⚡ QUICK ANSWER Leadership conflict doesn't resolve itself—it erodes trust from the top down. In this ITSP Success Story, Solei Dyment, CEO, Sterling Technology Solutions, shares how she identified a breakdown between two key leaders, brought it into the open and turned a simmering conflict into a stronger, more respectful team dynamic. The lesson? Clarity before decision. Listening before leading. Here's how she did it.
What Happens When Leadership Conflict Goes Unaddressed?
When two key members of your leadership team stop respecting each other, the damage doesn't stay at the top. It filters down. Team members start asking: Is the leadership intact? Am I in the right place? Left unresolved, that uncertainty becomes a retention problem—and a culture problem. That's exactly what Dyment was facing. Person A and Person B—both critical to her leadership team—were coming to her separately with complaints about each other. Instead of letting it fester, she chose to act.
How She Got Clarity Before Making a Move
Her first step wasn't a meeting. It was listening. She spent time with each person individually to understand not just what was happening, but why. What she found: Person B didn't feel valued. And when someone doesn't feel seen, they stop giving respect—even to authority. That insight changed everything about how she approached the resolution.
Why She Brought Everyone Into the Room
Once she had clarity, she did something a lot of leaders avoid: She made it visible. She brought both people together, along with a neutral third party—someone not invested in the outcome—to keep the conversation grounded and ensure nothing got missed. Before anyone said a word, she set one rule: Listen first, respond second. No interruptions. No emotional reactions—only thoughtful responses. The result? They heard each other. And once they did, the resolution surfaced on its own. "They felt so valued and they felt heard—and the resolution actually then revealed itself,” Dyment said.
Key Takeaways
1. Get clarity before you act. Hearing one side of a conflict gives you half the picture. Take time to understand both perspectives before moving toward resolution.
2. Feeling heard is the first step to resolution. When people feel their experience is acknowledged, they become open to hearing someone else's. The conversation shifts.
3. Bring in a neutral witness. A third party who isn't invested in the outcome keeps the conversation on track and signals to both parties that the process is fair.
4. Conflict at the top erodes the whole team. Your team is watching leadership. A visible, unresolved disconnect sends a signal that affects retention and morale.
5. Address it immediately. Don't let it stew. The longer conflict sits, the harder it is to untangle—and the more damage it does along the way.
Frequently Asked Questions
How should MSP leaders handle conflict between team members? Start by listening to each person individually to gain clarity on the root issue before taking action. Then bring both parties together in a structured conversation—ideally with a neutral witness—where each person is heard without interruption. Resolution often surfaces once both sides feel genuinely valued.
What causes leadership conflict in MSPs? Most interpersonal conflict in leadership teams stems from one person not feeling valued or respected in their role. When that goes unaddressed, it can escalate into a cycle of disrespect that affects the entire team.
Why does unresolved team conflict hurt MSP retention? When team members see conflict at the leadership level, they begin to question the stability of the organization. That uncertainty can prompt top performers to look elsewhere—making swift, visible conflict resolution a retention strategy as much as a management one.
Connect with peers who get it. Join fellow IT channel pros at ChannelCon, August 3-5 in San Diego.
