Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.
I’m Jeni Clift, joined by my husband and longtime business partner, Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.

Over the years, we learned that real success in the MSP world isn’t just about the technology you deliver — it’s about how you deliver it. Building accountable teams, creating consistent client experiences, and knowing when to adapt your model are what keep clients loyal and your business sustainable.

In this episode, we sit down with Linden Jackson, founder of Agile IT — an MSP he’s built and run for the past 18 years with a deliberate focus on staying lean, sustainable, and deeply connected to clients. Linden’s career spans three decades in IT, from selling photocopiers and registers to leading a small but highly effective MSP team.

Here’s what we covered together:
✅ Why Linden chooses not to chase massive growth — and how designing a sustainable business lets him step away without it falling apart
✅ The simple mindset shift that makes clients feel like you’re “part of their team” instead of a faceless help desk
✅ The automation win that’s boosted consistency across his service delivery (and the one manual task he wishes could vanish forever)
✅ A hero story about rescuing a brand-new client in the middle of a critical server failure — and why the real fix had nothing to do with the part they thought they needed
✅ Linden’s honest take on what he’d do differently if starting an MSP from scratch today, from setting client expectations to hiring for listening skills, not just technical skills

We created this podcast to share the conversations we wish we’d had more of while running our own MSP — real, practical advice from people who’ve lived the challenges and come out stronger.

Whether you’re in the office, in the field, or stuck waiting for that one “quick” Windows update, this episode’s the perfect companion.