Jason P.

I help MSPs run tighter operations. That means a service desk that isn't always on the back foot, billing that takes hours not days, and reporting you can actually run the business on. I have 15+ years in managed services, including running a managed services division and a global support team. Most of the MSPs I work with don't have a tools problem, they have a process problem the tools have baked in. Tickets handled differently depending on who picks them up, SLAs nobody's measuring, onboarding living in someone's head, agreements set up three different ways, and a monthly invoice check that eats a week. I've been on the other side of all of that, so I know where to look and what to fix first. What I do MSP operations and process A review of how your service desk, projects, billing and account management actually run day to day, then fixing the gaps. Ticket flow, dispatch, SLAs, escalations, time tracking, client onboarding and offboarding, and getting the team working the same way every time. Built around ITIL, but kept practical for the size of business you are. ConnectWise PSA (Manage) Setup, clean-up and health checks. Service boards, statuses, SLAs, workflow rules, agreements, additions, charge rates, time entry and invoicing. Also migrations between PSA platforms. Billing and agreements Recurring billing, prepay and block hours, agreement profitability and invoice templates. If your billing run is painful, this is usually where I start. Reporting BrightGauge dashboards, SQL reports, utilisation, SLA performance, profitability and exec reporting. Automation and integrations Workflows, PowerShell, Rewst, webhooks and API scripts connecting your PSA to accounting, distributors and Microsoft 365. One recent job recalculated billing on 800+ tickets in a single run. AI on the service desk Ticket triage, summaries, tidying up tech notes and simple chat assistants, using OpenAI and Azure OpenAI. Not an MSP? The same problems turn up in any service business running tickets, time and billing across tools that don't talk to each other. I also build integrations, automations and small custom apps for agencies, consultancies and internal IT teams. Recent builds include a licence and asset tracking app, MCP servers linking AI tools to business systems, and a guest Wi-Fi platform. I mostly work in Python, TypeScript, React and Supabase.