Selecting a Managed Service Provider (MSP) for your business is not just about finding a team to handle your IT needs—it’s about ensuring the security and continuity of your operations. As technology continues to evolve, businesses rely more than ever on their IT infrastructure, which means the people managing it hold a massive amount of responsibility. The stakes are high when it comes to trust, transparency, and accountability in your IT operations. In this guide, we will delve into why trusting your IT team is so crucial and how to make sure you choose the right MSP for your business.

Lessons from the Past: Why Trusting Your IT Team Matters

Several high-profile incidents demonstrate just how important trust is when it comes to your IT team. Let's explore a few examples.

1. Terry Childs and the City of San Francisco (2008)
Terry Childs, a network engineer for the City of San Francisco, became infamous after he was arrested for not sharing the network password with his former employer. He had been responsible for the city’s network infrastructure and had the credentials necessary to manage it. However, after his dismissal, he chose not to document the password and refused to share it. This caused major disruptions and significant financial costs to the city. Childs’ actions ultimately highlighted the importance of transparency and proper documentation in IT systems.

2. The American College of Education Incident (2017)
In 2017, an employee from the American College of Education in Indianapolis caused a major security breach when he changed the administrative password to a Google account storing critical student data before he was fired. The college found itself locked out of crucial accounts containing student emails and course materials. The former employee demanded a staggering $200,000 to unlock the account, leading to a legal battle and ultimately a default judgment of over $248,000 in damages. This case reinforced how important it is for institutions to protect access to sensitive data and not leave critical information in the hands of individuals without proper oversight.

3. CyberStreams' Experience (2018)
In 2018, CyberStreams faced a situation with a client that shed light on the dangers of not managing IT staff correctly. We discovered that an IT manager at a newly acquired client had intentionally kept all critical systems and network information in his head, never documenting any of it. This created a significant risk—what would happen if he fell ill, retired, or left suddenly? Despite this, the previous MSP had continued to work alongside him, knowing the situation, but choosing to turn a blind eye in the interest of maintaining a relationship with the IT manager.

When we became aware of this, we realized that the true client was the business itself, not the IT manager. We acted swiftly, informing the leadership of the company, and they took proactive steps to address the issue before it escalated into a crisis.

Why Trust Is Key to Your MSP Relationship

These cases all share a common theme: a lack of trust and transparency in managing critical IT systems can lead to disastrous outcomes. But trust alone isn’t enough—you need a framework in place to ensure that your IT team can be trusted and held accountable. Here are some key takeaways to guide you when selecting and managing your MSP:

1. Trust

The foundation of any successful MSP relationship is trust. Your IT and cybersecurity staff hold the keys to your company's critical systems, networks, and data. They have access to sensitive information that, if mishandled or exploited, can lead to severe consequences. Ensure that the IT professionals working on your behalf are trustworthy, transparent, and operate under strict standards. Your MSP should be committed to best practices, and their team members should be accountable to clear protocols regarding system documentation and access controls.

2. Background Checks

Your IT team has a lot of power, and with great power comes great responsibility. CyberStreams ensures that all of our staff undergo comprehensive background checks to verify their qualifications, past performance, and integrity. This is an essential step in mitigating any risks associated with hiring individuals who may have questionable motives or a lack of professionalism. When choosing an MSP, make sure they prioritize thorough background checks as part of their hiring process.

3. Team Dynamics

No one person should be the sole keeper of your company's IT knowledge. One of the most effective ways to prevent information from being held hostage is to foster a team-oriented approach. At CyberStreams, we manage to shared standards and best practices, ensuring that no single individual holds exclusive knowledge of your critical systems. This collaborative approach ensures that all documentation is kept up to date and securely stored, so that if someone leaves or is unavailable, your IT operations won’t grind to a halt.

Conclusion: Building a Trustworthy IT Relationship

Selecting the right MSP goes beyond simply choosing a vendor—it’s about selecting a partner who can be trusted with your most sensitive information and systems. The incidents highlighted in this guide demonstrate the risks associated with not having a robust system of trust and accountability in place. When considering an MSP, make sure they understand the importance of transparency, trust, and documentation.

A great MSP should not only be an expert in IT, but they should also be a partner that understands the risks involved and works proactively to mitigate them. By focusing on these key elements—trust, background checks, and team dynamics—you can build a lasting and secure relationship with your IT service provider that will help your business thrive, no matter the challenges ahead.