When it comes to hiring technical staff, MSPs across North America are aligned on one thing: It’s tough out there. The headlines focus on a talent shortage, but a more layered and practical conversation has unfolded within The ASCII Group community this year.
In today’s post-Covid landscape, the search is competitive but qualified candidates do exist. The challenge goes beyond simply filling roles. You must clearly define expectations and build structured processes. Then, you can identify who will thrive in a fast-paced, client-focused environment. These are the employees who can truly understand the values and vision of the business.
Defining the Role and Setting the Bar
Across the community, MSPs are refining their hiring strategies. Gone are the days of vague job descriptions and informal interviews. Today’s leaders are aligning open roles with service delivery goals, operational scalability, and long-term business growth.
They’re asking questions like: “What does success in this role look like in 30, 60, or 90 days?” and, “How will we know we’ve hired the right person — before it’s too late?”
To support this, many ASCII members now use a structured 30/60/90-day probation model that includes EEOC-compliant assessments and technical testing. Several have also integrated elements of EOS (Entrepreneurial Operating System) into their hiring process to evaluate alignment with company vision, values, and accountability.
The focus isn’t solely on experience. It also includes fit, mindset, and long-term contribution.
Beyond Technical Skills: How Candidates Think and Learn
Many MSPs have shifted away from using certifications as the primary filter. Instead, they’re prioritizing cognitive aptitude, emotional intelligence (EQ), and critical thinking.
Technical skills still matter, but adaptability, communication, and decision-making take center stage.
Another key factor is how candidates learn. During the hiring process, members are asking: “Do they absorb best through reading, video, hands-on training, or structured documentation?” Understanding this helps tailor onboarding and ongoing development, ultimately improving retention and long-term performance.
To support these insights, some MSPs are using assessment tools that measure behavioral traits, learning preferences, and cognitive ability. These tools don’t replace interviews, but they provide valuable context, especially for roles requiring autonomy and client interaction.
Alysia Vetter
Hiring Smarter, Not Harder
One theme that keeps surfacing is the need for defined, repeatable hiring processes. Rather than improvising, MSPs seeing the most are documenting what works, standardizing evaluations, and using hiring scorecards tied to company values.
Several ASCII members emphasized that the interview itself should reflect the company’s culture and set the tone for the working relationship. A consistent, thoughtful approach sends a message about professionalism. That helps attract candidates who align with the business’s style and standards.
This structure also extends into offboarding. A few MSPs shared that they’ve offered exit incentives to underperforming new hires. While unconventional, it preserves morale, frees up resources, and maintains focus, especially for smaller teams where every role matters.
What Success Looks Like
There is no one-size-fits-all solution. However, across the ASCII community, the most effective hiring strategies are grounded in clarity, accountability, and cultural alignment.
It’s no longer enough to find someone with the right credentials. MSPs seek team members who can think critically, adapt, and contribute to both business growth and client satisfaction. In many ways, the technician is a direct reflection of the business owner — and that standard is being treated with the seriousness it deserves.
Candidates are out there, even qualified ones. But great employees, those who elevate the team and align with the company mission, are still rare. That’s where the real search begins.
Throughout the ASCII network, MSPs are stepping up. They’re hiring smarter, evaluating deeper, and building intentional processes to find talent that fits — not just fills — every seat.
Alysia Vetter is chief marketing officer of The ASCII Group. She has over 20 years of IT marketing experience and leadership, with a background in corporate communications, public and media relations, event strategy, brand management, and strategic planning.
Featured image: iStock
