MSP Mastery: Ctrl-Alt-Deliver

Jeni Clift, Nick Clift
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Welcome to Ctrl-Alt-Deliver: MSP Mastery — the podcast for IT leaders, MSP owners, and service delivery professionals who want to elevate performance, improve processes, and stay ahead in the fast-changing managed services landscape.

  1. 3d ago

    Sales as a Team Sport: Moving Beyond Founder Led Heroics with Nicky Miklós

    Welcome to MSP Mastery: Ctrl-Alt-Deliver Podcast, the podcast for MSP owners and leaders who want to build a better MSP; one that actually works for them. I am Jeni Clift, joined by my husband and long time business partner, Nick Clift. Together, we unpack what is really working in thriving MSPs, including insights from the trusted partners who support them. In this episode, we are joined by Nicky Miklós, a sales leadership strategist, coach, author, and host of the Smart Business Growth Podcast. Nicky has more than 20 years of experience helping businesses build smart sales systems and confident leaders. She was also instrumental in our own journey at DWM Solutions, helping us transform our sales team into a high performing engine. What makes Nicky’s perspective so valuable for MSP owners is her focus on healthy hustle, the idea that you can achieve strong commercial results without sacrificing your wellbeing or the health of your team. We explore how to move away from being a hero founder and how to build a sales culture where growth is everyone’s responsibility. Here is what we covered together: ✅ The sales team sport mentality: Why growth should never sit entirely on the owner’s shoulders and how to involve different roles across the business in the sales process. ✅ The death of the information giver: Why being a source of data is no longer enough in the age of AI, and how to transition into a decision facilitator for your clients. ✅ Building bidirectional trust: The counter intuitive leadership tactic of paying staff to exercise during work hours to drive stronger efficiency and deeper loyalty. ✅ Moving beyond cowboy culture: How to shift from a figure it out as you go approach to an aligned system using playbooks, capability lifts, and structured methodologies. ✅ The human proof advantage: Why leaning into imperfection, like raw videos or unscripted voice notes, builds more trust in 2026 than polished corporate content. ✅ Sales rhythms and benchmarks: Why you need clear benchmarks of success and regular checkpoints to maintain consistent momentum without micromanaging. ✅ The growth set point: Understanding that the strategies that got your MSP to its current size are likely the same things holding you back from the next level of growth. ✅ Non attachment to outcomes: How to stay disciplined with your sales activity and follow ups without taking individual no’s personally. We created this podcast to share the real conversations and lessons we wish we had more of while running our own MSP; practical insights from people who understand the challenges of this industry. For more about Nicky visit her website page: nickymiklos.com 👉 Read more episode notes here: mspmastery.blog 👉 Watch the full video on YouTube: youtube.com/@MSPMastery 🎧 Listen on Spotify: Spotify 🎧 Listen on Apple Podcasts: Apple Podcasts 📸 Follow on Instagram: instagram.com/mspmastery

    1 hr

  2. Jun 8

    From Reactive Owner to Strategic CEO: How Louie Kouvelas Scaled Two Businesses with EOS, Sales Systems and Focus

    Welcome to MSP Mastery: Ctrl-Alt-Deliver Podcast, the podcast for MSP owners and leaders who want to build a better MSP; one that actually works for them. I am Jeni Clift, joined by my husband and long time business partner, Nick Clift. Together, we unpack what is really working in thriving MSPs, including insights from the trusted partners who support them. In this episode, we are joined by Louie Kouvelas, Managing Director of Discover IT and Infocom Software. With more than two decades of experience across managed services and software development, Louie has built two successful businesses that work side by side to help organisations improve their technology, operations and outcomes. What makes Louie's story particularly relevant for MSP owners is his journey from being deeply involved in the day to day to becoming a more strategic leader. We explore the role EOS played in creating accountability, how he overcame the common MSP challenge of building a sales engine, and why some of the toughest leadership decisions are often the most important. Here is what we covered together: ✅ From Technician to CEO: Why business owners must stop solving every problem themselves and focus on the bigger picture if they want sustainable growth. ✅ Running an MSP and Software Company Together: How Discover IT and Infocom Software create value through alignment, partnerships and a customer first mindset. ✅ EOS in Action: How implementing EOS helped create accountability, structure and clarity across both businesses. ✅ The Right People Challenge: Why leadership maturity sometimes means helping people find success somewhere else when they are no longer the right fit. ✅ Building a Sales Engine: The lessons learned from failed sales hires and why processes need to come before hiring a BDM. ✅ Creating Predictable Growth: How structured lead generation, sales accountability and long term planning transformed the business pipeline. ✅ Avoiding Shiny Object Syndrome: Why successful leaders learn what to say no to and stay focused on their long term vision. ✅ Leading Remote Teams with Accountability: How scorecards, KPIs and clear expectations create trust without micromanagement. We created this podcast to share the real conversations and lessons we wish we had more of while running our own MSP; practical insights from people who understand the challenges of this industry. For more about Louie and Discover IT visit: discover.com.au Louie Kouvelas Linkedin Page: https://www.linkedin.com/in/louie-kouvelas/ 👉 Read more episode notes here: mspmastery.blog 👉 Watch the full video on YouTube: youtube.com/@MSPMastery 🎧 Listen on Spotify: https://open.spotify.com/show/4gftErFYrR8F80kthgvFbs 🎧 Listen on Apple Podcasts: https://podcasts.apple.com/us/podcast/msp-mastery-ctrl-alt-deliver/id1828105793 📸 Follow on Instagram: instagram.com/mspmastery

    54 min

  3. Jun 1

    Why Sleep and Biological Focus are your Secret MSP Operational Advantage with Sally Duxfield

    Welcome to MSP Mastery: Ctrl-Alt-Deliver Podcast, the podcast for MSP owners and leaders who want to build a better MSP; one that actually works for them. I am Jeni Clift, joined by my husband and long time business partner, Nick Clift. Together, we unpack what is really working in thriving MSPs, including insights from the trusted partners who support them. In this episode, we are joined by Sally Duxfield, a neurobiology expert and high performance coach who helps leaders understand the science behind their own decision making. Technical proficiency is vital, but if you are leading a team while cognitively depleted, you are creating an operational risk. We explore how to protect your "six second leadership window" and how to design a work day that respects your brain's natural energy waves. Here is what we covered together: ✅ The Six Second Rule: Why leadership actually happens in a tiny window of time and how sleep deprivation turns a thoughtful response into a reactive flash. ✅ Sleep as an Operational Metric: Why running an MSP on adrenaline and late nights is a business risk, not a badge of honour. ✅ The Overwhelmed Brain vs ADHD: Understanding why many adults feel distracted and how "pressure" mimics neurodivergence. ✅ Gamification and Focus Sprints: Practical tactics to use 15 minute sprints and micro rewards to beat the distracted brain and improve team throughput. ✅ The Impact Model: How to use your "Activation" window for courageous conversations and strategic thinking before your energy battery runs low. ✅ Protecting the Triage: Moving low value interruptions to specific times so your high value brain power is reserved for what actually moves the needle. We created this podcast to share the real conversations and lessons we wish we had more of while running our own MSP; practical insights from people who understand the challenges of this industry. For more about Sally and her work visit: sallyduxfield.com 👉 Read more episode notes here: mspmastery.blog 👉 Watch the full video on YouTube: youtube.com/@MSPMastery 🎧 Listen on Spotify: https://open.spotify.com/show/4gftErFYrR8F80kthgvFbs 🎧 Listen on Apple Podcasts: https://podcasts.apple.com/us/podcast/msp-mastery-ctrl-alt-deliver/id1828105793 📸 Follow on Instagram: instagram.com/mspmastery

    1h 2m

  4. May 24

    Why MSP Success Is No Longer About the Tech: An Episode Review with Jeni Clift and Nick Clift

    Welcome to MSP Mastery: Ctrl Alt Deliver Podcast, the podcast for MSP owners and leaders who want to build a better MSP; one that actually works for them. I am Jeni Clift, joined by my husband and long time business partner, Nick Clift. Together, we unpack what is really working in thriving MSPs, including insights from the trusted partners who support them. In this episode, we take a deep dive back into previous conversations to pull out the "gold" from our guest episodes. We revisit the wisdom shared by Guy Newton, Anna and Liam Furlong, and Kultar Khatra. The theme for today is clear: technical skill is now just the baseline. What separates the best MSPs is how they create human connection, lead meaningful business conversations, and think about impact beyond the ticket. Here is what we covered together: ✅ Human Experience as the Differentiator: Why how you make clients feel is what they actually remember. ✅ Context over Coverage: Why the "smartest" tech in the room still needs to ask clarifying questions to understand the business impact. ✅ Impact Beyond the Client: Understanding the "client’s client" and protecting the systems that keep their revenue flowing. ✅ The Art of the Ticket Close: How to ensure a client feels heard and satisfied, not just "notified" that a ticket is done. ✅ AI as a Door Opener: How to use AI to start strategic conversations without needing to be a developer. ✅ Culture Under Pressure: Real stories of how transparency and teamwork save the day when major outages happen. We created this podcast to share the real conversations and lessons we wish we had more of while running our own MSP; practical insights from people who understand the challenges of this industry. 👉 Read more episode notes here: mspmastery.blog 👉 Watch the full video on YouTube: youtube.com/@MSPMastery 🎧 Listen on Spotify: MSP Mastery on Spotify 🎧 Listen on Apple Podcasts: MSP Mastery on Apple Podcast 📸 Follow on Instagram: instagram.com/mspmastery

    45 min

  5. May 17

    Why MSP Growth Starts With Community with Jake Webber-Cadby

    Welcome to MSP Mastery: Ctrl Alt Deliver Podcast, the podcast for MSP owners and leaders who want to build a better MSP; one that actually works for them. I’m Jeni Clift, joined by my husband and long time business partner, Nick Clift. Together, we’ve spent decades building, scaling, and eventually exiting our own MSP business. In this episode, we sit down with Jake Webber-Cadby from Inforcer, one of those people in the MSP channel who brings both big vendor experience and a genuinely practical view of what MSPs need to succeed. With a background that includes Datto, ConnectWise, and now Inforcer, Jake has spent years working closely with MSPs and understanding the realities of the industry from both the commercial and operational side. Jake shares his journey into the MSP space, from a sports focused upbringing and dreams of professional golf through to building a career in the channel. We explore what makes the MSP industry so unique, why community matters more than ever, and how relationships, events, and peer networks can create real momentum for business growth. We also unpack the challenges MSPs face when adopting new tools, navigating Microsoft’s moving partner landscape, and making sure technology investments actually deliver value. Here is what we covered together: ✅ How Jake’s career began through family connections and an introduction to Datto ✅ What makes the MSP community so unique and why peer support matters ✅ Why MSP owners need to go where their clients gather instead of waiting for growth to happen ✅ How events, communities, and real conversations help build stronger business relationships ✅ Why so many MSPs underuse the tools they buy and what successful adoption looks like ✅ The importance of clear onboarding, ownership, and accountability when bringing in new technology ✅ Why MSPs need to be intentional about the tools they choose and the clients they serve ✅ How to stay on top of Microsoft changes and make better use of partner relationships We created this podcast to share the real conversations and lessons we wish we’d had more of while running our own MSP, practical insights from people who understand the challenges, pressures, and opportunities in this industry. 👉 Connect with Jake Webber-Cadby on LinkedIn: Jake Webber Cadby 👉 Learn more about Inforcer: Inforcer 🎧 Listen to other MSP Mastery Podcast episodes here: mspmastery.blog 🎧 Listen through YouTube Podcast here: YouTube Podcast 📸 Follow on Instagram: instagram.com/mspmastery ▶️ Subscribe on YouTube: youtube.com/@MSPMastery

    46 min

  6. May 10

    The Traineeship Strategy: Building a Team That Stays and Grows with Nathan Gemmill

    Welcome to MSP Mastery: Ctrl-Alt-Deliver Podcast, the podcast for MSP owners and leaders who want to build a better MSP; one that actually works for them. I’m Jeni Clift, joined by my husband and long time business partner, Nick Clift. Together, we’ve spent decades building, scaling, and eventually exiting our own MSP business. In this episode, we sit down with Nathan Gemmill, someone we have known since he joined us straight out of high school as a trainee. Over the years, we watched Nathan grow from a junior team member into a confident and capable IT professional, making this a deeply personal and insightful conversation about career development in the MSP industry. Nathan shares his journey from school leaver to experienced technician, reflecting on the value of learning on the job, the importance of having the right support around you, and why curiosity can be one of the greatest assets in a technology career. We also explore the realities of bringing trainees into an MSP, how to help them succeed, and why creating a culture where people can make mistakes and learn from them is essential for long term success. Here is what we covered together: ✅ How Nathan’s IT career began with one unexpected conversation at a service station ✅ Why traineeships can be a powerful long term strategy for MSPs ✅ The importance of buddy mentors, structure, and support in the early days ✅ Why curiosity, hands on learning, and real world experience matter so much in IT ✅ How to build a workplace culture where mistakes are owned, communicated, and resolved ✅ The differences between MSP life and internal IT roles ✅ Why training the trainer can help build stronger teams and future leaders We created this podcast to share the real conversations and lessons we wish we’d had more of while running our own MSP, practical insights from people who understand the challenges, pressures, and opportunities in this industry. 👉 Connect with Nathan Gemmill on LinkedIn: Nathan Gemmill 👉 Learn more about GMHBA: GMHBA 🎧 Listen to other MSP Mastery Podcast episodes here: mspmastery.blog 📸 Follow on Instagram: instagram.com/mspmastery ▶️ Subscribe on YouTube: youtube.com/@MSPMastery

    47 min

  7. May 3

    The Growth Trap with Brendan Rose: Why Hiring and Hoping is Costing Your MSP

    Welcome to MSP Mastery, the podcast for MSP owners and leaders who want to build a better MSP; one that actually works for them. I’m Jeni Clift, joined by my husband and long time business partner, Nick Clift. Together, we’ve spent decades building, scaling, and eventually exiting our own MSP business. In this episode, we sit down with Brendan Rose, a true veteran of the Adelaide MSP scene and business consultant at Morphability. Brendan brings over 20 years of experience across sales, operations, and executive leadership, offering a unique perspective on what it actually takes to scale a team without burning through cash. Brendan shares the hard truths about the growth paradox, why simply hiring a BDM to sell more often fails, and why building the map before you hire the person is the only way to set them up to succeed. We also dive into the idea of breaking up marriages, and why your next high value client is likely sitting in your competitor’s portfolio right now. Here is what we covered together: ✅ Why hiring a salesperson without a plan is the fastest way to waste money ✅ The breaking up marriages model and how to disrupt the bond between your competitor and your future client ✅ Why your next customer is not sitting at MSP industry events and where you should be showing up instead ✅ The lead generation trap and why you need to fix your internal sales engine before chasing volume ✅ The first sales hire and why the owner must stay close for longer than they think ✅ Sales versus operations and how to align delivery capacity so growth does not break your business We created this podcast to share the real conversations and lessons we wish we’d had more of while running our own MSP, practical insights from people who understand the challenges, pressures, and opportunities in this industry. 👉 Connect with Brendan on LinkedIn: Brendan Rose 👉 Learn more about Morphability: morphability.au 🎧 Listen to other MSP Mastery Podcast episodes here: mspmastery.blog 📸 Follow on Instagram: instagram.com/mspmastery ▶️ Subscribe on YouTube: youtube.com/@mspmastery

    58 min

  8. Apr 26

    The Second Deal Trap and the Six Month Slump with Ryan Fuzzy Spillane

    Welcome to MSP Mastery, the podcast for MSP owners and leaders who want to build a better MSP; one that actually works for them. I’m Jeni Clift, joined by my husband and long time business partner, Nick Clift. Together, we’ve spent decades building, scaling, and eventually exiting our own MSP business. In this episode, we sit down with Ryan Fuzzy Spillane, CEO of 360 Consulting and a long time MSP operator turned trusted adviser. Ryan has been on both sides of the table, completing multiple acquisitions and then living through the integration journey after a major exit. Ryan shares the hard truths MSP owners need to hear about acquisitions, valuation, and what really happens after the deal is signed, including the moment many owners do not expect: the six month mark can be the lowest point when you still carry responsibility but no longer have control. Here’s what we covered together: ✅ Why your second acquisition is often your most dangerous ✅ Why product revenue adds little to business value, and why recurring revenue changes the valuation conversation ✅ Why you cannot acquire when your leadership team is already at full capacity ✅ What sellers need to tighten up before an exit, including agreements, financial clarity, and documentation ✅ The post sale reality and how to prepare for what comes next We created this podcast to share the real conversations and lessons we wish we’d had more of while running our own MSP, practical insights from people who understand the challenges, pressures, and opportunities in this industry. 👉 Connect with Ryan on LinkedIn: Ryan Fuzzy Spillane 🎧 Listen to other MSP Mastery Podcast episodes here: mspmastery.blog 📸 Follow on Instagram: instagram.com/mspmastery ▶️ Subscribe on YouTube: youtube.com/@mspmastery

    53 min
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About

Welcome to Ctrl-Alt-Deliver: MSP Mastery — the podcast for IT leaders, MSP owners, and service delivery professionals who want to elevate performance, improve processes, and stay ahead in the fast-changing managed services landscape.

Information

  • Creator
    Jeni Clift, Nick Clift
  • Years Active
    2025 - 2026
  • Episodes
    44
  • Rating
    Explicit
  • Copyright
    © 2026 MSP Mastery: Ctrl-Alt-Deliver
  • Show Website
    MSP Mastery: Ctrl-Alt-Deliver