#60 – From the Trenches: Dispatch Discipline, AGP & Security-Focused MSP Growth (Luis Alvarez)

In this From the Trenches episode, Luis Alvarez of Alvarez Technology Group joins Josh Peterson for a deeply practical conversation on what actually sustains MSP growth: dispatch discipline, clean time entry, and real financial clarity—especially Agreement Gross Profit (AGP). Luis shares his journey from Air Force linguist to MSP founder, explaining how early exposure to computing, managed services, and operational structure shaped his philosophy that process—not heroics—is what protects both margins and client experience. This mindset closely aligns with BMK’s emphasis on why disciplined dispatch is foundational to MSP operations and how structure creates consistency at scale.

The discussion spans PSA evolution (ConnectWise, Autotask, Halo), the true cost of poor reporting, and why MSPs often delay change even when the data is telling them otherwise. Luis and Josh connect operational rigor directly to profitability, emphasizing non-negotiable security standards, scope control, dispatcher ownership of tickets and hours, and the importance of measuring what matters—particularly Agreement Gross Profit as the metric that drives better decisions. The episode offers a grounded, experience-driven blueprint for MSP owners who want to scale responsibly without sacrificing service quality or leadership sanity.

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Episode Highlights

• 00:00:00 – Why dispatch discipline is a growth unlock.
• 05:24:00 – Transitioning from break-fix to managed services.
• 09:28:00 – PSA adoption and the importance of time tracking.
• 17:50:00 – Reporting gaps and why AGP must be visible.
• 32:13:00 – Non-negotiable time entry standards.
• 39:53:00 – Dispatch ownership of tickets and technician hours.
• 42:30:00 – Where to learn more from Luis Alvarez.

About the Guest

Luis Alvarez is the founder and CEO of Alvarez Technology Group, a security-focused MSP built on disciplined operations, strong dispatch leadership, and non-negotiable security standards. With decades in the industry and a background shaped by military service, Luis brings a pragmatic, experience-first perspective to MSP growth.

🌐 Connect with Luis on LinkedIn →
🌐 Visit Alvarez Technology Group →

About the Host

Josh Peterson is the CEO of Bering McKinley and host of the BMK Vision Podcast, where he speaks candidly with MSP leaders about execution, profitability, and long-term sustainability.

🔗 Connect with Josh on LinkedIn →