MSP Departments and Business Units

How an MSP is organised — service desk, professional services, sales and account management — and the roles that fill each unit.

As MSPs scale, work splits into distinct departments. This section walks through the main business units — the service desk, professional services, and sales and account management — and the industry roles that staff them.

In this section

MSP Service Desk Styles and Operational Maturity LevelsProfessional Services Department: Technical Expertise and Collaboration with the Service DeskSales, Account Management, and Marketing: Driving MSP Growth and Client SatisfactionIndustry Roles & Responsibilities