From Startup to Success: How MSPs Can Realistically Scale Their Business 

The Managed Services Market (MSP) market is booming as more businesses turn to outsourced IT to handle cybersecurity, cloud services, and digital transformation. With this surge in demand, MSPs have a unique opportunity to scale and succeed—but only if they navigate the challenges of growth effectively. In a recent Fireside Chat, Blackpoint Cyber’s Chief Client Officer, Mike Estep, sat down with Shawn Torres, CEO and co-founder of In-Telecom, to discuss their journey moving from start up to successful, the pitfalls to avoid, and the key factors that drove their long-term success. 

Learn from Mistakes, Find the Right People and Maintain Focus 

1. Turn your failures into growth opportunities 

Mistakes are inevitable, but how MSPs respond to them determines their trajectory. Torres shared how In-Telecom’s first managed services contract ended in failure, leading to a tough but valuable lesson. Instead of ignoring the issue, Torres proactively sought feedback from the client, using their insights to refine service delivery. Recognizing that client perception is reality in the services industry, he adjusted processes to meet and exceed customer expectations. This is just one example of how you can learn from your mistakes, turning experience into momentum that drives future success 

2. You can’t do it alone so find the right people 

A strong, dedicated team is the backbone of any successful MSP. Torres emphasized that hiring the right people and investing in a client success team transformed In-Telecom’s operations. Without a committed team, scaling becomes unsustainable. As a business owner and entrepreneur, it can be difficult to delegate responsibility, but doing so is essential for reaching the next level. Additionally, acquisitions alone cannot drive success— MSPs must first build a solid foundation and establish the ability to grow organically before integrating new businesses. Aligning the team and fostering a strong company culture are crucial to sustaining momentum—only then can you apply that playbook to new business opportunities. 

3. Staying Aligned with Mission and Vision 

Scaling an MSP isn’t just about revenue, it’s about defining your mission and staying focused on long-term goals. Torres outlined In-Telecom’s 2025 theme, REACH, which centers on four key pillars: People, Process, Product, and Profit. By prioritizing these elements, MSPs can align teams, refine operations, and drive profitability while delivering exceptional service. A clear mission serves as a guiding framework, keeping the organization on track through periods of growth and change. Torres emphasized that leadership must embody this mission, setting the example and ensuring the entire team stays aligned with the company’s core objectives. 

Final Takeaways from Successful MSPs 

The Fireside Chat with Mike Estep and Shawn Torres reinforced that scaling an MSP requires more than just ambition. True success demands resilience, strategic hiring, and an unwavering commitment to delivering value. Successful MSPs embrace failures as learning experiences, invest in their teams, and stay focused on long-term objectives. As the MSP market continues to expand, those who prioritize these principles will be best positioned to thrive in 2025 and beyond.