#22 – From the Trenches - People-First MSP Ops (Stephanie Carbone)

In this From the Trenches episode, Stephanie Carbone, IT Operations Manager at a Managed Service Provider (MSP), joins Josh Peterson to share how she built a people-first service culture by blending empathy, communication, and leadership inspired by hospitality. From her beginnings in audiovisual work to running a 12-person MSP team, Stephanie’s story is a masterclass in how emotional intelligence and empowerment can transform service delivery.

Stephanie discusses the cultural shift that occurs when moving from internal IT to MSP environments—where empathy, patience, and clear client communication become just as important as technical skill. She shares strategies for hiring, training, and retaining technicians through ongoing engagement, “tech bingo” team building, and autonomy rooted in trust. Drawing inspiration from the Ritz-Carlton model, she emphasizes empowering engineers to deliver exceptional, human-centered experiences that build loyalty and pride.

For MSPs looking to strengthen leadership and service culture, explore our articles on creating a people-first MSP culture, supporting your support team by hiring a dispatcher, and keeping your support team accountable.

For more episodes and insights, visit the BMK Vision Podcast main page →

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Episode Highlights

• 00:00:30 – From AV work to IT: a Rivian hackathon that sparked a new career path.
• 00:11:30 – Internal IT vs. MSP: adapting to diverse client networks and personalities.
• 00:22:30 – Hiring for empathy and communication rather than pure technical skill.
• 00:31:40 – Applying Ritz-Carlton hospitality principles to MSP client service.
• 00:47:00 – Gender diversity in IT: why women elevate MSP culture and client trust.
• 00:39:00 – Continuous engagement through 90-day reviews and “tech bingo.”

About the Guest

Stephanie Carbone is an IT Operations Manager leading a 12-person MSP team focused on empathy-driven customer service and employee engagement. She’s redefining what it means to deliver IT support through people-first leadership and hospitality-inspired empowerment.

🌐 Connect with Stephanie on LinkedIn →

About the Host

Josh Peterson is the CEO of Bering McKinley and host of the BMK Vision Podcast. Through the From the Trenches series, Josh spotlights MSP leaders who have built authentic, people-centered organizations that balance profitability with purpose.

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