The managed service industry is a demanding field. Employees are expected to work long hours to ensure the services they are providing to their customers is top notch. IT professionals in these positions are finding it increasingly more difficult to stay. Many suggest entering the field early to learn valuable career skills. However, they also suggest leaving after a few years to avoid burnout. This blog is going to take a look at the causes of employee burnout at MSP institutions.
Effective MSPs have enough engineers assigned to customers for the various services offered. The work environment is positive because of adequate staffing. Techs are familiar with their client’s needs and services. However, not all MSPs operate to these efficiencies. They often have employees handling more accounts than they are capable of. Customers then have a new IT technician for every new phone call of ticket they create. When institutions are understaffed employees are left to handle the demands of services themselves. Employees are left feeling like they are running from fire to fire trying to satisfy everyone while still trying to solve arising issues without enough hours in the day.
Lack of Communication
Employees who work in environments where there is little to poor communication between departments often experience burnout faster than employees who do not. The communication between cases and customer needs must be clear for the IT professional to do their job effectively. Little or poor documentation on cases can cause already stressful situations worse and waste time. Another issue facing MSP is sales departments oversell services. Overpromising and underdelivering on services put IT employees in a tricky situation. The MSP’s IT employees are left putting out fires.
Many employees at MSPs feel that they work long hours with insufficient pay and benefits. Many find that the institution does not offer overtime for the demanding amount of time required of the job. The pain point of the insufficient reward goes beyond monetary concerns. Many employees find that the work itself is not fulfilling because they are running from fire to fire and from ticket to ticket. While this environment offers career growth due to the plethora of issues that arise, it can become draining after being in the industry for a while. In addition to the work feeling unsatisfying, employees are also finding it difficult for job growth once in the position. Entry level MSP positions are moving offshore, so it’s difficult to get started in a position and work your way up.