We sat down with Allan and Brian from Agilitec IT, a forward-thinking MSP based in Las Vegas (and recent winners of the Pax8 Partner Hall of Fame Award at Beyond) that’s rewriting the rules for how service providers engage, operate, and deliver value. What started as a traditional managed service practice has transformed into something far more agile, strategic, and client-centric—and their evolution holds powerful lessons for the future of the MSP space.
Ditching the traditional MSP mold: They’ve moved away from the typical “help desk + account manager + QBR” structure and instead focus on direct, strategic engagement with clients.
The help desk is shrinking: Thanks to automation and AI-driven triage, Level 1 support has been dramatically reduced.
Automation + AI = Client Wins: They’re using AI agents to automate internal workflows and help clients build out agents using tools like Microsoft Copilot Studio.
Co-managed is thriving: Many clients want a partner that can act as a strategic advisor to their internal IT team—not just another vendor.
““We flipped the model. Our leadership team leads client strategy, and our technical team supports the execution. The result? Stickier relationships and higher value conversations.” — Allan, Agilitec IT
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Agilitec, now 18 years in business, began with the familiar journey of proactive management and block hours. But around two years ago, they took a hard look in the mirror and began redefining what being an MSP meant for them. “We serve high-touch, discerning clients—from private aviation firms to fine dining and family offices,” Allan explains. “That means we can’t be formulaic. Standardization doesn’t work when every client’s needs are so different.” Instead of sticking to rigid account management models, Allan placed himself back in front of clients. That shift—away from layers of account reps and toward high-level strategic relationships—reconnected the business to its clients and elevated the conversations. |
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Agilitec doesn’t just sell traditional MSP bundles anymore. They’ve repositioned around modular services and specialty expertise, often collaborating with internal IT teams in co-managed environments. “It’s hard to sell the full MSP package—there’s so much trust involved, and clients rarely switch providers unless there’s pain,” Allan says. “Instead, we focus on where we can add value immediately like reselling solutions, tools, advising on AI readiness, or guiding through cybersecurity strategy.” They’ve even shifted internal hiring to prioritize automation engineers and back-end strategists over front-line support. In fact, much of the day-to-day support in co-managed settings is handled by the internal IT team—with Agilitec guiding from a higher vantage point. |
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Rather than scale by hiring dozens of full-time staff, Agilitec has adopted a “consulting collective” mindset. They bring in subject matter experts—whether for marketing, finance, or compliance—on a project or partnership basis.
“The more I can stay in my lane and own the client relationship, the better,” Allan says. “I’d rather keep the company small and agile, and bring in strategic partners who align with our values.”
It’s not just about cost savings—it’s about speed, flexibility, and delivering the best outcomes without being beholden to traditional staffing models. “We can provide them the feel of a very large company, yet we have extreme quality because they are being led by subject matter experts.”
Agilitec emphasized the importance of strategic partnerships over bloated in-house teams. Whether it’s compliance, Azure migration, or low-voltage wiring, they operate like a general contractor—owning the client relationship and outcomes, while partnering with vetted experts to deliver.
““AI won’t replace trust. Clients still want a relationship. That’s the opportunity MSPs should own right now.” — Allan, Agilitec IT
Today’s clients come to Agilitec asking about cybersecurity—not resisting it. And increasingly, they’re asking about AI, too.
“The big shift is from explaining risk to mapping out roadmaps,” Allan notes. “We don’t waste time on scare tactics anymore. Clients understand the stakes—they just want to know what to do next.”
And that’s where tools like CloudCapsule come into play. By automating assessments and aligning results to frameworks like CIS, Agilitec can provide strategic, executive-ready reporting—without burning internal cycles.
But the magic isn’t just in the tool. It’s in the strategy sessions that follow. “We don’t just hand clients a report. We analyze it internally, build a plan, and have a conversation around priorities, risk, and ROI,” Alan emphasizes.
AI has become a gateway for deeper security conversations.
As Brian shared, many clients who previously resisted security best practices (like MFA) are now embracing them because they want to leverage Copilot and other AI tools. This shift is making it easier to implement governance, sensitivity labeling, and DLP policies proactively.
““AI is finally getting clients curious again. And once they’re curious, they’re ready to invest in doing it right.” — Brian, Agilitec IT
Brian, Agilitec’s acting CTO, is laser-focused on what comes next—from building R&D capabilities to hiring team members who thrive in a world of automation and AI.
“The people we’re hiring now are builders, hobbyists—those who find joy in experimenting and growing,” he says. “We need people who can execute on automation, not just traditional infrastructure.”
And as the stack continues to consolidate around Microsoft 365, that focus becomes clearer. “We’ve cut down our tools from 15 to a handful, mostly inside Microsoft. The TCO conversation is powerful, and first-party tools are deeply integrated.”
Agilitec isn’t just tweaking the MSP model—they’re rewriting it. By embracing modularity, elevating client strategy, offloading day-to-day support, and building flexible teams and partnerships, they’re proving that the future of managed services isn’t just about management—it’s about leadership.
As AI changes the landscape and clients demand more strategic value, Agilitec’s model offers a roadmap for others to follow.
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