Discover how CMIT Solutions of Manhattan scaled their relationship-driven MSP

Hoogtepunten uit de casestudy 

• Doubled revenue through a strategic MSP acquisition and doubled again within three years. 

• Standardized operations on a fully integrated Kaseya platform, leveraging Autotask, IT Glue, Datto, RocketCyber, Inky and SaaS Alerts to improve technician efficiency and scalability. 

• Accelerated ticket resolution with centralized documentation and workflow automation. 

• Strengthened cybersecurity with 24/7 threat detection and automated remediation, using RocketCyber, SaaS Alerts and managed SOC services to identify and contain threats before they impact clients. 

• Improved cyber resilience through proactive backup and recovery, enabling rapid restoration of Microsoft 365 data and helping clients recover from accidental data loss. 

Building a thriving MSP without a technical background 

Leslie Chiorazzi built CMIT Solutions of Manhattan into a successful managed services business despite having what she describes as “zero” technical background. 

“We’re a franchise with 300 locations across the country with about 180 owners,” Chiorazzi explained. “And I love my family, as I call them.” 

When she first entered the industry, even her actual family questioned the move. “My oldest child said, ‘You can’t even fix your phone. What are you doing?’” But Chiorazzi understood something many technology providers overlook: Clients care more about outcomes than technical complexity. 

“Clients don’t really care how it works. They just want it to work,” she said. “If I bring something to the table, I know it’s going to work. I have the right team for it, I have the right partners for it.” 

Over the last ten years, CMIT Solutions of Manhattan steadily evolved from a small operation into a rapidly growing MSP. 

“I didn’t want a thousand customers,” Chiorazzi explained. “I wanted 100 clients that we do everything for.” That relationship-first mindset shaped the company’s culture and long-term growth strategy. 

Growth accelerated after Chiorazzi acquired another MSP nearly three years ago. “He was close to twice the size that I was,” she explained. “And some of his clients have been with him for 25 years. It’s both lucky and beyond fortunate to find someone who completes you but also understands how to serve clients.”  

The acquisition doubled the company’s revenue overnight, and together the combined organization doubled again over the following three years.As the business scaled, the company needed a stronger operational foundation. 

“The only way to scale is to understand who your client is, understand who your team is, and then to build the right culture and have amazing partners and tools,” she explained. 

One integrated platform driving operational efficiency 

Following the acquisition, her team had to support rapid growth while simultaneously migrating multiple environments and toolsets. “We’re gaining more clients, we’re selling like crazy along with migrating all these toolsets,” she said. 

The Kaseya platform became the operational backbone that allowed the company to scale. “I am fully, fully locked into Kaseya products,” Chiorazzi said. “I am Autotask and IT Glue and Datto. We are RocketCyber and Inky and all of the other tools.” 

For CMIT Solutions, platform integration became one of the biggest operational advantages. “I love a universal remote,” she explained. “I want to look at everything in one place.” 

That visibility transformed how technicians supported customers. “One of the biggest benefits when we moved to Datto was the fact that they could see everything they needed to see between the ticketing system, IT Glue and Datto,” Chiorazzi said. 

Before consolidating systems, technicians had to navigate multiple disconnected tools. “If they had had to look in SharePoint to find documentation or a floor plan or an expiration on a workstation, they would have to click all over the place,” she explained. 

Today, technicians can work from a single operational interface. “Not having to click around and look in different places,” she said, has dramatically improved efficiency. 

The integrations between Autotask and IT Glue also improved ticket resolution workflows. 

“You can actually put the five historical tickets in your PSA,” Chiorazzi explained. “So, imagine you’re on the same thing all the time, and you look to your right on the same screen… and you’re now enabled to see that someone solved that two days ago.” 

That historical visibility helps technicians resolve recurring issues faster and deliver a more consistent customer experience. “If you could see notes in the ticket on what someone tried last time, or why it was escalated, or who spent how much time on it, [that] is a huge asset,” she said. 

The platform also improved organizational scalability. 

“Without the right tool set, you cannot be efficient,” Chiorazzi explained.  

Smarter IT service delivery through automation and AI 

Automation has become a key driver of operational maturity for CMIT Solutions.  They’re taking advantage of automations to create more scalable workflows across technical support operations. 

“The ability to showcase what Kaseya is offering in our toolset to upgrade what we’re delivering, to then bring that to [clients], to find efficiencies, to find productivity,” she explained, “that is what excites me.” 

As the MSP industry evolves, Chiorazzi believes automation and AI will become foundational. “Our business is going to look a lot different in one year, in four years, in ten years,” she said. “And I’m here for it.” 

Cybersecurity and resilience at the core 

Security has become one of the most important parts of CMIT Solutions’ managed services strategy. And they’ve seen a major increase in cyber threats over the last several years. 

“Security is leading with almost everything,” Chiorazzi explained. “We see such a huge uptick in incidents.”  

For CMIT Solutions, integrated security monitoring and automated remediation have become essential. “These things don’t happen between 9:00 and 5:00 when everybody’s in the office,” Chiorazzi explained. “They happen at 3:00 a.m. on Sunday.” 

The integration between SaaS Alerts, RocketCyber and the SOC helps the company rapidly detect and contain threats. “Remediation is everything,” she said. “The ability to stop threats when they arrive versus waiting until Monday at 9:00, that’s not going to work.” 

The company now uses behavioral analysis and automated monitoring to identify suspicious activity. “We know if someone’s opening their Microsoft 365 in New York and then suddenly they’re opening in Australia, that is not them,” Chiorazzi explained. 

That visibility has already helped CMIT Solutions prevent security incidents for clients. “We’ve had to lock down EDR products,” she said. “RocketCyber has definitely locked down endpoints when they noticed anomalies.” 

The company also relies heavily on backup and recovery tools to improve cyber resilience. “The first time I started using SaaS protection and a client deleted a file… we delivered it,” Chiorazzi recalled. 

The deleted file was already outside Microsoft’s native recovery window. “It wasn’t malicious, it was just an accident,” she explained. Because SaaS backups had already been deployed proactively, the company was able to restore the data immediately. 

“We got to ride in white horse and be like, here it is,” Chiorazzi said. 

For CMIT Solutions, security awareness has also become an important part of protecting customers. “I say the biggest threat is coming from email, from phishing,” she explained. They now work closely with clients to improve user awareness and encourage proactive reporting. 

“We’re doing the whole ‘see something, say something,’” Chiorazzi said. 

That partnership with end users has become a critical first line of defense. “We’ve helped clients a lot with setting protocols beyond just using product,” she explained. “Having them be our first line has been a bit of a game changer.” 

Looking ahead, Chiorazzi believes AI-driven remediation and MDR integrations will become increasingly important. 

As attacks become more sophisticated, she sees AI-powered security as essential. “The incidents are coming more and they’re more sophisticated and they’re harder to detect,” Chiorazzi explained. “That’s why we need to fight fire with fire.” 

A long-term partnership built for growth 

For CMIT Solutions of Manhattan, Kaseya has become more than a software vendor. As the MSP industry rapidly evolves, she believes long-term success depends on choosing partners that continue innovating alongside your business. 

“If you want to move forward, you have to pick a partner that has the same vision that you do,” she said. That combination of operational efficiency, automation, integrated security and scalability has positioned CMIT Solutions to continue growing aggressively in the years ahead. 

Ready to partner with Kaseya to transform your MSP business? Request a demo today.