The Kaseya Connect Global Conference brought thousands of MSPs, vendors, and technology partners together under one roof—offering a rare chance to reflect on the past, benchmark the present, and shape what comes next. For TeleGlobal, it was our first time attending the North American Kaseya event, and it delivered far more than just updates on tools or tech trends. 

From impromptu panel discussions to hallway conversations with peers across Canada, the conference clarified one thing: the MSP industry is maturing—and only those prepared to evolve will stay in the game. 

A Seat at the Table 

During a breakout session focused on Canadian MSPs, John C. Poptsis was invited—on short notice—to join a panel alongside peers from across the country. The discussion quickly became one of the most valuable moments of the conference. 

“It was refreshing to meet MSPs facing the same challenges and realizing we’re not alone. These conversations confirmed that we’re all navigating similar waters,” Poptsis shared. 

The panel explored the Canadian MSP landscape—addressing everything from economic pressures and technology hurdles to similarities in service models and strategy across regions. Sharing experiences in a more intimate setting, with familiar peers from the Canadian market, brought added depth to the discussion. 

“The biggest advantage was seeing firsthand how we compare—not just in theory, but in service delivery, business strategy, and our use of technology,” Poptsis noted. “I walked away feeling confident that we’re in the top quarter of our industry.” 

Profitability Is the New Priority 

While AI, cybersecurity, and automation were hot topics across sessions, profitability emerged as the true focal point. 

“The general consensus was that many MSPs are not experiencing the levels of profitability that should be the target objective.” 

A growing number of MSPs are discovering that scale alone isn’t enough. Without operational efficiencies and the right economic model, even well-positioned firms risk falling short of long-term sustainability. The message was clear: tools are evolving, but the business model has to evolve faster. 

Automation’s Uneven Rollout 

Automation—and its link to profitability—was another key takeaway. Providers are at vastly different stages in their automation journey. Some have embraced AI-powered processes and zero-touch resolution models. Others are still heavily manual. 

“Some MSPs are completely manual, while others have embraced automation and integration. It’s what you’d expect from an industry that’s still less than 20 years old.” 

At TeleGlobal, we recognize the challenge—and opportunity—of being a step ahead. Implementing automation isn’t just about productivity. It’s about enhancing consistency, improving margins, and future-proofing service delivery. 

A Young Industry Growing Up 

Much of the MSP vendor ecosystem has only emerged within the past decade. That means tools are still maturing, integrations are improving, and best practices are still being defined. 

“We’re still a cottage industry. And as that changes, the average MSP will grow in size, sophistication, and capability.” 

The demand for outsourced IT has reached a level where it’s no longer up for debate. Businesses across every sector now require dependable, experienced technology partners to operate securely and efficiently. 

“Twenty years ago, you could get your teenager to set up a mail server. Today, there’s no way around needing a professional MSP. It’s no longer a debate—it’s a business requirement.” 

What Clients Should Watch For 

This maturation of the industry means businesses must raise the bar when selecting a technology partner. 

“Procurement will need to become more structured and analytical—just like it is for legal or accounting services.” 

When evaluating MSPs, companies should focus on: 

• Longevity and Reputation – Look for providers with a solid, documented track record. 

• Service Transparency – Are Service Level Agreements clear? Is the scope of service well-defined? 

• Technology Use – Do they offer modern cybersecurity protections, automation, and scalable support? 

“Clients need to evaluate how rigorous the offering is—especially in areas like cybersecurity. And length of time in business matters. It’s hard to assess professionalism when a provider hasn’t yet stood the test of time.” 

Industry Consolidation Is Accelerating 

Another trend that stood out at the conference was the continued rise in mergers and acquisitions. MSPs are scaling through acquisition rather than relying solely on organic growth, and aging ownership is adding to the momentum. 

“It’s hard to grow organically. Buying and integrating other MSPs is becoming the fastest way to scale, improve unit economics, and deliver better services.” 

While this consolidation could result in stronger platforms and service consistency, it also reinforces the need for clients to assess stability and depth when choosing a provider. 

Looking Ahead 

The biggest realization from the conference? MSPs have become a foundational part of doing business. 

“It’s generally accepted now that outsourcing IT is a valid, necessary need for most businesses. That’s why the industry is growing at such a rapid pace.” 

Yet as we grow, the industry must ensure that we also mature in how we deliver services, set expectations, and uphold standards. The variability between MSPs remains too wide. Not every provider is equipped for long-term success—and that makes due diligence more important than ever. 

“We need better standards—similar to what CPA or legal designations represent—so businesses can feel confident in the professionalism behind the service.” 

Final Thoughts 

The Kaseya Conference didn’t just offer networking or product demos. It helped shine a light on the critical challenges—and opportunities—shaping the next phase for managed services providers. 

TeleGlobal came away affirmed in our direction, clear on the hurdles ahead, and committed to leading with structure, strategy, and a constant drive to improve. 

“We’d rather be in a growing industry than one in decline. But we also want to make sure MSPs are held to higher, more consistent standards as we grow.”