How MSPs Should Use Virtual Assistants

Let’s be honest, when MSPs say, “I have a virtual assistant,” it’s often followed by a vague description involving inbox zero, booking flights, or just handling stuff. But if you’re running an IT business, you need a little more structure than “stuff.”

If you’re thinking of hiring a VA or an admin virtual assistant (AVA) to save time or reclaim your sanity, here’s some advice without the fluff.

Start With the Person, Not Just the Resume

Yes, you want skills. But the biggest success factor should be: Do you like this person? You’re not hiring an AI assistant. You’re hiring a human who’s going to be working when you’re not. You need someone who communicates well, wants to learn, and doesn’t disappear when the Wi-Fi gets weird.

When I interview, it’s a personal conversation. Can I see myself chatting with them three times a week? Do they ask good questions? Are they excited by weird, repetitive tasks like sorting receipts by vendor name? (Yes, these people exist.)

Process First. Then Progress.

If you’re in IT, you already know the pain of onboarding a new technician without documentation. Hiring a VA without a process is the same disaster, but with fewer cables.

Here’s the twist: Your AVA can help build the process. You can show them what you want done over Zoom, record the session, and that becomes the first version of your standard operating procedure (SOP). Ask them to build the written SOP as best they can. As the task gets done, you can refine the doc together. By the time the doc is looking good, the training is over, and your AVA now owns the task.

That SOP becomes gospel. If something breaks? Review the SOP. If something changes, update the SOP. Don’t expect the AVA to memorize all of your rules, but they should follow and help improve the system.

Focus on Repetitive, Teachable Tasks

Don’t dump everything on your VA just because you’re tired. That’s not delegation; that’s abdication. The goal is to hand off repetitive, consistent work that a human can learn to do well.

For example, an AVA can categorize transactions in QuickBooks. It’s not rocket science, but it does require rules. Build a guide: “If it says Stripe, it’s merchant fees. If it says Costco, you have some explaining to do.” Once trained, they can do it on repeat, which frees you up to focus on higher-value or more fun work.

Trust, but Reconcile

The golden rule of delegation: Trust but verify. You should still do the monthly reconciliation because (1) it’s your money, and (2) double-checking helps catch edge cases you can then add to your SOP.

Also, meet with your VA regularly, not just when something goes wrong. Brief, friendly check-ins. Maintain that all-important sense of “team.” The more the AVA feels like they’re part of your business, the more they care about helping your business succeed.

Let’s Talk About Pay

If you’re hiring overseas, you’ll quickly notice a significant pay differential. A highly capable entry-level admin might go for $5–$8 USD/hour. That’s life-changing income for them — and a cost savings for you.

My advice? Pay above market. The difference between $6 and $8/hour on your bottom line is almost nothing. However, it could mean better retention, better performance, and a better quality of life for your assistant. You still win, and you get to feel like a decent human being while doing it.

Allen Edwards

TL; DR for Business Owners

Here are some things to keep in mind:

• Hire for attitude and aptitude, not just skills.
• Build processes with your VA if you don’t have them yet.
• Delegate what’s repeatable and teachable.
• Always verify outcomes (especially when money’s involved).
• Meet regularly. People do better when they feel connected.
• If you can afford it, pay a little better than you have to.

Hiring a VA won’t magically fix your operations. But when you treat it like hiring any other key team member — with intention, structure, and human connection — it can radically improve how your business runs.

Also, it’s kind of nice to never have to categorize another Uber receipt again.

Allen D. Edwards is a 30-year veteran of the IT services industry. He is president of EPI Consulting and founder of MSP Hire, a recruiting firm dedicated to helping MSPs build world-class teams.

Featured image: iStock