MSP leaders will love this candid, from-the-trenches chat on building a people-first help desk and project team. Guest Stephanie Carbone shares how empathy, SOPs, and training turn chaos into white-glove service—and why that wins clients and reviews.
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Stephanie Carbone, IT Operations Manager at Complete Business Systems of Colorado (CBS), joins Josh Peterson to unpack how a copier-dealer-turned-MSP built a service culture around “people serving people.” From hiring techs with empathy to giving teams the tools and confidence to deliver white-glove experiences, Stephanie explains what actually moves CSAT, loyalty, and growth.
👉 Internal IT vs. MSP: why the biggest transition risk isn’t tech—it’s people skills, communication, and handling new personalities daily.
👉 Hiring & training that stick: prioritize customer service aptitude over certs; use playful “tech bingo” and recurring reviews to drive certifications and soft-skill reps.
👉 SOPs that calm the chaos: clear queues, 30-minute touch rules, escalation paths, and onboarding playbooks that make new engineers confident fast.
👉 Ritz-Carlton mindset for MSPs: empower front-line techs to solve small problems and create memorable “white-glove” moments that earn reviews and renewals.
👉 Women in tech & client trust: how representation improves sales conversations and end-user comfort—especially with front-office teams.
Natural keywords woven throughout: MSP help desk, client experience, SOPs, MSP onboarding, technician training, empathy in support.
“Visit https://beringmckinley.com for more MSP resources.”
🔗 Resources & Links
• Stephanie Carbone - Complete Business Systems of Colorado: https://cbsofcolorado.com
• Bering McKinley MSP Consulting: https://beringmckinley.com
⏱️ Chapters
00:00 – Why this isn’t a pitch: real MSP stories
00:35 – Stephanie’s path: AV → IT director → MSP
03:30 – GoPros, feedback, and learning loops
05:15 – First big IT rebuilds and client modernization
08:45 – From help desk to ops manager: building teams
11:05 – Internal IT vs. MSP: the real differences
14:40 – Hiring from internal IT: people skills over tech
16:55 – “People serving people”: communication to resolution
20:32 – Measuring client experience beyond first-call fix
24:56 – Interviews without personality tests: empathy first
28:15 – Coaching introverts & “tech bingo” for soft skills
34:30 – White-glove mindset and small moments that matter
37:36 – Surveys, reviews, and using feedback for training
39:29 – Staff pulse checks, growth, and gamified certs
43:36 – Building MSP SOPs inside a copier business
47:44 – Being a woman in tech and why it helps clients
55:59 – Where to find CBS & final takeaways
🔍 Primary Keywords
MSP client experience, MSP help desk, IT operations management, MSP onboarding, service desk SOPs, technician training
🔍 Secondary Keywords
customer empathy in IT, copier dealer MSP, CSAT for MSPs, women in technology, MSP hiring, white glove service
🏷️ Tags
Stephanie Carbone, Complete Business Systems of Colorado, MSP client experience, MSP help desk, IT operations, SOPs, technician training, customer empathy, copier dealer MSP, CSAT, white glove service, Bering McKinley, Josh Peterson
#️⃣ Hashtags
#beringmckinley #bmkvisionpodcast #msp #managedservices #helpdesk #customerexperience #sop #itsupport #womenintech #serviceleadership #mspgrowth #teambuilding #softskills #mspsales #projectmanagement
