MSP burnout is a common problem for technicians, managers, and business owners. IT professionals who once enjoyed their work and willingly put in overtime find themselves feeling physically and emotionally exhausted, resentful, disengaged, and less productive after months or years of sustained stress. Many quit, think of quitting, or become "quiet quitters"—doing the bare minimum and continuing to collect their paycheck.

Preventing and resolving MSP burnout is possible. It is also necessary to ensure the longevity and well-being of the business. Effective solutions require getting to the root of the problem(s) that are causing unsustainable levels of ongoing workplace stress. You can then implement strategies to immediately and noticeably improve the health and job performance of each team member and the MSP as a whole.

Top Causes of MSP Burnout and Solutions

The following are six of the top causes of MSP burnout and effective strategies for correcting them.

1. Inefficient Systems

Professionals in the IT industry often use inefficient software solutions that provide a far poorer user experience than the software their clients are using. Additionally, talented IT technicians who start their own MSPs often have no training in business management, which only exacerbates efficiency issues.

MSP managers and owners eventually find themselves fielding calls from leads, clients, and vendors while trying to keep track of 20 different projects and tech issues and 30 open tabs on their computers. It's no wonder they end up feeling frustrated and burnt out!

Solutions:

• Delegate or automate tasks you don't enjoy or that distract you from your core business. Tasks such as sales and vendor calls can be delegated to another person. Bookkeeping, payroll, and document and data aggregation can be automated using software solutions. Each team member should have clearly defined responsibilities and expectations to avoid constant interruptions and improve efficiency, performance, and work enjoyment.
• Consolidate the programs you use into a single interface using a collaboration platform like Thread. Our industry-leading platform centralizes support tickets, task prioritization, scheduling, and client communications so you can do everything you need to do without flicking between tabs. The AI-driven scheduling function is especially helpful for improving efficiency as team members are assigned tickets (“threads”) according to their specialties, in order of priority.

2. Excessive Complexity

Many MSP owners and technicians are finding that the work of a managed services provider is more complex than it used to be. Larger clients, more frequent changes and updates to programs, and more diversity in the technology stacks used by different clients make it difficult to keep up with everything.

Solutions:

• Simplify your offerings. Identify the client size and tech solutions your MSP handles best and focus on those.
• Prioritize solutions that have the highest profit margins and lowest support requirements as these will be the easiest to scale.
• Be wary of overselling. Small clients often only need simple solutions.
• Standardize your technology stack and service operation/SOP for all clients. Give forward notice and a transition period after which the "standard" tech stack and SOP must be adopted by clients who renew their subscriptions.

3. Higher Stakes for Security

Security threats are an increasing concern (and source of stress) for IT services owners as a greater percentage of workplaces adopt cloud-based solutions for their day-to-day operations. Around 94% of companies in the world use the cloud in 2024. While this increases convenience, collaboration, and portability, it also puts vast quantities of sensitive data at risk and makes businesses more vulnerable to the effects of server downtime.

Clients are reliant on MSPs both to prevent downtime at the client's end due to security breaches and network failures and also to ensure that the entire tech stack functions without interruptions from the MSP's end. There is a justified fear of being held liable by clients' insurance companies for the costs of security issues and interruptions to business operations.

Solutions:

• Require all of your clients to adopt your minimum security tech stack when they renew their contracts (after a warning and/or transition period).
• Have a reliable backup system in place (and backups for your backups) to mitigate the effects of service outages and ensure business continuity for your clients.
• Focus on fewer vendor solutions and become experts in their operation and maintenance (quality over quantity).

4. Difficult Clients

This may actually be #1 on many MSP's "stress lists." Clients who are constantly unsatisfied, changing their minds, or asking for services that are not part of their managed services agreement (MSA) end up becoming a drain on the MSP's time and resources and add an unnecessary layer of stress and frustration. Solving this problem alone is often enough to reduce stress and improve job satisfaction in MSPs.

Solutions:

• Create an Ideal Customer Profile (ICP) if you don’t have one already. Include psychographics in this document. These graphics outline the kinds of personal preferences and values that characterize people who would be especially receptive to your MSP’s offerings.
• Set clear Service Legal Agreement (SLA) expectations. Don't accept clients who won't agree to your terms.
• Establish clear and effective communication by meeting your clients where they work (e.g. Teams, Slack, etc.). This is one of the top benefits of integrating Thread into your tech stack.
• Identify and discontinue clients who cause more trouble for your MSP than they're worth. The improvement in morale and work enjoyment will more than make up for the lost income and may end up helping you make more income through improved performance and the acquisition of new clients who are more lucrative and pleasant to work with.

5. Labor Shortages

The supply of sales professionals, technicians, and engineers hasn't met demand as the need for computer support grows exponentially, and we've seen hiring challenges forcing current MSP technicians and managers to work long hours to keep up with the workload. Working longer hours ultimately backfires, however, as the lack of sleep, exercise, adequate nutrition, and downtime hampers IT professionals’ ability to think clearly and worsens job performance.

Solutions:

• Improve efficiency by automating routine functions and consolidating programs as described above. Thread, for example, increases efficiency by 80% by automating several routine tasks with Magic AI, including task categorization and prioritization, time entries, and summarizing chats with clients. Give technicians and managers the tools they need to do their best work and eliminate bottlenecks.
• Improve relationships within the current team by adopting effective communication strategies and cultivating a supportive environment. This can include things like speaking more slowly and clearly, practicing reflective listening, asking questions before jumping to conclusions, and providing specific and timely feedback.
• Hold periodic team-building activities to improve teamwork and morale.
• Respect employees' off time so they can recharge fully and come back to work with renewed energy and motivation.

6. Suboptimal Work and Lifestyle Habits

Many of the same factors that lead to burnout (working long hours, frequent interruptions, and emotional stress) often lead to the development of unhealthy lifestyle habits that further impact well-being. Establishing healthier lifestyle habits should be seen as going hand in hand with workflow improvements, as both are necessary for improving well-being and job enjoyment long-term.

Solutions:

• Incorporate active time outdoors every day to improve energy and sleep quality. A brisk 10-minute walk after each meal is doable even for busy technicians and managers and allows you to meet the FDA's 150-minute weekly exercise recommendation.
• Drink plenty of water, flavored with lemon or mint if desired.
• Eat nourishing meals. Cook healthy meals in bulk on the weekends and freeze them if you work long hours during the week.
• Get the required 7-9 hours of sleep. Going outside during the day, working near a window, exercising, and turning off screens before dinnertime will help you drift off to sleep faster and wake up feeling more refreshed.
• Breathe deeply. Taking deep breaths intentionally calms the stress response and activates the parasympathetic nervous system and feelings of calm.
• Adopt more effective work habits, such as tackling the hardest task first, removing distractions, and taking periodic breaks to do some chair exercises.
• Look away from the screen periodically to reduce eye strain. Health experts recommend looking at something 20 feet away for 20 seconds every 20 minutes.
• Give yourself and your employees margin when accepting projects and setting deadlines. Allowing time and space for unforeseen delays reduces stress and frees up mental space for better decision-making.

Definition and Symptoms of Burnout

You probably have a fair idea about what constitutes "burnout" if you're reading this article. However, familiarizing yourself with the symptoms of burnout will help you recognize the signs in your team and make the necessary changes in your MSP before the situation becomes harder to fix.

The WHO defines burnout as an occupational phenomenon that arises as a consequence of "chronic workplace stress that has not been successfully managed." 

The three symptoms that characterize workplace burnout, according to the WHO, are:

1. Exhaustion or energy depletion
2. Mental distance, negativity, or cynicism regarding work
3. Lowered professional efficacy

Note:

If you are experiencing unusually severe and ongoing fatigue (a common symptom of what is referred to as "adrenal fatigue" as well as conditions like chronic fatigue, fibromyalgia, and others) in addition to simply feeling "over it," it is important to see a medical professional who is experienced with fatigue conditions. He or she may recommend specific tests, lifestyle changes, and personalized treatments to help you manage or improve your symptoms.

Where to Get Help

MSP burnout is a very real and serious problem. The good news is that you don't have to fight burnout alone. Countless MSP owners, managers, and employees have experienced burnout before, and many have found effective strategies that helped them come out the other side much happier and healthier than before.

If you or any of your team members are experiencing symptoms of burnout, seek help from colleagues, a mentor, online forums, or a mental health professional. The earlier you deal with the problems, the faster your work enjoyment and satisfaction will improve.

MSP Burnout Isn't the End

Occupational burnout is common in MSP technicians, managers, and owners. Inefficient systems, increased complexity, security challenges, labor shortages, and difficult clients are just a few factors that add layer upon layer of stress and frustration to already-stretched teams and push them closer to breaking point.

A few strategic adjustments to your offerings, tech stack, onboarding requirements, and client portfolio are often the most effective ways to lighten the mental load enough to turn the situation around. Coupled with the development of lifestyle habits that support physical and mental health, you should soon begin to see a light at the end of the tunnel.