MSP Mastery: Ctrl-Alt-Deliver

Jeni Clift, Nick Clift
  • 0.0 (0)
  • Management

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. 4d ago

    The Modern MSP Architecture: Sales, Finance, System, and AI

    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 special panel episode, we are joined by three industry experts to answer a fundamental question: If you were starting an MSP from scratch today, what would it look like? Our panel includes Aaron Smith from Morphability, Ryan Spillane from 360 Consulting, and Tas Gray from Axiom IT. Each guest brings a unique lens to the table, from sales and marketing strategy to financial resilience and the cutting edge of AI-driven operations. This isn't just a theoretical exercise; it is a masterclass in building a business that is profitable, scalable, and built for the future. What makes this conversation particularly relevant for MSP owners is the focus on building strong foundations before adding complexity. We explore the essential financial rules that protect cash flow, why your brand must sound human in an AI-driven world, and how to use automation to support your team rather than replace them. Here is what we covered together: ✅ The 2026 MSP Blueprint: Our panel designs a hypothetical modern MSP from the ground up, focusing on niche positioning and a productised service offering. ✅ Spend the Ten Grand: Ryan Spillane shares a critical lesson on business structure, explaining why an upfront investment in a proper partnership deed is the best insurance a business owner can buy. ✅ Authenticity in an AI World: Aaron Smith warns against the "copy and paste" epidemic in marketing and explains how to use AI for structure while keeping your final voice authentic and local. ✅ The Three Numbers that Matter: A deep dive into the financial metrics every MSP leader should track weekly to ensure profitability and long-term sustainability. ✅ AI First Operations: Tas Gray shares practical use cases for AI, including how his team built a Claude Skill to review documentation and automate the quality control of internal processes. ✅ Standardise Before You Automate: Why great automation starts with great documentation, and how to use AI to keep your SOPs current and reliable. ✅ The Human Element of Service: Why the help desk remains the face of your business and how to use automation to free your team up for higher value customer interactions. ✅ Sales Strategies for Growth: Aaron Smith breaks down the simplest, most credible way to generate leads today by solving specific business problems rather than selling technical tools. 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. Connect with our guests: Aaron Smith LinkedIn Page: https://www.linkedin.com/in/morphabilityas Ryan Spillane LinkedIn Page: https://www.linkedin.com/in/fuzzyaus/ Tas Gray LinkedIn Page: https://www.linkedin.com/in/tasgray 👉 Read more episode notes here: https://mspmastery.blog 👉 Listen on YouTube: https://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: https://instagram.com/mspmastery

    1h 18m

  2. Jun 29

    Why People and Relationships are the Real Future of MSP: A Conversation with Brenton Johnson

    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 Brenton Johnson, Managing Director of Uptake Digital. Brenton has built a strong reputation for helping small and mid-market organisations get real value from cloud, security, and smarter technology decisions. He is a practitioner who thinks differently, cares deeply about culture, and invests heavily in people, which makes his journey highly relevant for any MSP owner looking to scale without losing the human side of service. What makes Brenton’s story particularly relevant for MSP owners is his focus on becoming the "least valuable person" in his business. We explore the strategic decisions behind building a team of experts, the importance of "manufactured gaps" in customer service, and why leaning into a niche is more powerful than trying to be incrementally better than the crowd. Here is what we covered together: ✅ Becoming the Least Valuable Person: How Brenton took five weeks off and discovered the business could run successfully without him, and why that is the ultimate goal for every owner. ✅ Manufactured Gaps and Cultural Stories: A masterclass in empathy where a technician suggested a stressed client stop for a cup of tea, and why Brenton now writes these stories down to preserve the "why" of his business. ✅ Leadership and Emotional Self-Awareness: The hard work of catching yourself before you react, building vulnerability-based trust, and managing the HR challenges that come with growth. ✅ Don’t Be Better, Be Different: Why Brenton challenges the "commodity" mindset and explains that technical capability alone cannot beat a deeply understood niche. ✅ Neurodiversity as a Superpower: A candid conversation on the "Gold in the ADHD brain" and why the traits that cause friction in school are often the exact ones that drive entrepreneurial success. ✅ Investing in Internal Growth: Why promoting from within and training leadership skills is the most reliable way to build a high-performing and loyal team. ✅ Vendor Relationships and Win-Win outcomes: How treating vendors as true partners and understanding their incentives leads to better results for the MSP and the client. ✅ The Value of Being a Country MSP: Why lean, empathetic, and relationship-driven "country values" have helped Uptake Digital stand out in a crowded metropolitan market. 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 Brenton and Uptake Digital visit: uptakedigital.com.au Brenton Johnson LinkedIn Page: linkedin.com/in/brentonjohnson 👉 Read more episode notes here: mspmastery.blog 👉 Listen on YouTube: youtube.com/@MSPMastery 🎧 Listen on Spotify: open.spotify.com/show/4gftErFYrR8F80kthgvFbs 🎧 Listen on Apple Podcasts: podcasts.apple.com/us/podcast/msp-mastery-ctrl-alt-deliver/id1828105793 📸 Follow on Instagram: instagram.com/mspmastery

    58 min

  3. Jun 22

    Tas Gray on Building, Productising, and Selling an MSP Side Hustle

    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 Tas Gray, founder of Axiom IT and the creator of MSP Magic. With decades of experience in software development and managed services, Tas has successfully navigated the journey many MSP owners dream of: identifying a gap in the market, building a product to solve it, and achieving a successful exit. What makes Tas’s story particularly relevant for MSP owners is his candid reflection on the reality of the side hustle. We explore the strategic decisions behind starting a separate venture, the tipping point where an internal tool becomes a marketable product, and the personal toll of running a service business and a SaaS company simultaneously. Here is what we covered together: ✅ Identifying the Gap: How the release of Microsoft 365 Business Premium and Intune created a greenfields opportunity for multi tenant management. ✅ Internal Tool to Global Product: Why Tas decided to capitalise on his internal solutions to create a product for the entire industry rather than keeping innovations to himself. ✅ The Reality of Competition: How to stay focused when open source and free alternatives enter your market and light a fire under your development. ✅ Strategic Funding and Risk: Why separating the side hustle from the MSP financially was a critical move to protect both businesses. ✅ The Acquisition Journey: The process of selling to Hornet Security and how to assess a buyer’s culture to ensure a successful exit. ✅ The Personal Cost of Hustle: An honest look at the chronic stress and cortisol levels that come with dual leadership, and why decompression is vital. ✅ Lessons in Commitment: Why Tas believes that to truly succeed in a new venture, you must eventually move it from a side hustle to the main game. ✅ The Identity Shift: Navigating the emotional transition of selling your "baby" and finding purpose after a major business exit. 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 Tas and Axiom IT visit: axiomit.com.au Tas Gray LinkedIn Page: linkedin.com/in/tasgray 👉 Read more episode notes here: mspmastery.blog 👉 Listen on YouTube: youtube.com/@MSPMastery 🎧 Listen on Spotify: open.spotify.com/show/4gftErFYrR8F80kthgvFbs 🎧 Listen on Apple Podcasts: podcasts.apple.com/us/podcast/msp-mastery-ctrl-alt-deliver/id1828105793 📸 Follow on Instagram: instagram.com/mspmastery

    46 min

  4. Jun 15

    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

  5. 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

  6. 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

  7. 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

  8. 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
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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
    47
  • Rating
    Explicit
  • Copyright
    © 2026 MSP Mastery: Ctrl-Alt-Deliver
  • Show Website
    MSP Mastery: Ctrl-Alt-Deliver