33+ Level 2  

  • 9+ Level 3 

  • 8+ Project Engineers  

  • 1+- CTO (The transition point to this maturity level)

  • Specialized Teams: 14-  

  • Each one is a mix of Techs from every level 

  • 2+ Remote Desktop / Help Desk 

  • 2+ Network Remote Support 

  • 4+ Field Engineers 

  • 2+ Monitoring  

  • 2+ Phone 

  • 1+ Cloud Services 

  • 1+ Project/Sales Engineers  

  • 1+ Other specialties as opportunities emerge 

  • Service Coordinator(s): 

  • 1 for every Non-Project Team 

  • Project Coordinators:  

  • 1 for every 4 Project Engineers 

  • Outsourced NOC – Staff Augmentation 

  • Afterhours Support 

How do we know? Because we have 22+ years of MSP Service Delivery Coordinator/Manager experience on staff, and 17+ years Autotask System Administration experience. Which is another way of saying we have been there and done that, and we know how to leverage the Autotask software to Resolve Service Delivery Issues.  

organizational structureStephen Buyzestructure, organization, msp, it, techs, sales, service coordinator, owner, optimizeComment