MSPs are under more pressure than ever. Client expectations are higher, risks are growing and competition keeps heating up. Instead of falling behind, many providers are adapting — rethinking how they work, what they invest in and how to build for the future.
The 2025 Global MSP Benchmark Report offers a clear view of what’s driving success this year. From reshaping internal operations to realigning strategic priorities, here’s how MSPs are going from overwhelmed to optimized.
Burnout is still a problem
MSPs are no strangers to long hours, but the intensity hasn’t eased much.
While some day-to-day workloads are becoming more manageable — technicians working consecutive 50+ hour weeks dropped slightly from 44% in 2024 to 39% this year — 59% of technicians still reported having to work through holidays. Moreover, nearly one in five had to cancel or cut short a vacation due to an IT emergency.
It’s no longer just a question of how much work MSPs can handle but how they structure that work to avoid breaking down in the process.
Fixing what’s slowing them down
Many MSPs are still held back by their tools. Disconnected systems, duplicate data entry and constant context switching continue to drain time and limit scalability.
The biggest bottlenecks?
- 27% reported not using software to its full potential
- 15% said they waste time switching between tools
- 12% complained about a lack of integration across core platforms
It is no surprise that 95% of MSPs now say integrating RMM, PSA, backup and IT documentation is essential. When systems work together, everything from service delivery to scaling becomes easier and more effective.
Adopting smarter strategies for sustainable growth
This shift in mindset is showing up in how MSPs approach growth. Instead of relying on referrals or hoping for organic traction, many are becoming more intentional.
According to the report:
- 53% are exploring M&A to scale faster and stay competitive
- Marketing is among the top three focus areas for more than half of MSP leaders
- 15% are joining peer groups to accelerate learning and avoid common missteps
We’re also seeing MSPs reevaluate where their time and talent go. More are outsourcing specialized tasks like security operations while bringing functions like marketing in-house for better control over their brand and sales strategy.
Embracing AI with a purpose
AI is becoming a useful part of everyday operations.
About 30% of MSPs say AI is helping eliminate repetitive tasks, and 20% report that it is giving them more time to focus on strategy. While some remain cautious about potential security risks, many are already applying AI to automate ticket handling and support advanced threat detection.
The goal is to reduce burnout and shift energy to higher-value work.
Building better, seeing results
From operational fixes to strategic overhauls, MSPs are actively reshaping how they work, where they invest and what they use.
The good news? It’s starting topay off.
More than half say their work-life balance has improved. Revenue is growing in critical areas such as security, cloud management and infrastructure support. And even with rising pressure, many remain optimistic about the future.
Want to see the full picture?
The 2025 Global MSP Benchmark Report includes detailed insights on pricing models, profitability, work-life balance, tech investments and much more.
