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

We learned that delivering great service isn’t just about technology — it’s about people, culture, and how you lead when things get tough.

In this episode, we’re joined by Anna and Liam Furlong, the husband-and-wife duo behind The Virtual IT Department — an MSP built on empathy, trust, and shared leadership.

Together, they’ve navigated business growth, an acquisition, and the challenges of leading a team while raising a family — all while staying true to their values and to each other.

💡 In this episode:

• How empathy and authenticity became their customer-service superpower
• Hiring for heart — “the stripes on the tiger, not the tricks they can pull”
• Creating culture that celebrates people, not just performance
• Tackling tough client moments with honesty and care
• The reality (and reward) of building a business with your partner

Anna and Liam’s story is proof that when you lead with purpose, put people first, and share the load, you can build not just a successful MSP — but a partnership that lasts.

👉 Follow Anna & Liam Furlong on LinkedIn
🌐 Learn more about The Virtual IT Department: https://itdepartment.com.au/
🎧 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes