#59 – From the Trenches: Gross Margin Truths & The Future of MSPs (Mordy Hackel – KJ Technology)

In this From the Trenches episode, Mordy Hackel of KJ Technology joins Josh Peterson for a deeply reflective, experience-driven conversation on what actually sustains MSPs over decades—not quarters. From Mordy’s early career detour through Wall Street to discovering technology in the late 1990s, the discussion traces the evolution of managed services from break-fix roots into today’s increasingly complex operating environment. Throughout the episode, Mordy reinforces a recurring theme that aligns closely with the BMK Vision operating system: long-term success comes from understanding your business as a business, not just as a technical craft.

A central focus of the conversation is gross margin—why it matters more than most MSPs realize, and how it becomes the clearest lens for decision-making as companies grow. Mordy and Josh explore how benchmarking, forecasting, and operational discipline transform gut-feel management into intentional leadership. They also dive into perennial MSP challenges such as utilization, accurate time entry, dispatcher-led optimization, and the perishable nature of technician hours. Beyond metrics, the episode widens into the future of the MSP model itself, touching on cybersecurity, advisory services, AI-driven efficiency, and the growing need for MSPs to deliver strategic value that goes far beyond “fixing what’s broken.” Conversations like this echo the practical, operator-level insights found throughout the BMK Vision Podcast archive.

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Episode Highlights

• 00:02:32 – Mordy’s path from finance to founding an MSP in the late 1990s.
• 00:07:10 – Discovering managed services and early pricing models in the 2007 era.
• 00:21:50 – Why gross margin is the clearest signal of MSP business health.
• 00:29:24 – Utilization, time entry, and the perishable nature of technician hours.
• 00:37:50 – Dispatch ownership, client experience, and reducing operational friction.
• 00:52:44 – MSP value beyond break-fix: advisory services and strategic relevance.
• 01:02:19 – Leadership maturity, vision, and the evolving role of the MSP owner.

About the Guest

Mordy Hackel is the founder of KJ Technology, a New York–based managed services firm with decades of experience supporting complex business environments. Mordy is known for his thoughtful approach to MSP economics, gross margin discipline, cybersecurity fundamentals, and helping business leaders translate technical complexity into clear, actionable strategy.

🌐 Connect with Mordy 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 leads candid conversations with MSP operators focused on financial discipline, operational clarity, and building durable businesses.

🔗 Connect with Josh on LinkedIn →  |  📺 Subscribe on YouTube →