With Managed Service Providers (MSPs), success hinges not only on technical expertise but also on a distinctive company culture and adaptability to evolving work trends. I got the chance to talk with Paul Sponcia, CEO of the IT Company and he shared his journey, and his insights on culture, remote work, and team synergy.
Paul Sponcia's IT journey began in 1994 when he transitioned from corporate America to programming. His entrepreneurial spirit led his commercial software
venture into his first company, which transitioned to an MSP. His current role is CEO of the IT Company in Knoxville, where he has led since 2010.
Cultivating Company Culture
In a competitive IT talent market, Paul's company stands out due to its distinct culture. At the IT Company, they have spent the time and the energy in crafting their vision, purpose, mission, and values. They use strategies outlined by business growth strategist Jim Collins like “BHAG, Hedgehog, and the 20 mile march” to help craft their success and their culture (read more about them here).
“People are the most important thing we have, technology changes all the time but people are constant. So, we are focused on making it a great place to work, where people want to work, and where people want to stay.”
At the IT Company, “5 point alignment" takes center stage, nurturing growth across professional, mental, spiritual, emotional, and physical dimensions. These aren’t just platitudes they put on the wall–The IT Company embodies these and encourages them to bring out the best in their team. One way they do this is by covering the cost of their employees’ gym membership. Paul notes how mental health is very intertwined with physical health. Recognizing that amidst technological shifts, people remain constant, his company strives to make the workplace an appealing and enduring environment.
Navigating the Hybrid Work Landscape
Paul's company adopted a pragmatic hybrid approach that is working for them. Maintaining culture in a remote setting poses challenges, but Paul notes how open communication, performance transparency, and prompt issue resolution are pivotal. Deciding on a hybrid work policy shouldn't be a one size fits all approach. For example, people in sales are more transient in how they work but support may need to be in the office for a couple days. When deciding if a role can be remote or hybrid Paul advises that you consider “what role are you in, what's required of that role and how do you approach that role when not in the office to maintain the level of security required?” That last point is especially important for fellow MSPs.
Paul highlights how some important aspects of collaboration can be lost remotely “There's a tactical sensory feeling of being together and collaborating as a team and getting on whiteboards and writing and you just can’t do that virtually.” There is also a drawback for those entering the field who work exclusively from home. If a new employee runs into an issue there is no coworker to overhear and say, ‘hey hold on I’ve dealt with that issue, put him on hold and come talk to me really quick.’
Precision in Hiring
When it comes to hiring, Paul underscores the seriousness at which he takes the hiring process, shows how intentional they are and how important it is for them to find the right person. The process involves tools like the Predictive Index and Enneagram. There are 6 steps in their hiring process with different team members so that by the end, the potential candidate has been exposed to different people in the organization and shown who The IT Company is. In addition, they exclusively hire locally so that helps with the team dynamic when having a hybrid workforce.
A Purposeful legacy
In closing, Paul revealed that his family and the vision of building an enduring company drive him. He envisions a legacy not only for his family but also for the positive impact his company can have.
At the end of the day, Paul reminds us that there’s more to a thriving MSP world than just the 1’s and 0’s. It's also about building a one-of-a-kind company culture, staying nimble in the face of change, and intentional during your hiring process.
Paul's journey offers some key takeaways: Even with all the tech changes, people are still at the core of everything, so making the workplace a place where everyone thrives and wants to be is key to success. Also, being practical about remote work, being spot-on with hiring, and wanting to make a lasting, positive impact can really make a difference in this super competitive field.
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