By Steve Swiecichowski,
Director of Service Delivery
If you’ve run an ad for a skilled IT person lately, you know just how competitive the market has become. So, when your top tech talent resigns, you’re sure to feel at least a little twinge deep in the pit of your stomach as you realize just how vulnerable this lost resource makes your organization. And you’re not alone.
Retention is one of the most significant problems across the board for organizations large and small. In fact, a Forbes1 article I recently read cited a staggering statistic: Employee turnover costs U.S. companies $160 billion a year - that’s billion with a “B.” Part of the problem lies in recruiting and hiring which, according to a Glassdoor2 blog, can take an average of 23.8 days to do in the United States. And, per a LinkedIn report3, the technology sector has the highest turnover rate at 13.2 percent.
What’s happening? With the incredible demand for truly skilled technical resources, anyone’s top IT talent is likely to be recruited by another business, particularly if the organization doesn’t offer them the opportunity for advancement they can find in another company or another geographic location. And while you may be able to find a suitable replacement, this continual churn can become a tiresome and costly drain on your business.
New IT personnel, for example, may not understand the unique needs of your company and its IT users. And, even if your former IT person helps train his or her replacement, the transfer of knowledge may not be complete because there are just some things that are in the former person’s head with little to no documentation to serve as a backup while the new person gets up to speed. Another Forbes article on the topic notes that, even if you do attract and recruit the right replacement, you’ll be lucky to keep them on staff for more than a year.4
This is where a managed services relationship really proves its worth. The best managed service providers maintain a team of resources who are cross trained to support all of their shared customers without impacting overall performance. This means individual IT team members can take vacations and attend conferences to expand their knowledge while the customer remains fully supported. It’s a team approach where each member of the team becomes intimately familiar with your IT needs so, even if one member of the team isn’t available, the others are able to step in seamlessly. It also means the MSP can provide 24x7 support by rotating on-call team members. And because multiple clients share the MSP’s support staff, clients often gain access to higher level technical services and personnel than they might have been able to afford on their own in-house.
How MSPs Help You Combat IT Turnover
While there are many reasons to consider an MSP relationship, leveraging managed services to combat high turnover in your IT resources should be at the top of the list. By working with a trusted managed service provider, you can extend your own IT team and ensure that you’ve always got access to professionals who can step in and manage your IT needs at any given moment. It allows you to move the responsibility for hiring and training off your plate, do what you do best, keep your costs down, and prepare for your future growth.
- Move It Off Your Plate: The responsibility for building and providing skilled resources shifts from the client organization to the managed services provider.
- Do What You Do Best: If the client’s organization is not savvy in IT, how can it hire, train and cross-train the right IT resources? Tapping into an MSP’s strengths allows you to focus on doing what you do best - running your business.
- Keep Your Costs Down: Because the IT experts working for an MSP serve multiple clients, you’re effectively sharing those resources giving you access to higher-quality technical experts for the same or lower costs than you would pay in house. Additionally, rather than over- or under-staffing, you’ll get the right number of hours for the job at hand.
- Prepare for Growth: Tapping into an MSP’s IT resources gives you consistent and reliable support as your business grows. Even when it makes sense to have on-site resources to handle the day-to-day, high-touch kinds of end-user requests like setting up new PCs or working through email issues, an MSP can prove useful for second- or third-level support for higher level needs involving server environments or network gear. Having access to both in-house and external teams who can work in tandem helps your business function smoothly as it grows and changes.
2 Glassdoor: “How Long Does It Take to Hire?”