In the world of IT service providers (ITSPs), your technical team is everything. It is not just a support function; it’s the engine that drives your business forward. As someone who’s led an ITSP through growth and change, I’ve learned that two things make a massive difference: Investing in education and making time for regular one-on-ones.
These are not just ‘nice to haves.’ They are strategic levers that can dramatically improve performance, retention, innovation and ultimately, profitability.
Why Education Is a Game-Changer
Staying Ahead of the Curve
Tech moves fast. New tools, platforms and frameworks are always popping up. If your team isn’t learning, they’re falling behind. Ongoing education keeps your team sharp and ready to deliver cutting-edge solutions. It also opens the door to more opportunities—when your team is stronger, you can confidently go after bigger, more complex projects and clients.
Sharpening Problem-Solving Skills
Education isn’t just about learning the latest tech. It’s also about building critical thinking. Yes, there’s a cost to training (both in dollars and time), but the payoff is huge. Training and development lead to faster resolution times, happier clients, and stronger service level agreements (SLAs). That’s the kind of performance that drives profitability.
Fueling Innovation
A team that’s learning is a team that’s thinking creatively. When people feel empowered to explore new ideas, they come up with better ways to solve problems. Creative, innovative solutions can sometimes even lead to brand new services. That kind of innovation helps you stand out in the marketplace and makes your ITSP a place top talent wants to join.
Boosting Morale and Retention
When you invest in your team’s growth, they notice. It builds loyalty and reduces churn. And let’s be honest, retaining great people is not just good for culture, it’s good for business. Tenured employees know your clients, your systems, and your standards. When they stay, your clients stay.
Why One-on-Ones Are Non-Negotiable
Real Feedback, Real Growth
One-on-ones are where the magic happens. They’re your chance to give personalized feedback, set goals and help your team level up. It’s how you turn a good technician into a great one.
Stronger Relationships, Better Culture
I know some folks see one-on-ones as a time suck. I see them as a retention tool. These meetings build trust, open up communication and show your team that you’re invested in them. That kind of connection drives engagement and performance. Again, reduced employee churn leads to reduced client churn. This is a win-win for your business.
Spotting Issues Early
One-on-ones are also your early warning system. They give your team a safe space to raise concerns before they become real problems. In our world, where small issues can quickly impact clients, that’s invaluable. Creating a safe space to have open discussions with your team will help you with continuous improvement of your business.
Aligning Goals
These meetings are also a great time to make sure everyone’s rowing in the same direction. Whether you’re using EOS, OKRs or another framework, aligning personal goals with company goals keeps everyone focused and motivated.
Bringing It All Together
To get the most out of education and one-on-ones, you need a strategy:
- Make Learning Part of the Culture: Give your team access to courses, certifications and conferences. Celebrate their wins. Track their progress. Make learning visible and valuable.
- Be Consistent with One-on-Ones: Whether it’s weekly or monthly, keep them regular. Use a tool to track goals, feedback and action items. It keeps everyone accountable and focused.
- Talk About Learning in Your One-on-Ones: Use that time to check in on educational goals. Offer support. Reinforce that learning is part of the job, not an extra.
- Remove Barriers: Make it easy for your team to learn. Cover course costs, offer flexible hours, and provide the tools they need to succeed.
Why This Matters
Retention is a big deal in our industry. Here’s what the data says:
- - 44% of companies don’t offer clear career paths and it’s hurting employee retention
- - Tech turnover averages 13.2% annually
- - Companies that invest in development see 34% higher retention
- - Burnout from organizational change drives turnover
- - Strong learning cultures boost retention by 30–50%
What GTIA Offers
If you’re looking for a partner in training, the Global Technology Industry Association (GTIA) has some great resources:
- - 20% off IT certifications for members
- - A full learning portal
- - Cybersecurity programs
- - A mentorship program
- - Leadership and new hire training paths
- - Monthly mentorship meetups
- - Cybersecurity Trustmark workshops
These programs are designed to help ITSPs stay ahead, grow their teams and deliver better service. If you want to build a high-performing ITSP, start with your people. Invest in their growth. Make time for real conversations. Create a culture where learning and feedback are part of the everyday experience. That’s how you build a team that’s not just technically strong but resilient, innovative, and committed to your mission.
Learn more about GTIA Member Education.
Jennifer Roy is the CEO of Nucleus, a Vancouver, B.C.-based ITSP, and vice chair of the GTIA North America Managed Services Interest Group.
