In today’s fast-paced MSP landscape, technical expertise isn’t the sole determinant of success. True growth and impact stem from exceptional leadership — a blend of vision, empathy, and proactive strategies. That’s the recipe for success revealed by industry power couple Kam and Sunny Kaila, the top executives of IT By Design.
The husband-and-wife team exemplify leadership principles through a holistic approach to professional development and innovation. Here, they offer their advice on how MSPs can apply these strategies to their own businesses.
Kam and Sunny Kaila
Lesson 1: MSP Leadership Reaches Beyond Technical Skills
Service providers often focus on reactive solutions, addressing client needs as they arise. But IT By Design CEO Sunny Kaila explained, this mindset shouldn’t extend to leadership. “Leadership isn’t about fixing problems as they come. It’s about creating a proactive foundation that prevents crises and fosters growth.”
Sunny Kaila
Leadership begins with a commitment to balance and self-awareness. Sunny described it using a metaphor of a car with four wheels: health, relationships, business/career, and legacy. “If one wheel is deflated, the car doesn’t run smoothly,” he shared. By maintaining balance across these areas, leaders can achieve sustainable growth while setting an example for their teams.
Lesson 2: Learn from Leaders Outside of the MSP World
Company President Kam Kaila said one of her top recommendations is to seek inspiration beyond the IT channel. “You don’t have to be an MSP to learn how to be a good leader,” she said.
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For example, IT By Design incorporates lessons from diverse fields, from Disney’s storied customer service to the disciplined teamwork of Navy SEALs. Good leaders bring these experiences to their own team members and community, which encourages continuous improvement.
This willingness to learn and adapt has also influenced IT By Design’s flagship event, the annual Build IT Live. While attendees expect educational content and networking opportunities, the event takes it a step further by integrating physical and emotional growth experiences, Kam said. These holistic elements underscore the importance of leadership as a multifaceted journey.
Lesson 3: Proactive Growth Tools for MSPs
Kam Kaila
To support MSPs in their leadership evolution, IT By Design developed Team GPS, a talent operating system that simplifies leadership. By providing tools for performance management, goal setting, and employee engagement, Team GPS empowers MSP leaders to manage their teams more effectively.
“Good leadership isn’t just for CEOs; it’s something every team member deserves,” Kam noted. With features like real-time KPI tracking, structured meeting agendas, and integrated employee feedback, Team GPS bridges the gap between intention and execution, making leadership accessible to all levels of an organization.
Lesson 4: Leadership as a Community Effort
The most powerful takeaway from IT By Design’s approach: Leadership is a collective effort. Take the Kailas’ own business partnership, where they focus on complementing each other’s strengths. By cultivating gratitude and clear communication, the Kailas model a leadership style rooted in collaboration.
This philosophy extends to the broader MSP community. Sunny highlighted the importance of building trust and value for clients, employees, and partners. “Good people attract good people,” he insisted. By fostering a culture of integrity and service, IT By Design has strengthened its brand while creating a ripple effect of positive leadership throughout the channel.
The Leadership Mindset for MSPs
For MSPs striving to evolve, the message is clear: Leadership goes beyond managing technology. It’s about inspiring people, embracing continuous learning, and approaching challenges with intention and balance. By incorporating these lessons, MSPs can cultivate leadership practices that offer a roadmap to growth, resilience, and positive impact.
As Sunny concluded, “Leadership isn’t about where you are today — it’s about where you’re going.”
Featured image: iStock
