MSP owners often don't realize their teams have critical knowledge gaps. One technician missed a serious email-forwarding breach because he lacked security training, closed the ticket, and the client discovered it days later. Technology fails without proper staff expertise and processes.
That right there is one of the number one areas that MSPs struggle is the owner thinks that they understand it all. The owner thinks, I got it, we're good. That's something we know about. And then what they discover is the rest of their people don't. See, these are called knowledge gaps where we think everyone knows something and then we recognize that they don't. And this is a pesky problem that exists everywhere. Let me, let me give y'all just one example. Just, just one. So I was talking to an MSP owner friend of mine and he said, you know, We use— I'm not going to say which one, but a really great SaaS monitoring tool. And, uh, one of the things that it does is it will let us know if it finds any kind of, you know, issues in like mailboxes, um, like, like account compromises and stuff. And so it, it had alerted for them, uh, and it said back to them, hey, we generated a ticket and said one of your clients has, uh, has an email that is forwarding all of its email outbound to an external email address. Now anyone that's a security dork that's on this call right now would know, yeah, just like they're saying in chat, that's an email compromise. Boom, exactly. Well, here's what happened. The technician that picked the ticket up didn't know that that's an email compromise. How would they know? They're not security people. They just came from like Starbucks like a week ago and they're training up, or you get the idea. And so they pick the ticket up and they go look in the ticket details and they say, okay, let me go and check and make sure this is all correct. And so they bring up the email tenant and they look and they say, yes, can confirm email is successfully going out to this outbound email. And what do they do? They close the ticket. When they close the ticket, they move on in their life and the MSP detects 2, 3 days down the road, guess what? Somebody missed this and the client is super angry because they're trying to figure out how did you not catch this email compromise? And the owner told me, he's like, I'm trying to figure this out. Like, we have a tool that does this. He did a bunch of archaeology and what did he learn? The tool didn't miss it, the people missed it. It's just a great example of you have the best tool stack on Earth, but if you don't have the right people doing the right things and knowledge gaps persist, it can really come to bite you. And that MSB ate some crow that day.
