The MSP Security Playbook | A Podcast from Heimdal

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The MSP Security Playbook is the go-to podcast for managed service providers ready to scale smarter, boost profitability, and lead with next-gen cybersecurity solutions. Brought to you by Heimdal Security, each episode delivers practical strategies, expert interviews, and real-world examples to help MSPs cut through the noise, eliminate inefficiencies, and future-proof their business. Tune in for industry insights, interviews with top MSP mentors and consultants and tactical frameworks you can apply today. Whether you're evolving from reactive support to strategic advisory or navigating the latest in AI and automation, this is your playbook for MSP success. Subscribe now and stay ahead of the curve. Learn more about Heimdal at https://heimdalsecurity.com

Episodes

  1. 5D AGO

    From IT Provider to Strategic Partner: Customer Success for MSPs with Luis Giraldo

    Welcome back to the MSP Security Playbook, powered by Heimdal Security, the unified, AI-driven cybersecurity platform designed to help MSPs streamline operations and scale profitably. In this episode, host Jacob Hazelbaker is joined by Luis Giraldo, Chief Evangelist at ScalePad and seasoned MSP operator, to tackle a crucial mindset shift: moving beyond tools and tickets toward customer success. Luis shares why MSPs can no longer afford to think only about their stack or efficiency. Instead, the future belongs to those who deeply understand their clients’ businesses, align technology with outcomes, and position themselves as strategic advisors. Plus, Luis takes on the MSP Hot Seat, answering how to start implementing customer success without a dedicated role. You’ll also hear from Adam Pilton in the Threat Briefing, where he breaks down how the Interlock ransomware group crippled St. Paul, MN, and why MSPs are a prime target for double-extortion attacks. If you’re ready to elevate your MSP from “the IT guy” to trusted business partner, this episode is a playbook you won’t want to miss. Got a question for the MSP Hot Seat or a topic you’d like covered? Drop us a line; we’d love to hear from you. Chapter Markers: 02:10) Threat Briefing: Interlock ransomware cripples St. Paul, MN (07:08) Why Customer Success Matters More Than Sales (13:30) Breaking Out of the Commoditisation Trap (18:20) Shifting Cybersecurity Conversations from Tools to Risk (25:48) What Thriving MSPs Do Differently (27:50) MSP Hot Seat: How to Implement Customer Success Without Hiring a Role (29:37) Play-by-Play: Jacob’s Key Takeaways Useful Links: Connect with Luis Giraldo on LinkedIn  Visit the ScalePad Website Explore Heimdal’s platform at heimdalsecurity.com Follow Jacob for more cybersecurity insights on LinkedIn For more from Adam connect via LinkedIn

    32 min

  2. AUG 13

    Love Sales or Lose Deals: The MSP Sales Mindset with Michael Bakaic

    Welcome back to the MSP Security Playbook, brought to you by Heimdal Security, the unified, AI-powered cybersecurity solutions provider helping MSPs streamline operations and grow stronger security businesses. In this episode, host Jacob Hazelbaker is joined by Michael Bakaic, founder of Iceberg Cyber, to tackle one of the most dreaded yet most critical parts of running a successful MSP: sales. Michael shares how he went from hating sales to building an entire business around helping MSPs fall in love with it. You’ll hear a proven playbook for generating leads from scratch, warming up cold outreach, and getting your sales message to land, all while staying true to your founder-led brand. If sales has ever felt like guesswork, rejection, or a necessary evil, this episode is your reset. As always, we kick things off with the latest Threat Briefing from Heimdal’s cyber advisor and former cyber detective, Adam Pilton, who breaks down the evolution of ransomware into full-blown quadruple extortion attacks and how to protect your MSP from becoming the next headline. If you enjoy the show, be sure to follow MSP Security Playbook on your favorite podcast platform, leave us a review, and share this episode with a fellow MSP who’s ready to close more deals. Got a question for the MSP Hot Seat or a topic you’d like covered? Drop us a line; we’d love to hear from you. Chapter Markers: (02:08) Threat Briefing: Ransomware’s quadruple extortion playbook  (08:48) Why MSPs need to love sales  (11:35) Michael’s 3 lead magnet types for converting cold leads (15:53) Scaling sales without losing your founder touch (23:47) Why cold emails fail  (24:11) How to leverage LinkedIn to build lukewarm leads (26:57) MSP Hot Seat: Breaking through outbound fatigue (33:05) Play-by-Play: Jacob reflects on the big takeaways from Michael’s approach Useful Links: Connect with Michael Bakaic on LinkedIn  Visit the Iceberg Cyber Website Explore Heimdal’s platform at heimdalsecurity.com Follow Jacob for more cybersecurity insights on LinkedIn For more from Adam connect via LinkedIn

    37 min

  3. JUL 30

    From Breach to Breakthrough: How a Ransomware Attack Transformed Fusion Cyber Group with Dan Di Pisa

    Welcome to another episode of the MSP Security Playbook, brought to you by Heimdal Security — the unified, AI-powered cybersecurity platform that helps modern MSPs win. This week, host Jacob Hazelbaker is joined by Dan Di Pisa, President & CEO of Fusion Cyber Group, for a powerful and eye-opening conversation about the realities of cybersecurity in the MSP space. Dan shares the moment that changed everything — a client ransomware breach that not only jeopardised business operations but also led him to absorb the ransom cost himself. What followed was a complete transformation of his business model, evolving from a traditional MSP into one of Canada’s most cyber-forward MSSPs. From dealing with threat actors on the dark web, to identifying the biggest red flags MSPs miss, to building a truly layered security strategy — this episode is a masterclass in what it means to take ownership, learn hard lessons, and come back stronger. Whether you're just starting to explore cybersecurity services or you're in the trenches every day, Dan's story will challenge you to rethink your own approach — and inspire you to lead with resilience. Also on this episode, Adam Pilton breaks down a pair of high-priority SharePoint exploits that allow attackers to execute code with zero user interaction. Learn what’s at risk, how threat actors are already abusing these flaws, and the urgent steps MSPs must take to secure client environments — including patching, rebooting, and rotating machine keys. If you found value in this episode, don’t forget to follow MSP Security Playbook on your favorite podcast platform, leave a review, and share it with a fellow MSP. Got a hot seat question or a topic you want covered? We’d love to hear from you. Chapter Markers: (02:04) Threat Briefing: Critical SharePoint vulnerabilities (03:52) Meet Dan Di Pisa: From IT service manager to MSP founder (06:15) The 2015 Ransomware Breach That Changed Everything (10:27) Paying the Ransom: Taking responsibility and earning client trust (16:59) Hiring & Tools: Finding the right people and the right platforms (20:31) Speaking in ROI: How to communicate value to your clients (24:19) MSP Hot Seat: The most overlooked red flag in client environments (25:57) Play-by-Play: Jacob reflects on Dan’s insights and story Useful Links: Connect with Dan Di Pisa on LinkedIn  Visit the Fusion Cyber Group Website Explore Heimdal’s platform at heimdalsecurity.com Follow Jacob for more cybersecurity insights on LinkedIn For more from Adam connect via LinkedIn

    30 min

  4. JUL 16

    Turning Compliance from a Cost into a Competitive Edge with Dustin Bolander

    Welcome back to the MSP Security Playbook, brought to you by Heimdal Security — the unified, AI-powered cybersecurity solutions provider that helps MSPs grow stronger and more secure. In this episode, host Jacob Hazelbaker is joined by Dustin Bolander, founder of Beltex, a specialist in insurance and compliance for professional service providers. Together, they tackle one of the most dreaded — yet potentially most powerful — aspects of running an MSP: compliance. Far from being just a checklist headache or sales hurdle, Dustin argues compliance can become a catalyst for growth, deeper client engagement, and new revenue streams. Whether you’re wondering how to navigate HIPAA, avoid the pitfalls of CMMC, or use compliance frameworks to lock in client loyalty, this episode has you covered. If compliance has ever felt like a burden, Dustin will help you see it as a strategic advantage that sets you apart from every “patch report” competitor in the market. In this week's Threat Briefing, Adam unpacks a critical new Cisco vulnerability: a hardcoded root account in Unified Communications Manager (UC) servers that gives attackers instant SSH access — no passwords or MFA required. Tune in to hear why patching and isolating voice systems should be your top priority. If you found this episode helpful, please follow MSP Security Playbook on your favorite podcast app, leave us a review, and share it with another MSP looking to turn compliance into their secret growth weapon. Have a question for the MSP Hot Seat or a topic you want us to tackle next? Drop us a line — we’d love to hear from you. Chapter Markers: (02:04) Threat Briefing: Cisco UC server backdoor lets attackers log in with hardcoded root (05:17) The compliance gold rush: CMMC, HIPAA, and overlooked opportunities (08:58) Turning compliance from a checkbox into a sales differentiator (13:14) Common compliance mistakes: DIY disasters and reinventing the wheel (16:55) The insurance 101 for MSPs: Cyber vs. Tech E&O (20:06) How to future-proof your MSP for compliance (without last-minute panic) (25:35) Streamlining compliance without it becoming a full-time job or sales blocker (28:32) Play-by-Play: Building client cadence & loyalty through compliance Useful Links: Connect with Dustin Bolander on LinkedIn Visit the Beltex Website Explore Heimdal’s platform at heimdalsecurity.com Follow Jacob for more cybersecurity insights on LinkedIn For more from Adam connect via LinkedIn

    31 min

  5. JUL 2

    The Hidden Costs of Tool Sprawl & The AI Tsunami Facing MSPs — with Kevin Lancaster of Channel Program

    Welcome to another episode of the MSP Security Playbook, brought to you by Heimdal Security—the unified, AI-powered cybersecurity solutions provider that helps MSPs streamline operations and grow more profitable security businesses. In this episode, host Jacob Hazelbaker sits down with Kevin Lancaster, founder of Channel Program, a platform designed to give MSPs and vendors the data they need to make smarter, faster decisions. Kevin’s seen this industry from all sides—as a founder, investor, and advisor—and today he pulls back the curtain on the operational headaches that are quietly draining MSP profits. From why 97% of MSPs still rely on Excel spreadsheets to track their tech stacks to how AI attacks are evolving faster than ever, Kevin offers hard truths and practical insights that could save your MSP serious time, money, and stress. Finally, on this week's Threat Briefing, Adam breaks down a chilling zero-click iCloud exploit that installs spyware on Apple devices without the user even tapping a link. Learn how it works, why it’s so dangerous, and the urgent steps MSPs must take to protect clients before the July 7th federal compliance deadline. If you enjoyed this episode, make sure to follow MSP Security Playbook on your favourite podcast app, leave us a review, and share it with a fellow MSP who needs to hear this. Got a question for the MSP Hot Seat or a topic you want covered? Drop us a line—we’d love to hear from you. Chapter Markers: (01:39) Threat Briefing: A zero-click iCloud exploit, spyware on iPhones, and urgent patch advice (07:20) Tool Sprawl & Fatigue: Why hundreds of tools lead to chaos (09:14) Kevin’s Top 3 Tips: Reducing redundancy, preparing for compliance, and mastering costs (14:34) AI Attacks & The New Reality: From 18-hour persistence to 18-day nonstop intrusions (17:01) The Next-Gen MSP: AI, commoditisation, and why platforms will dominate (20:17) MSP Hot Seat: What’s the #1 metric to watch daily? (22:27) Play-by-Play: Jacob’s key takeaways on outdated processes and the crushing complexity MSPs face Useful Links: Connect with Kevin Lancaster on LinkedIn Visit the Channel Program Website Explore Heimdal’s platform at heimdalsecurity.com Follow Jacob for more cybersecurity insights on LinkedIn For more from Adam connect via LinkedIn

    26 min

  6. JUN 18

    From Frankenstack to Framework: How MSPs Can Build Simpler, Smarter Security with Ross Brouse

    Welcome back to the MSP Security Playbook, presented by Heimdal Security — your partner in unified, AI-powered cybersecurity solutions. This podcast helps managed service providers (MSPs) cut through the noise, eliminate inefficiencies, and build stronger, more profitable security businesses. In this episode, host Jacob Hazelbaker sits down with Ross Brouse, president and COO of Continuous Networks. Ross, a seasoned MSP leader with over 25 years of experience, shares how MSPs can break free from bloated “Frankenstacks” and instead lead with simplicity, strategy, and security rooted in risk frameworks. They explore how to communicate cybersecurity in ways clients actually understand, especially in complex, regulated industries like healthcare. Ross introduces his creative “Taco” branding approach, his team’s unique Cyber Score Assessment, and why talking risk — not tech — is the real key to client engagement and retention. Plus, don’t miss this week’s Threat Briefing with Heimdal Security cybersecurity advisor and former cybercrime Detective Sergeant Adam Pilton, spotlighting a highly targeted trust exploit in Salesforce systems and what you can do to safeguard your clients today. If you’ve ever struggled with tool sprawl, agent fatigue, or justifying your stack to clients — this one’s for you. If you enjoy this episode, leave us a review and share it with a fellow MSP. Have a burning question for the MSP Hot Seat? Send it our way! Chapter Markers: (01:42) Threat Briefing: Salesforce impersonation scam by UNC6040 and the dangers of trust-based exploits (05:44) Speaking the Client's Language: From HIPAA misperceptions to why clients don’t get IT (10:01) Where MSPs Go Wrong: Frankenstacks, tool bloat, and forgetting the client’s workflow (12:13) Culture & Simplicity: Operational clarity as the key to airtight security (16:00) Advice for New MSPs: Start with a framework and never let money lead your stack (21:23) Talk Risk, Not Tech: The universal language of decision-makers (22:43) MSP Hot Seat: All-in-one or best-of-breed? Ross weighs in on integration strategy Useful Links: Connect with Ross Brouse on LinkedIn Visit Continous Networks Website Explore Heimdal’s platform at heimdalsecurity.com Follow Jacob for more cybersecurity insights on LinkedIn For more from Adam connect via LinkedIn

    28 min

  7. JUN 4

    Systemise to Scale: Marketing & Mindset Shifts for MSP Growth with Paul Green

    Welcome back to the MSP Security Playbook, powered by Heimdal Security — your partner in unified, AI-powered cybersecurity.  In this episode, host Jacob Hazelbaker is joined by Paul Green, founder of MSP Marketing Edge and host of the popular MSP Marketing Podcast. Paul has helped hundreds of MSPs ditch random acts of marketing in favor of a systemised, scalable approach to lead generation and client conversion. Whether you're struggling to sell cybersecurity services to non-technical decision makers or just feeling stuck in reactive sales mode, this conversation is packed with actionable insight. Paul breaks down his 3-step marketing system, explains why MSPs must shift from technician to business builder, and shares the one thing he’d do in his first 30 days if launching a new MSP. If you're ready to build marketing momentum and close better-fit clients, this episode is for you. Don’t forget to follow and review the show — and share it with an MSP who needs a smarter go-to-market strategy. Chapter Markers: (01:57) Threat Briefing: Silent Ransom Group’s social engineering scam targeting law firms (06:09) Why MSPs struggle with sales and how to build a repeatable system (07:45) The 3-Step System: Build Audiences, Grow Relationships, Convert Leads (09:15) Evolving Your Mindset: From techie to CEO to growth driver (17:26) Starting from Zero: What Paul would do in his first 30 days as an MSP (21:03) Play-by-Play: Jacob reflects on Paul’s top takeaways (23:03) MSP Hot Seat: How to justify cybersecurity costs to skeptical clients Useful Links: Connect with Paul Green on LinkedIn Visit MSP Marketing Edge Website Explore Heimdal’s platform at heimdalsecurity.com Follow Jacob for more cybersecurity insights on LinkedIn For more from Adam connect via LinkedIn

    26 min

  8. MAY 21

    MSPs in 2025: Reinventing the Modern IT Business with Nigel Moore

    Welcome to the first episode of the MSP Security Playbook, brought to you by Heimdal Security — the unified, AI-powered cybersecurity solutions provider.  This show is designed to help managed service providers (MSPs) cut through the noise, streamline operations, and grow more profitable security businesses. In this episode, host Jacob Hazelbaker sits down with none other than Nigel Moore, founder of The Tech Tribe, to discuss the evolving role of MSPs in a rapidly transforming digital world. With over 20 years of experience, Nigel shares hard-won insights into the challenges and opportunities MSPs face today—from shifting beyond break-fix to strategic advisory, to leveraging AI, to developing the soft skills that matter most. If you enjoyed this episode, make sure to follow MSP Security Playbook on your favorite podcast app, leave us a review, and share it with a fellow MSP who needs to hear this.  Got a question for the MSP Hot Seat or a topic you want covered? Drop us a line — we’d love to hear from you. Chapter Markers: (02:17) Threat Briefing: Why routers are becoming security liabilities (06:32) Meet Nigel Moore (07:07) Then & Now: How the MSP industry has changed (and hasn’t) (13:39) MSP Identity Crisis: How to evolve your mindset as a founder (17:28) The AI Opportunity: Consulting, continuity, and becoming a business enabler (25:08) Future-Proofing Your MSP: Building a leadership mindset and success roadmap (27:22) Play-by-Play: Jacob reflects on his conversation with Nigel Moore (28:32) MSP Hot Seat: Transitioning from IT support to consulting Useful Links: Connect with Nigel Moore on LinkedIn Visit The Tech Tribe Website Explore Heimdal’s platform at heimdalsecurity.com Follow Jacob for more cybersecurity insights on LinkedIn For more from Adam connect via LinkedIn

    32 min

  9. SEASON 1 TRAILER

    The MSP Security Playbook is Coming Soon

    The MSP Security Playbook is the go-to podcast for managed service providers ready to scale smarter, boost profitability, and lead with next-gen cybersecurity solutions. Brought to you by Heimdal Security, each episode delivers practical strategies, expert interviews, and real-world examples to help MSPs cut through the noise, eliminate inefficiencies, and future-proof their business. Tune in for industry insights, interviews with top MSP mentors and consultants and tactical frameworks you can apply today. Whether you're evolving from reactive support to strategic advisory or navigating the latest in AI and automation, this is your playbook for MSP success. Subscribe now and stay ahead of the curve. Learn more about Heimdal at https://heimdalsecurity.com

    1 min

Trailer

About

The MSP Security Playbook is the go-to podcast for managed service providers ready to scale smarter, boost profitability, and lead with next-gen cybersecurity solutions. Brought to you by Heimdal Security, each episode delivers practical strategies, expert interviews, and real-world examples to help MSPs cut through the noise, eliminate inefficiencies, and future-proof their business. Tune in for industry insights, interviews with top MSP mentors and consultants and tactical frameworks you can apply today. Whether you're evolving from reactive support to strategic advisory or navigating the latest in AI and automation, this is your playbook for MSP success. Subscribe now and stay ahead of the curve. Learn more about Heimdal at https://heimdalsecurity.com

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