For MSPs & IT Channel Partners
Kairos: Right People, Right Roles
Build your MSP team at exactly the right time, in the right roles, in just 3 weeks.
£45k-£80k
Cost of one bad hire
6-12 months
Enhance efficiency with cutting-edge methodologies that streamline operations and boost productivity.
3 weeks
To complete clarity on who you need
Why Kairos?
The ancient Greeks had two words for time: Chronos (chronological time) and Kairos (the opportune moment). Hiring isn't just about when you need someone, it's about getting the right person in the right role at exactly the right time. That's Kairos.
The MSP Hiring Problem
Sound familiar?
Great Techs, Poor Client Skills
You hire technically brilliant people who can fix anything, but can't communicate with clients, struggle with documentation, and create more work for you instead of less.
Reactive Heroes, Not Proactive Problem-Solvers
They're amazing in a crisis but terrible at preventing the next one. You need people who build systems, not just fight fires. But how do you spot that in an interview?
They Work IN Your Business, Not ON It
You wanted someone to take ownership and drive improvements. Instead, you got another ticket-taker who waits for instructions. Your MSP isn't growing, it's just getting busier.
STEP 1: Define Your MSP's DNA
Week 1 • Foundation
Company 'WHY' Workshop
Discover what makes your MSP different from the 10,000 other "IT support companies":
Your authentic purpose beyond "fix computers"
The values that should drive every client interaction
Your unique approach to service delivery
Your 'Inside-Out' statement documented
HOWs & Core Values Defined
Define the non-negotiable behaviours that make your MSP unique:
The values that drive every decision
What you'll hire for (and fire for)
Your cultural DNA that can't be copied
Values framework for all hiring decisions
Working Genius Assessment & Workshop
Finally understand WHY some techs thrive and others struggle:
Each team member's natural working patterns
What energises them vs. what drains them
Map current roles against ideal patterns
Identify gaps in your technical capability
Individual profiles & team capability map
A-Player Values Assessment
Objectively evaluate your current team:
Who's aligned with your values?
Who's capable but in the wrong role?
Who's holding you back?
Honest assessment with action plan
STEP 2: Build Your Recruitment Playbooks
Week 2 • Creation
3 Complete Role Playbooks
For your three most critical roles (e.g., Service Desk Tech, Field Engineer, Lead Technician):
Job Advert: Attracts right people, filters wrong ones
Selection Process: Values-based interviews + Working Genius evaluation
90-Day Welcome: Onboarding framework for fast integration
Development Path: Clear progression to keep them growing
Ready-to-use recruitment system
Interview Frameworks
Stop winging it. Use proven questions that reveal:
Technical capability (without just asking cert questions)
Client communication skills
Problem-solving approach (reactive vs. proactive)
Cultural fit with your values
Structured interview guides
STEP 3: Own the System Forever
Week 3 • Implementation
DIY Playbook Toolkit
Create unlimited playbooks for any future role:
Complete templates (fully editable)
Step-by-step creation guide
Working Genius role-mapping method
Values based Interview questions
Never pay for recruitment help again
Values Decision Framework
Use your values for everything:
Quarterly team reviews
Promotion decisions
Performance improvement plans
When to let someone go
Clear decision-making framework
Implementation Guide
We walk you through everything:
How to use all tools and templates
Q&A on your specific situations
Common pitfalls to avoid
Confidence to implement immediately
Pricing
Time Commitment: We'll need 4-6 hours of your time in Week 1, plus access to your team. This is essential, we can't build your tailored WHY and values without you, and we'll need your current job descriptions for the three roles we're creating together.
Kairos: Right People, Right Roles
£4,950
(+ VAT) Payment terms: 50% on booking to secure your slot, 50% on delivery of playbooks in Week 2
Tribal WHY Workshop (4 hours + prep work)
'Inside-Out' statement documentation & visual
Working Genius assessments for up to 10 people (additional assessments can be purchased)
Working Genius Workshop (2 hours)
A-Player Values Assessment
3 complete role playbooks
Tailored job adverts for each role
Selection processes with interview guides
90-day welcome frameworks
Development pathways
DIY toolkit with all templates
Implementation Guide
What Owners Say
Real results from IT service providers who stopped gambling on hiring
"I knew exactly what we we're doing and how we we're doing it. I was lacking the big picture why and without knowing where we were heading I was stuck on who needed on the bus. (#ChrisWords) Working with Ethikai and tracking back to why I started Renada and what we were working towards allowed us to not only provide internal clarity but be intentional with our hiring as we grow."
Connor Fagan, Renada
The Working Genius piece alone was worth it. We immediately understood why our senior tech was brilliant with clients but terrible at documentation. We restructured his role, he's happy, we're happy.
Phil Loyd, Page DAO
I thought I needed to hire expensive senior engineers. Turns out I needed mid-level techs with the right Working Genius pattern. Saved £20k per hire and they're better fits.
Anthony Birone, ElasticIT
Frequently Asked Questions
Is this only for MSPs, or can other IT businesses use it?
While we've tailored this for MSPs, the framework works for any IT channel business: break-fix shops, VARs, SaaS Providers, Vendors, Consultancies, even in-house IT teams. The principles are universal, we just speak MSP language because that's where we see the most pain.
What if we're only 2-3 people? Is this overkill?
Actually, it's MORE critical when you're small. Your first few hires determine whether you scale or stay stuck. One bad hire in a 3-person MSP is devastating. This ensures your first growth hires are right.
Can we do this for non-technical roles too (like admin or sales)?
Absolutely. The framework works for any role. Most MSPs start with technical roles because that's the immediate pain, but we've built playbooks for office managers, account managers, even marketing coordinators. Once you have the toolkit, you can build anything.
What if we're not ready to hire right now?
Perfect time to do this. Building the system BEFORE you're desperate means you'll make better decisions when you do hire. Plus, the A-Player Values Assessment often reveals you need to reorganise current roles before adding headcount.
Do we need the ongoing support, or is that just a money grab?
Genuinely optional. Most MSPs are fully independent after the 3-week project. About 40% take the support for 3-6 months as a safety net during their first few hires, then cancel. It's there if you want it, not required.
What if we've already got playbooks or job descriptions?
Generic playbooks copied from the internet don't work because they're not based on YOUR values or YOUR business needs. This isn't about having documentation, it's about having the RIGHT documentation that actually filters for fit.
How is this different from just using a recruiter?
Recruiters find candidates. This builds the system to evaluate them properly. Most MSPs use recruiters AND still make bad hires because they don't know what they're really looking for. This solves that problem. (Then use recruiters if you want, you'll just be better at choosing.)
Stop Gambling on Your Next Hire
In 3 weeks, the Kairos system will show you exactly who you need and how to find them.