The demand for advanced cybersecurity services is growing, but Managed Service Providers (MSPs) are failing to capitalize on it. The main reason is the shortage of specialized personnel. Without engineers experienced in complex environments, many IT service companies are forced to turn down lucrative contracts or subcontract, reducing their margins and market competitiveness.
Automation and XDR as patches for the talent shortage 🔧
To mitigate this gap, MSPs are adopting Extended Detection and Response (XDR) platforms and Security Orchestration, Automation and Response (SOAR). These tools centralize alerts and automate responses, reducing the operational burden. However, implementing them requires personnel who understand network architectures, telemetry, and correlation rules. Without that knowledge, automation only accelerates chaos. The real solution involves investing in internal training and talent retention.
The intern who promised to patch everything and left mid-afternoon 😅
In the end, the master plan of some MSPs is to hire a recent graduate with a quick firewall course and hope they stop a ransomware attack. The result is often a client paying for advanced protection and receiving a free antivirus and a ticket that has been open for three months. Meanwhile, the star technician leaves for a company that actually pays what they are worth. Market ironies.