At Kaseya Connect Global 2025, the main stage was on fire — figuratively and literally — as the Emmy-nominated host of “Hot Ones,” Sean Evans, brought his signature “hot seat” interview style to the IT industry. His guest: Gary Pica, Kaseya’s Chief Community Officer and one of the most recognized voices in managed services. With no topic off-limits and a lineup of scorching hot sauces, the session delivered business insights, leadership lessons and a lot of sweating in equal measure.
The calm before the sauce
Before the heat truly kicked in, the session began with laughs and personal anecdotes:
- Favorite TV show? Pica said he is a big fan of “The Office,” calling it the one show he’ll never get tired of.
- Last meal on Earth? A hearty helping of bone-in veal parm and banana cream pie from the legendary Chef Vola in Atlantic City. “It’s not just food, it’s an experience,” he joked.
- Favorite hometown flavor? Pica gave a shoutout to New Jersey’s iconic Taylor Ham (or Pork Roll, depending who you ask) and brought the local pride with him to the stage.
- Unexpected twin moment? At one point, Evans and Pica realized they were dressed nearly identically. “They’re twinning!” an audience member called out.
The conversation quickly turned to Kaseya’s culture and exponential growth. Pica pointed out how Kaseya has grown from $100 million to $1.5 billion in annual recurring revenue, crediting their people-first hiring philosophy: “Hire for aptitude first, culture second and technical skills third. Skills can be taught, aptitude can’t.”
Real Talk: Undervalued IT, SMB security and AI risks
As the sauces got hotter, the insights got deeper.
Pica warned MSP owners against spending too much time in the weeds of technology while neglecting the business side. “You’re not just techs, you’re businesspeople in this business,” he emphasized. He also challenged MSPs to charge appropriately for their services, saying, “Too many of you are undervaluing yourselves.”
Security came into sharp focus as well. Pica noted that many small and midsize businesses suffer from a false sense of safety. “Just because you haven’t had a breach doesn’t mean you’re secure.”
On AI, he was both excited and cautious. “AI has the potential to create tremendous opportunity for those who are prepared, but it also threatens our ability to distinguish truth from fiction and has made identity theft even easier. We need guardrails.”
Leadership lessons from the warehouse
Pica’s most formative leadership lesson didn’t come from a boardroom; it came from unloading trucks in a clothing warehouse as a college student. “I was rushing through the job, and someone told me, ‘You don’t do the work because someone’s watching. You do it because it’s your job.’ That stuck with me.”
He discussed the concept of “upper limits,” how some people stop progressing once they hit a level of success. “If you get stuck, you need people around you who will be honest with you. That’s how you grow.”
A vision for the future: The ‘gold rush’ of IT
Despite the intensity of the sauces, especially “Da Bomb Beyond Insanity” and the final “Last Dab,” Pica powered through with passion and clarity. His closing message was full of gratitude and energy:
“Thank you. This community has been so good to me. I can’t believe the career it has provided me. I think this is the gold rush for our business. The last five years have been the best, but I believe the next five will be even better. Let’s do it together.”
Hot tech to match the hot wings: Introducing Kaseya 365 Ops
The main stage wasn’t just about spicy wings. It was also the launchpad for some of the hottest innovations in IT operations, leading with Kaseya 365 Ops.
Kaseya 365 Ops
Officially announced at Kaseya Connect 2025, Kaseya 365 Ops is a complete, unified platform that streamlines IT delivery and integrates the business behind it. It combines AI-powered workflows, automated reporting and all the tools you need to run IT operations in one seamless solution.
What’s included?
- IT documentation: Secure and organize assets, passwords and SOPs for consistent service.
- PSA (professional services automation): Centralize ticketing, billing and CRM for efficient operations.
- Billing and accounts receivable automation: Automate accounts receivable and payment processing for reliable cash flow.
- Quoting and procurement: Streamline sales with automated quote creation and procurement.
- Network discovery and password rotation: Improve visibility and security automatically.
- Employee access and collaboration: Empower teams with shared access to passwords and documentation.
- QBRs (quarterly business reviews) and executive reports: Deliver powerful client-facing reports that demonstrate business value.
With Kaseya 365 Ops, MSPs and IT teams get everything they need without the inefficiency of disconnected tools. It’s a smarter way to drive revenue, reduce cost and scale operations with confidence.
Learn more and discover Kaseya 365 Ops.
Next-gen AI features
AI was the buzzword of the event, and it wasn’t just hype. Kaseya teased upcoming Cooper AI innovations, including:
- Smart SOP Generator v2 (May 15): Auto-records and documents technician activity
- Smart Triage for Autotask (June): Prioritizes tickets intelligently
- Smart Assessment Executive Summary: Summarizes risk and performance
- Cooper Copilot for Datto RMM: Uses AI-driven insights to speed up issue detection and response in Datto RMM
- Cooper Coach: Analyzes historical ticket behavior for future improvements
- Smart Cybersecurity Assistant for SaaS Alerts: Provides real-time AI analysis and guidance for faster threat response
Want more from Kaseya Connect? Explore our full blog series for deeper dives into the tools and strategies that are shaping IT operations in 2025 and beyond.”
