ItsNotUButItsNotNotU@reddit
I worked for an “MSP” like this, and it was total bullshit. We had to bill at least 35 hours per week, and had no leeway to make something non-billable for a client, even when we were fixing something that we broke. The worst was when a client would complain about hours billed to their account manager, and the account manager would go mark my hours as non-billable instead of issuing a credit to the client, which would then throw off my billable metrics.
Now I work for a different MSP that showed me how great a *real* MSP can be to work for. The key is that things are *actually managed*. No trying to sell solutions to the client, no fighting over billable hours, no cheap shortcuts instead of actually fixing the problem. We’re expected to do the right thing, even if it takes longer or is more work, and the client has no objection because they’re not paying any extra. We generally don’t even have to ask permission, we just give an FYI to the client they were doing X because Y.
I realize most MSPs aren’t this way, but damn do I feel lucky to have found somewhere good to work.