Your engineers look slammed. Calendars are packed. But your margins still suck.
That’s the utilization trap—and most MSPs are stuck in it.
Brandi Bonds, Managing Partner at Next Level Now, breaks down why “busy” and “billable” are two completely different things. Her best example? An MSP owner who swore his team was maxed out, but they were actually running 39% utilization.
What you’ll learn:
- Why most MSPs confuse activity with productivity
- The role-specific utilization targets that actually work (70-85% depending on tier)
- How to identify the “profit killers” hiding in daily operations
- Brandi’s 5-step process to fix utilization without burning out your team
- The email monster and other time wasters costing you thousands
Key takeaway: “Did you bill for it? Did you collect money for it? Then it’s not utilized.” —Brandi Bonds
This isn’t about tracking more time. It’s about designing a delivery engine that funds your growth.
