“You don’t build a business. You build people, and people build the business.” – Zig Ziglar
Your people are your power, especially in the world of managed service providers. When customers are relying on you to keep their tech ticking and their teams productive, your support team can make all the difference.
But let’s be honest: building a team that consistently hits targets, meets service level agreements (SLAs), and delivers top-tier service delivery takes more than hiring a few talented individuals. It’s about giving them what they need to thrive: clear goals, the right tools, and an environment where high performance becomes second nature.
Whether you’re growing your team or fine-tuning the one you have, here are seven steps to help you build a high-performing support team.
There’s no shortage of talent in the MSP world, but if your support team is stuck using clunky systems or spending hours on repetitive admin, even the best teams will struggle to do their job well.
The right tools should make life easier, not harder. Whether it’s automating common workflows, giving teams a clear view of users and assets, or helping you manage SLAs without endless chasing, a well-designed platform can lift a lot of the day-to-day pressure. It also means your team can focus more on resolving issues and less on wrestling with spreadsheets or chasing status updates.
As one of our MSP customers shared:
“We saw a real return on investment from Sunrise within the first year. The business doubled in size, but thanks to the automation we’ve put in place, it’s saved us needing to hire five more people — that’s made a huge difference.”
It’s not about flashy features or overcomplicated systems. It’s about giving your team the support they need to work smarter and deliver great service consistently.
Support teams perform better when they know what success looks like and can see their progress in real time. That’s where clear, measurable goals come in.
With the right tools in place, you can:
Monitor average resolution times
Track first-time fix rates
Align targets with SLA commitments
Create dashboards that show progress at a glance
With Sunrise, it's easy to bring this kind of visibility into everyday operations, turning abstract goals into something tangible and motivating.
SLAs shouldn’t just be a box-ticking exercise. When used properly, they help your support team focus on what matters most, stay on track, and deliver a service your clients can rely on.
With the right setup, SLAs become much easier to manage. Automated tracking helps your team stay ahead of potential breaches, recurring issues are easier to spot, and reporting across different clients becomes far less of a chore.
Delivering excellent support is a team sport, and shared knowledge is everything. When teams can easily access the information they need, collaboration gets a whole lot smoother.
Strong collaboration relies on having:
Access to ticket histories and previous resolutions
The ability to tag colleagues or reassign requests with full context
A shared knowledge base everyone can contribute to
Visibility of asset relationships and configuration items across users
Sunrise makes it simple to keep everyone on the same page. This means reducing duplication, speeding up handovers, and helping teams stay aligned, wherever they’re working from.
Performance isn’t just about reacting quickly. It is also about understanding what is working well, what is slowing your team down, and where improvements can be made over time.
Having access to meaningful data helps you spot trends in ticket volumes, identify common issues by category or client, and keep an eye on SLA breaches and what is causing them. You can also monitor technician workload, resolution times, and customer satisfaction scores to get a fuller picture of how your service is performing.
With the right insight, it becomes much easier to tackle problems before they start repeating themselves or quietly grow into something bigger. Sunrise makes this easier through SDI-accredited reporting, giving your team access to reliable, relevant information that supports service improvement without the need for spreadsheets or guesswork.
Did you know? MSPs that review performance metrics weekly report a 23 percent improvement in SLA compliance year on year (Kaseya, 2023).
You can’t build a high-performance team if they’re burned out. Performance and wellbeing go hand in hand.
We’re not here to tell you how to run your people strategy, but the right tools can help ease the pressure with:
Automation that removes repetitive admin
Self-service that deflects common tickets
Workload visibility to spot over-stretched techs early
Smart escalation paths that prevent pile-ups
And when your team has the breathing space to focus on high-value work? That’s when performance really shines.
AI-powered chatbots are becoming a core part of the modern MSP toolkit, and they’re not here to replace your team, but to support them.
Whether it’s logging incidents, surfacing knowledge articles, or providing real-time updates, a well-trained chatbot can help reduce ticket volumes and speed up resolution without disrupting how your team works.
Check out for our blog on how MSPs can utilise chatbots to enhance service delivery.
A high-performing support team is not built overnight. It takes the right platform, clear processes, and a work environment where people can genuinely do their best. But it is achievable, and the impact it has on your service delivery, customer satisfaction, and internal morale is well worth the effort.
At Sunrise, we have worked with MSPs of all shapes and sizes, supporting teams as they grow, adapt, and raise the bar on what good support looks like. Whether you are aiming to improve efficiency, meet SLA targets more consistently, or simply make day-to-day work smoother for your technicians, we are here to help you get there.
Want to give your support team the tools they need to succeed? Explore how Sunrise helps managed service providers deliver smarter support.