MSP Operations Consulting & Coaching
Better Ops. Fewer Fires. More Margin.
I help MSP owners and operations leaders build the management systems, KPI discipline, and team accountability that turns chaos into profit.
Sound familiar?
Fighting fires all day.
Guessing at KPIs.
Micromanaging tickets.
No formal management training.
Wondering if you're doing it right.
Far too many MSP operations leaders are stuck working in the business instead of on it. No playbook. No peers. No one to tell them what good looks like.
That's the problem I solve.
20+
Years in MSP Operations
1,350+
Students Trained
150+
MSP Leaders Coached
50%+
GP Target Achieved
How I help
Consulting, Coaching, and Training for MSP Operations
Whether you need a strategic partner, a peer community, or tactical skills, there's a way to work together.
About Todd Kane
Two decades scaling IT companies. Most of it in the seat you're in now.
I've built and scaled IT companies for over twenty years, from a turnaround of Bell Canada's western division to an operations run at Fully Managed, the MSP where IT Glue was born and that went on to sell to TELUS for $137 million.
The hardest stretch of that ride is the one a lot of MSP owners are living right now: the messy middle between $1M and $5M, where referrals stop being enough and you have to change how the business actually runs. I've made that change from the inside, more than once.
Now I help MSP owners and operations leaders do the same with less guesswork, using systems already proven in real shops. The order never changes: People, then Process, then Technology.
Results
What MSP Leaders Say
"EC partnered with Todd to work on improving our operational best practices for our dispatch/ticketing process. We expanded that mandate to tighten up our accuracy and efficiency company-wide when it became clear that he had a depth of knowledge and experience that could be put to use at a wider scope. We gained measurable increases in our ticket response times, single ticket resolution, and customer satisfaction."
Stacey Jamison
CEO, EC Managed IT
"Working with Todd was fantastic! As a mid-size MSP, we identified a need to enhance our internal processes to continue to deliver service excellence and we were really impressed by Todd's knowledge and understanding. He provided us with excellent actionable opportunities to improve and the results have been outstanding."
Tristan Warner
Co-Founder & CTO, eNerds
"Working with Todd created a ton of value for my team and I. We are leveraging the tools we had more effectively. The team feels more organized, less stressed, and service metrics have improved."
Charmis De Boer
Vice President, Innovative Networks
Free download
The 30-Minute Escalation Cheat Sheet
Stop letting tickets sit in queues while your team guesses what to do next. This one-page cheat sheet gives your techs a clear, repeatable escalation path so problems get to the right person in 30 minutes or less.
- Clear escalation tiers with time triggers
- Decision criteria for when to escalate vs. keep working
- Ready to print and pin next to every tech's monitor
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Ready to build operations that actually work?
Whether you want 1:1 consulting, group coaching, or a place to start learning, there's a way to work together.