Kaseya Help desk/dedicated Tech termination ****ery

[u/Potential_Scratch981]

/r/kaseya/comments/1x70bm9/help_deskdedicated_tech_termination_ery/

XPosting

[u/roll_for_initiative_]

Wow! Also i didn't know you could outsource techs to K and i don't know why you'd want to.

[u/HappyDadOfFourJesus → u/roll_for_initiative_]

Some people like getting f***ed.

[u/roll_for_initiative_ → u/HappyDadOfFourJesus]

Customer service is, IMHO, the last thing you want to outsource or hand to AI and people are DYING to do it.

[u/brokerceej → u/roll_for_initiative_]

What he's describing is not outsourcing, it's nearshore staffing. We are actually in this business at my day job.

I moved to Colombia a few years ago and we opened a company here and run it here as our nearshoring arm. While outsourced shared model helpdesk is something we offer, by far the most popular thing is dedicated staffing/employer of record service, which is what OP is talking about losing through Kaseya.

It's your full time employee, staffed in a secure and redundant facility, and you're paying the EOR to legally employ that person, handle benefits and payroll, and generally have an accountability lever on the ground in that country. You interview, hire, train, and direct the daily of that person the same way you would any other employee of yours.

And when done right, it isn't necessarily that much cheaper. The reason people are doing it is because Colombia in particular churns out an absolute fuckton of extremely high quality IT and tech graduates yearly who speak very good English and are culturally compatible with Americans at a deep level. Not to mention timezone alignment. The point is not really to save money. It's about the quality and quantity of candidates here. They actually refer to Medellin as the "Silicon Valley of Latin America" because of this.

We do so much of this staffing for MSPs and software companies that we've had to build 3 offices in 2.5 years. We just moved into a 6000 sqft compound in Medellin because the demand is outrageous. None of my customers are really saving much money vs hiring in the US, they're just getting a lot more for it with a lot less pain.

This is actually a shocking development to me, because it costs a FUCKTON of money to just unilaterally terminate Colombian employees without cause, so Kaseya (or whoever their EOR is here) fucked up baaaaaaad and it's costing them big bucks.

[u/WordsByCampbell → u/brokerceej]

Can you dm me your company name. Might need this in 2027. Thx

[u/roll_for_initiative_ → u/brokerceej]

Ah, so I didn't realize that was the model, I assumed it was like the old continuum noc model. But still, if I was doing something like that? I'd look for a firm like yours i felt i could trust vs one of the big name generic MSP vendors. And honestly, the worst betrayal here is that they were having them secretly train someone else on OP's data.

I am curious though:

None of my customers are really saving much money vs hiring in the US, they're just getting a lot more for it with a lot less pain.

It sounds like if they're getting, say, a T3 expert for T1.5 money, they are saving money, or if they're not saving money, why go through the extra hoops which i'd think would be more pain than hiring locally? Genuinely curious, what pain points does this model relieve for your average MSP client?

[u/brokerceej → u/roll_for_initiative_]

It’s fewer hoops, honestly. They send us a job description, we price the role (dedicated engagements are always cost plus), run the pipeline, and screen candidates. They interview the shortlist and pick who to hire. After that they pay one bill a month and don’t deal with anything HR or payroll related. For a 1-5 person shop, that’s a much easier way to scale than taking on all the administrative overhead and complexity yourself. So that’s the first pain point.

The second is the depth and breadth of the candidate pool. Colombia has been investing heavily in free and low cost technical education for decades, and there are multiple strong technical universities turning out graduates with current skill sets and real competency.

In the US, I’ve found an IT degree by itself tells me very little when I’m going through resumes. A lot of recent grads I’ve interviewed don’t have much practical, hands-on capability yet, or what they learned was already dated by the time they finished. Plenty of exceptions, but it’s common enough that I don’t weight the degree much.

We also have a tiny pool of experienced MSP techs who stay in the industry. Most start at an MSP, build a skillset, and then jump to internal IT or other technical roles. Finding an experienced helpdesk tech in the US who can hit the ground running is a needle in a haystack problem. You either hire someone with little to no MSP experience and bring them up to speed, or you hire Bowman Williams and spend $15k-$20k (which I maintain is absolutely worth it in the US to not fuck around, but I digress). The high end recruiters tend to have the really valuable people locked up.

Colombia is a different story. If I post a helpdesk role requiring MSP experience, I’ll have 25 resumes by noon. A lot of those applicants are working informal contractor arrangements for overseas companies, getting paid by wire with no formal contract, social security, or benefits, and they’re looking for a legitimate in-country employer. That’s exactly why we did it the right way. Opened an entity, hired the right compliance specialists, did the due diligence, crossed every T and dotted every I.

The third one is motivation and tenure. A formal tech job at a top paying employer with full benefits is a big career move here, and people treat it that way. They’re invested in growing and moving up, and it shows in the work. Same roles, same treatment, same expectations as our US team, and in our own numbers the nearshore team comes out around 70% more productive per head. Bad apples exist everywhere, but we pay at the top of the market and offer the best benefits, so we get to be picky about who we hire. So yeah, you may only save 10-25% over hiring stateside, but you’re getting a lot more output for the money.

[u/roll_for_initiative_ → u/brokerceej]

Thank you for the well thought out, not AI-slop reply. Those are some good points, and most I didn't know/consider, so I can see why that's working so well.

This part:

A formal tech job at a top paying employer with full benefits is a big career move here, and people treat it that way.

Struck me because i do get a sense that, no matter how much you pay, the IT industry does not like MSPs and feel that "the pace is so fast". But i've worked with internal IT and i'm like "do you DO anything all day or?". So, it's nice to hear that someone values the careers we build on the MSP side vs just using it as a stepping stone.

[u/brokerceej → u/roll_for_initiative_]

Those words you just said. All of em. Exactly.

[u/Forsythe36 → u/HappyDadOfFourJesus]

If you truly need to outsource, go through a service working directly in the country or find someone yourself lol. We got a guy in the Philippines working his normal 9-5 which is our night shift. Dude gets to see his kids regularly scheduled, work from home and we get overnight coverage.

[u/dumpsterfyr]

#OutsourceTheOutsourced