Now That's IT: Stories of MSP Success

Small Changes, Big Impact: How Simon Marcil Uses Continuous Improvement to Scale

What does it take to build a $20M MSP without a traditional sales team? In this episode of Now That’s IT: Stories of MSP Success, Chris Massey sits down with Simon Marcil, co-founder of S3 Technologies and creator of Propel Your MSP, to explore the power of retention, strategy, and AI-driven innovation.Simon shares how S3 grew by focusing on client value and strategic alignment, why tracking profitability per client matters, and how simple, continuous improvements can transform both service delivery and customer relationships. He also reveals how S3 integrates AI into daily operations—from ticket triage and escalation to bilingual communication and client-facing tools—and why MSPs that fail to embrace it risk being left behind.Whether you’re an MSP leader looking to scale, refine your client engagement, or take your first steps with AI, Simon’s story is packed with actionable insights and real-world lessons.Let us help you unlock your business's full potential.N-able Business Transformation is Expert led and Peer informed.These valuable executive programs are tailored to provide effective guidance and a faster path to a scalable and successful business.Book a Call with Chris Massey now to learn what Business Transformation can do for you! 'Now that's it: Stories of MSP Success,' dives into the journeys of some of the trailblazers in our industry to find out how they used their passion for technology to help turn Managed Services into the thriving sector it is today. Every episode is packed with the valuable insights, practical strategies, and inspiring anecdotes that lead our guests to the transformative moment when they knew….. Now, that's it.This podcast provides educational information about issues that may be relevant to information technology service providers. Nothing in the podcast should be construed as any recommendation or endorsement by N-able, or as legal or any other advice. The views expressed by guests are their own and their appearance on the podcast does not imply an endorsement of them or any entity they represent. Views and opinions expressed by N-able employees are those of the employees and do not necessarily reflect the view of N-able or its officers and directors. The podcast may also contain forward-looking statements regarding future product plans, functionality, or development efforts that should not be interpreted as a commitment from N-able related to any deliverables or timeframe. All content is based on information available at the time of recording, and N-able has no obligation to update any forward-looking statements.

Passing the Torch: How James Thompson Turned a Family Business into a Thriving MSP

What happens when a family-owned computer repair shop faces the recession, changing technology, and the challenges of scaling? James Thompson of ECS Technology Solutions shares how he transformed his father’s local IT business into a thriving managed service provider (MSP).In this episode of Now That’s IT: Stories of MSP Success, host Chris Massey dives into James’s journey of turning obstacles into opportunities, including:Transitioning from break/fix to managed services — and convincing his father it would workBuilding a support group for family-owned businesses to navigate unique challengesScaling from 4 employees to 23 while maintaining strong culture and customer relationshipsThe pivotal role of EOS (Entrepreneurial Operating System) in fixing leadership gaps post-COVIDWhy culture, accountability, and the “right people in the right seats” fuel long-term MSP growthWhether you’re running a family business, leading an MSP through change, or looking for inspiration on leadership and culture, James’s story shows how resilience, vision, and people-first leadership can transform an IT business into something remarkable.Let us help you unlock your business's full potential.N-able Business Transformation is Expert led and Peer informed.These valuable executive programs are tailored to provide effective guidance and a faster path to a scalable and successful business.Book a Call with Chris Massey now to learn what Business Transformation can do for you! 'Now that's it: Stories of MSP Success,' dives into the journeys of some of the trailblazers in our industry to find out how they used their passion for technology to help turn Managed Services into the thriving sector it is today. Every episode is packed with the valuable insights, practical strategies, and inspiring anecdotes that lead our guests to the transformative moment when they knew….. Now, that's it.This podcast provides educational information about issues that may be relevant to information technology service providers. Nothing in the podcast should be construed as any recommendation or endorsement by N-able, or as legal or any other advice. The views expressed by guests are their own and their appearance on the podcast does not imply an endorsement of them or any entity they represent. Views and opinions expressed by N-able employees are those of the employees and do not necessarily reflect the view of N-able or its officers and directors. The podcast may also contain forward-looking statements regarding future product plans, functionality, or development efforts that should not be interpreted as a commitment from N-able related to any deliverables or timeframe. All content is based on information available at the time of recording, and N-able has no obligation to update any forward-looking statements.

Chasing Cyber Crisis: Bart Lageweg on Thriving in High-Stakes IT

When the stakes are high, and the systems are down, who do governments and enterprises in the Netherlands call? Bart Lageweg, founder of Bizway, has built one of Europe’s most trusted MSPs by running toward the toughest IT challenges—cyberattacks, ransomware recovery, and compliance-critical crises.In this episode of Now That’s IT: Stories of MSP Success, host Chris Massey sits down with Bart to explore how Bizway thrives in the “firefighter” role of managed services. They discuss:How Bart turned a solo IT operation into a leading cybersecurity-focused MSPThe strategy behind small, frequent acquisitions and high-value client selectionWhy compliance (including NIS2) is both a sales tool and a security necessityHow to lead and scale without losing the agility to handle emergenciesThe role of coaching, boards, and constant evolution in MSP leadershipWhether you’re building an MSP, leading an internal IT team, or navigating the shift toward compliance-driven services, this conversation offers a rare inside look at thriving in high-stakes IT environments.Let us help you unlock your business's full potential.N-able Business Transformation is Expert led and Peer informed.These valuable executive programs are tailored to provide effective guidance and a faster path to a scalable and successful business.Book a Call with Chris Massey now to learn what Business Transformation can do for you! 'Now that's it: Stories of MSP Success,' dives into the journeys of some of the trailblazers in our industry to find out how they used their passion for technology to help turn Managed Services into the thriving sector it is today. Every episode is packed with the valuable insights, practical strategies, and inspiring anecdotes that lead our guests to the transformative moment when they knew….. Now, that's it.This podcast provides educational information about issues that may be relevant to information technology service providers. Nothing in the podcast should be construed as any recommendation or endorsement by N-able, or as legal or any other advice. The views expressed by guests are their own and their appearance on the podcast does not imply an endorsement of them or any entity they represent. Views and opinions expressed by N-able employees are those of the employees and do not necessarily reflect the view of N-able or its officers and directors. The podcast may also contain forward-looking statements regarding future product plans, functionality, or development efforts that should not be interpreted as a commitment from N-able related to any deliverables or timeframe. All content is based on information available at the time of recording, and N-able has no obligation to update any forward-looking statements.

From Burnout to Believer: Why Aaron Betts Came Back Stronger

In this episode of Now That’s IT, Aaron Betts shares his remarkable journey—from launching his first MSP in 2005 and losing it all during the financial crisis, to taking a corporate detour, burning out, and ultimately returning to lead Intelesys as President.Aaron opens up about the hard-earned lessons of entrepreneurship, the shift from break/fix to managed services, and how a life-altering health scare reshaped his leadership style. He shares how he's rebuilding company culture, redefining success, and guiding his MSP toward a $10M vision—all while empowering his team to think bigger.Whether you’re navigating burnout, scaling operations, or preparing your next generation of leaders, this conversation is packed with insight, inspiration, and practical takeaways for MSP owners, COOs, and IT leaders.🔑 In this episode, you'll learn:How Aaron recovered from early MSP failure and found purpose in a second chanceWhat it takes to shift from project-based work to a true managed services modelThe role of culture, leadership, and team empowerment in long-term growthWhy stepping back can lead to stronger, more intentional leadershipHow to manage personal burnout without giving up on the MSP industry'Now that's it: Stories of MSP Success,' dives into the journeys of some of the trailblazers in our industry to find out how they used their passion for technology to help turn Managed Services into the thriving sector it is today. Every episode is packed with the valuable insights, practical strategies, and inspiring anecdotes that lead our guests to the transformative moment when they knew….. Now, that's it.This podcast provides educational information about issues that may be relevant to information technology service providers. Nothing in the podcast should be construed as any recommendation or endorsement by N-able, or as legal or any other advice. The views expressed by guests are their own and their appearance on the podcast does not imply an endorsement of them or any entity they represent. Views and opinions expressed by N-able employees are those of the employees and do not necessarily reflect the view of N-able or its officers and directors. The podcast may also contain forward-looking statements regarding future product plans, functionality, or development efforts that should not be interpreted as a commitment from N-able related to any deliverables or timeframe. All content is based on information available at the time of recording, and N-able has no obligation to update any forward-looking statements.

Deepfakes, Disguises, and Deliveries: How Rob Shapland Hacks Human Weakness to Build Stronger Security

Modern cyberattacks aren’t just technical—they’re personal. And Rob Shapland knows how to exploit the human element better than anyone.In this episode, Chris Massey sits down with Rob to unpack the wild world of social engineering—from sneaking into corporate offices disguised as a delivery driver to using AI voice clones to bypass MFA. With over 200 successful break-ins (all authorized, of course), Rob shares what IT leaders and MSPs are still getting wrong—and how to fix it.They cover:Why the human layer is still the biggest vulnerability in securityHow attackers are already using AI for voice and video deepfakesWhat companies can do today to strengthen their weakest linksIf your clients think MFA alone is enough, this episode proves otherwise.Let us help you unlock your business's full potential.N-able Business Transformation is Expert led and Peer informed.These valuable executive programs are tailored to provide effective guidance and a faster path to a scalable and successful business.Book a Call with Chris Massey now to learn what Business Transformation can do for you! 'Now that's it: Stories of MSP Success,' dives into the journeys of some of the trailblazers in our industry to find out how they used their passion for technology to help turn Managed Services into the thriving sector it is today. Every episode is packed with the valuable insights, practical strategies, and inspiring anecdotes that lead our guests to the transformative moment when they knew….. Now, that's it.This podcast provides educational information about issues that may be relevant to information technology service providers. Nothing in the podcast should be construed as any recommendation or endorsement by N-able, or as legal or any other advice. The views expressed by guests are their own and their appearance on the podcast does not imply an endorsement of them or any entity they represent. Views and opinions expressed by N-able employees are those of the employees and do not necessarily reflect the view of N-able or its officers and directors. The podcast may also contain forward-looking statements regarding future product plans, functionality, or development efforts that should not be interpreted as a commitment from N-able related to any deliverables or timeframe. All content is based on information available at the time of recording, and N-able has no obligation to update any forward-looking statements.