MSP Owner / Leadership

Tagged for this role. New here? See the MSP Owner / Leadership guide for the features and rituals that go with these skills.

Agreement Profitability

Compute the effective hourly rate on an all-you-can-eat fixed-fee agreement — agreement revenue divided by logged hours — or scan for loss-making clients.

Automation Opportunity Finder

Mine recent tickets for repetitive manual work, estimate hours burned per pattern, and route each finding to a flow, intent, RMM policy, or training fix.

CEO Service Desk Brief

An owner or CEO asks for a review of the service desk — a business-level readout with trends, risks, and a decision to make, no ticket IDs.

COO Ops Review

An ops leader asks what the team is doing well and not so well — an honest, evidence-backed operations review of the service desk.

Daily Leadership Digest

A service leader asks what needs their attention today — escalations, SLA breaches, at-risk clients, and staffing flags in one short daily view.

Exec Weekly Ritual

An owner or exec's 20-minute weekly runbook: exec scorecard, resolve one decision ask, and review what has been escalated to me across the service desk.

GDAP Relationship Review

Audit MSP GDAP delegated-admin relationships across client tenants for least-privilege roles, security-group mapping, expiries, and unused access.

Incident Commander Brief

Assemble a handoff brief for an incoming incident commander: timeline, workstream states, comms state, and the next decision point in a single read.

Major Incident Declaration

Run the criteria check, declare or explicitly decline a major incident, assign incident roles, and start the comms clock from one declaration checklist.

Project Profitability

Check whether a fixed-fee project is on budget — logged hours versus budgeted hours, burn alerts at 70% and 90%, and documented evidence of scope creep.

PSA Billing Cycle Prep

Month-end PSA billing readiness sweep: find unposted time, done-but-open tickets, and agreement anomalies before finance runs invoices — clean handoff.

Security Defaults vs Conditional Access

Decide whether a tenant should stay on Entra security defaults or migrate to Conditional Access, sequenced so there is never an unprotected gap.

Staffing Model Analysis

Someone asks whether the desk is staffed right — ticket arrival patterns by hour and day versus coverage, and where the desk is under- or over-staffed.

Tech Utilization Report

Report billable utilization per technician — logged billable hours against capacity — with role-aware targets and framing as workload economics, not worth.

Zapier Action Discovery

META skill — before promising a workflow with an external app, verify a Zapier action exists, what fields it takes, and its task cost.

Zapier QuickBooks Time & Billing

Push ticket time entries into QuickBooks as Time Activities and draft (never send) an invoice for out-of-contract work, gated by approval.

Zapier Xero Billing

For Xero-shop MSPs — draft (never send) invoices from ticket time entries and check a client's overdue-invoice standing before billable work.