MSP Owner / Leadership

17 skills tagged for this role. New here? See the MSP Owner / Leadership guide for the features and rituals that go with these skills.

Agreement Profitability

When someone wants the effective hourly rate on an all-you-can-eat (fixed-fee) agreement — agreement revenue divided by logged hours — or a scan for loss-making clients.

Automation Opportunity Finder

Mine recent tickets for repetitive manual work, estimate the time each pattern burns, and route every finding to the right fix — flow, intent, RMM policy, monitoring change, or training. Use when asked "what should we automate", "find our zero-touch opportunities", or "where is the team wasting time".

CEO Service Desk Brief

An owner or CEO asks for a review of the service desk — a business-level readout with trends, risks, and a decision to make, no ticket IDs.

COO Ops Review

An ops leader asks what the team is doing well and not so well — an honest, evidence-backed operations review of the service desk.

Daily Leadership Digest

A service leader asks what needs their attention today — escalations, SLA breaches, at-risk clients, and staffing flags in one short daily view.

Exec Weekly Ritual

An owner/exec's weekly 20-minute runbook — exec scorecard, resolve one decision ask, and check what's been escalated to me — run when an exec says "run my weekly", "how's the desk", or on a scheduled Monday flow.

GDAP Relationship Review

Audit the MSP's delegated-admin (GDAP) relationships across client tenants — least-privilege roles, security-group mapping, expiring relationships, and unused access — before an expiry locks the MSP out mid-support. Use for periodic GDAP reviews, "what access do we have to <client>'s tenant", or a GDAP expiry warning.

Incident Commander Brief

An incident commander is taking over a running major incident — assemble everything they need in one read: timeline so far, workstream states, comms state, and the next decision point. Takeover without the 20-minute "so what happened?" retelling.

Major Incident Declaration

Something big is breaking — run the criteria check, declare (or explicitly don't), assign the incident roles, and start the comms clock. The declaration checklist that turns "everyone panicking in chat" into a managed major incident.

Project Profitability

Someone wants to know whether a fixed-fee project is on budget — logged hours versus budgeted hours, burn alerts at 70% and 90%, and documented evidence of scope creep.

PSA Billing Cycle Prep

Month-end billing readiness sweep for any PSA-synced desk — find unposted time, done-but-open tickets, and agreement anomalies before finance pulls the invoice run, so the numbers are clean at the handshake.

Security Defaults vs Conditional Access

Decide whether a tenant should stay on security defaults or move to Conditional Access — and when migrating, sequence it so there is never an unprotected gap. Use for "should <client> turn off security defaults", small-tenant posture questions, or any request that requires a CA exception on a defaults tenant.

Staffing Model Analysis

Someone asks whether the desk is staffed right — ticket arrival patterns by hour and day versus coverage, and where the desk is under- or over-staffed.

Tech Utilization Report

Leadership wants billable utilization per technician — logged billable hours against capacity — with role-aware targets and explicit framing that utilization measures workload economics, not a person's worth. Leadership-only.

Zapier Action Discovery

META skill — before promising any workflow involving an external app, find out whether a Zapier action for it actually exists, what fields it takes, and what it will cost in tasks. Use for "can we integrate with <app>", "does Zapier have an action for X", "what Zapier tools do you have", or as step zero of designing any connector workflow.

Zapier QuickBooks Time & Billing

Push ticket time entries into QuickBooks as Time Activities and draft (never send) an invoice for out-of-contract work, gated by approval. Use for "get this ticket's time into QuickBooks", "bill the out-of-scope work on ticket <number>", or a periodic time-to-billing reconciliation pass.

Zapier Xero Billing

For Xero-shop MSPs — draft (never send) invoices from ticket time entries, and check a client's overdue-invoice standing before dispatching billable work. Approval-gated, draft-only. Use for "invoice the out-of-contract work on ticket <number>", "are they overdue before we do this", or ticket-time-to-Xero reconciliation.