Stop Hiring Techs - Start Hiring Trusted Advisors!

Great MSPs don’t win on tech alone. They win on trust, and that starts with the people you bring into your team.

Let’s be honest: standing out as an MSP is getting harder. Everyone’s got the stack, the certifications, the slick portal, the same 24/7 helpdesk promise.

But clients aren’t just comparing products. They’re comparing people. And if your engineers feel like faceless ticket-takers instead of strategic partners, you’re going to lose the room — and the renewal.

 That’s why it’s time to stop hiring techs. Start hiring trusted advisors.

The Shift: From Fixers to Relationship Builders

Think about your highest-performing team members.

They’re not just technically solid — they’re intuitive. They read between the lines, anticipate client needs, and handle difficult conversations without breaking a sweat.

These are the people who:

• Make clients feel seen, not sold to.

• Guide conversations, not just follow scripts.

• Think ahead to prevent fires, not just put them out.

And here’s the kicker — that kind of performance doesn’t show up on a CV. It shows up in mindset.

What Today’s Clients Really Want

Let’s decode the subtext behind every client interaction:

• “Do you really understand our business, or are we just another ticket?”

• “Can I trust you to be honest, even when it’s uncomfortable?”

• “Will you own the outcome, or just escalate the issue?”

 The days of hiding behind the helpdesk are over. Clients want collaborators, not just contractors.

How to Spot a Trusted Advisor in Interviews

Smart MSPs are rethinking their interview process to catch the people who own the room and the responsibility.

Ask about real conflict: “Tell me about a time a client was upset — what did you do, how did it go, and what happened next?”

Look for storytelling, not just stats: Can they explain a tricky problem clearly? Do they show empathy? Do they own both the issue and the resolution?

Assess commercial awareness: “Have you ever had to balance a technical recommendation with a budget or business constraint? What did you do?”

You’re looking for ownership, not blame-shifting. Proactivity, not defensiveness. Clarity, not jargon.

Trusted Advisors Think Like This:

• “How does this issue affect the client’s business, not just their systems?”

• “What’s the human impact of this downtime?”

• “Can I frame this recommendation in a way that supports their goals?”

If your candidates aren’t thinking at this level, they’re not ready for a seat at the client table.

Real-World Prompt That Works

Here’s one of our favourite interview prompts (borrow it, use it, love it):

“Tell me about a time you had to give a client bad news. How did you prepare for it? What did you say? What happened afterwards?”

You’ll learn everything you need to know about:

• Communication style

• Empathy levels

• Ownership mindset

• Ability to recover trust

Trusted advisors don’t just “keep clients updated.” They know how to handle the moments that matter.

Building a Culture That Supports Trusted Advisors

Hiring is just the beginning. To retain these relationship-driven stars, you need to support them.

That means:

• Giving context: Share the “why” behind each client account, not just the ticket history.

• Encouraging learning: Build pathways for engineers to understand commercial, compliance, and client success strategies.

• Celebrating the soft stuff: Shout out wins where trust was earned, not just tech fixed.

A client who feels heard is more loyal than a client who just got fast support.

Business Case: Why It Pays Off

We worked with an MSP who decided to shift from “stack-first” hiring to “strategy-first” hiring. Instead of only prioritising certifications, they started screening for communication, confidence, and curiosity.

Within six months, their NPS jumped 18 points. Two of their engineers were brought into strategic account meetings. One became a client liaison, and is now being trained as a future Account Manager.

It wasn’t a hiring risk. It was a recruitment evolution.

Final Thought

In 2025, clients aren’t just looking for providers. They’re looking for partners who get it — who align with their goals, who speak their language, and who don’t flinch when conversations get difficult.

The MSPs that thrive will be those who stop hiring to fill seats… …and start hiring to earn trust.

That’s the real differentiator.

 Want help hiring people who do more than fix — people who foster trust and take ownership?

 👉 Let’s talk hiring strategy

Wildcat Careers helps UK-based MSPs recruit standout people who support clients, strengthen culture, and shift your business forward.

Because your next hire shouldn't just solve problems. They should become the reason your client doesn’t even consider leaving.