MSP Recruiting — When Should New Talent Recruitment Begin?

In the MSP world, talent is everything. Your ability to deliver consistent, high-quality service to clients depends entirely on the people behind the tools, the processes, and the service stack. That’s why Essential 3 — the framework used to guide MSP maturity — emphasizes Growth in your MSP. And when it comes to people, one truth stands above the rest: Recruiting never stops.

The pursuit of individuals who align with your culture, strengthen your team, and elevate your service delivery is a continuous effort—not an event triggered only when a role opens.

High performers are rare. Only about 15–20% of people are true overachievers, and an even smaller percentage will fit your values, have the right technical background, and understand the MSP business model. Because of this scarcity, MSPs that recruit proactively consistently outperform those that hire only reactively. One bad hire can temporarily damage culture—or in worse cases, cripple a service-driven organization. MSPs can’t afford that. The more intention and rigor you apply to hiring, the better your chances of adding people who elevate the business rather than slow it down.

Active vs. Passive Recruiting for MSPs

Recruiting in an MSP environment falls into two categories: active and passive. Mature MSPs use both.

Active Recruiting

Active recruiting occurs when there is an open seat to fill. This includes:

• Screening resumes

• Conducting structured interviews

• Validating technical proficiency

• Assessing communication skills

• Ensuring cultural alignment

  
  

Usually, this happens when someone leaves the company or you’re adding a new role because of growth. Active recruiting is essential—but it’s reactive by nature.

Passive Recruiting

Passive recruiting is where most MSPs gain an edge. This happens long before a position opens. You’re constantly networking, noticing standout talent, engaging with industry professionals, watching for people who reflect your values, and building relationships. If the right person comes along, you either:

• Make room for them, or

• Add them to your virtual bench for future consideration

  
  

Passive recruiting is strategic. It’s long-term. And it’s what keeps MSPs from scrambling when a critical engineer or account manager leaves unexpectedly.

The Virtual Bench: An MSP’s Secret Weapon

The virtual bench is a curated list of pre-vetted individuals who could become strong future employees. These aren’t just résumés—they are:

• Technicians who demonstrate exceptional client skills

• Account managers with emotional intelligence

• Engineers who document well and think proactively

• Leaders who take ownership and elevate team performance

  
  

Your virtual bench is your list of candidates when there is an open role. These candidates have already passed initial cultural, relational, and skill-based filters, reducing hiring time, lowering risk, and improving overall fit within your MSP.

Building a virtual bench is part of the E3 mindset: build intentionally, not reactively.

Why Continuous Recruiting Matters in an MSP

Being understaffed can impact customer service. Being overstaffed hurts margins. Being staffed with the wrong people hurts everything.

Recruiting must be treated as a core, ongoing business function—just like sales, operations, or finance. MSPs with a strong recruiting culture:

• Grow more consistently

• Deliver a better client experience

• Maintain healthier margins

• Preserve stronger internal culture

• Reduce firefighting and employee turnover

  
  

Recruiting is not HR’s job—it’s a leadership function directly tied to your MSP’s long-term success.

Conclusion

Recruiting doesn’t start when a seat opens. It starts the moment you commit to building a high-performing MSP. In the Essential 3 (E3) framework, people are a foundational pillar for Growth and Operations. When you recruit continuously, build a virtual bench, and approach talent acquisition with intention, you place your MSP in the strongest possible position to grow—profitably and sustainably.