Fractional VP of Service Delivery · MSPs

Your service desk
is the ceiling on
everything.

Most MSP owners are running a great business — held back by a broken support experience. We fix the system, not the team. Results in 90 days, no replacements required.

Book your free 30-min audit →
NPS 32 → 87 90 days · 12-tech MSP · zero replacements
The result
+55
NPS points gained in 90 days.
Same team. Different system.
The timeline
90
Days to measurable transformation.
Not a 12-month engagement.
The model
0
Team replacements needed.
The people were never the problem.
The problem

Your service desk is either
costing you clients —
or winning you more.

How it works

Fractional leadership.
Full accountability.

Week 1–2
Service Desk Audit
We map your escalation paths, ticket flows, SLA compliance, and technician accountability structure. You get a written gap analysis and a priority fix list — actionable immediately whether we work together or not.
Week 3–8
System Rebuild
We implement the accountability framework, escalation structure, and KPI dashboard your team needs to run without you in the loop. Weekly calls. Real deliverables. Measurable progress.
Week 9–12
NPS Transformation
By 90 days, your clients feel the difference. Your NPS reflects it. Your owner is off the service desk. The team operates with clarity and accountability — not because you're watching, but because the system works.
Case study
"The owner was fielding escalations every day. Clients were frustrated. Techs were confused about priorities.

90 days later: NPS went from 32 to 87. Escalations dropped 60%. The owner hadn't touched a ticket in 3 weeks."

12-tech MSP · Southeast US · No replacements

32 → 87
NPS improvement in 90 days
60%
Reduction in escalation volume
0
Team members replaced
25 yrs
Service desk leadership experience
Engagement options

Three ways to
work together.

Rapid Assessment
$1,500 · One time
A 2-week deep dive into your service desk. You receive a written gap analysis and priority fix list — actionable immediately.
  • Full service desk audit
  • Written gap analysis
  • Priority fix list
  • 60-min debrief call
  • No ongoing commitment
Most popular
Service Desk Rescue Sprint™
$6,000/month · 3-month minimum
Fractional VP of Service Delivery. Part-time investment. Full-time accountability. Weekly calls, real deliverables, measurable NPS improvement.
  • Everything in Rapid Assessment
  • Weekly strategy calls
  • Escalation framework build
  • KPI dashboard implementation
  • Technician accountability system
  • Direct access between sessions
Project Sprint
$15,000–$25,000 · Milestone-based
A defined outcome in 60–90 days. NPS turnaround, escalation system build, or SLA framework. Scoped and priced upfront.
  • Defined scope and timeline
  • Milestone-based payments
  • Full deliverable ownership
  • No ongoing retainer required
  • Outcome-focused pricing
The reframe

Your service desk isn't just a cost center.
Done right, it's your best sales tool.

When clients renew because of how you support them — and refer other businesses because the experience was that good — your support team stops being overhead and starts being your competitive advantage. Most MSPs never get there. We build the system that makes it possible.

Is your service desk
the ceiling on your growth?

Book a free 30-minute service desk audit. No pitch — just a look at where your biggest leak is and what I'd fix first.

Book your free 30-min audit →

Free · 30 minutes · No obligation