At Totality Services, Luis Navarro focused on the commercial side of the business. He understood that every hour a technician spent on a low-value task was an hour not spent on high-margin project work or strategic security improvements. When you monitor utilisation, you aren't just watching a clock; you are managing your most expensive asset: time.
If you are primarily an all-you-can-eat (AYCE) MSP, high utilisation across your client base is actually a warning sign. It means your team is spending a lot of time servicing those contracts. If the revenue from those contracts is fixed, high utilisation translates directly to lower margins. By tracking time, you can identify which clients are "eating" your profits and address those relationships during a Security Review or QBR.
One of the hardest decisions for an MSP owner is knowing when to hire. Do you hire when the team feels stressed, or when the data says you must? Tracking the MSP utilisation rate provides a factual basis for recruitment. If your entire team has been hovering at 85% for two months, you don't just need a new hire—you needed one a month ago.
If your project team is consistently hitting 90% utilisation but projects are still running behind, your estimated hours are likely wrong. Utilisation data helps you look back at past projects to see how long tasks actually took, allowing for more accurate, profitable quoting in the future.
You cannot manage what you do not measure, and you cannot measure what your team refuses to track. The biggest hurdle to understanding your true MSP utilisation rate is cultural, not technical.
- The "Time-Tracking is Micromanagement" Myth: Technicians often feel that logging every minute is a sign of distrust. You must frame time-tracking as a tool for capacity management and resource justification, not a "Big Brother" tactic.
- Admin "Leakage": A significant amount of time is often lost in the gaps between tickets. If a technician doesn't log the 10 minutes they spent researching a solution, your utilisation looks lower than it actually is.
- Messy PSA Data: If your Professional Services Automation (PSA) tool isn't configured with clear work types (e.g., Billable, Non-Billable, Internal, Training), your reports will be meaningless.
Luis Navarro’s experience building Totality Services showed that transparency is key. When the team understands that tracking time helps the business grow—and potentially leads to more resources or better tools for them—they are much more likely to comply with the process.
Optimisation doesn't always mean "working harder." Often, it means working smarter and removing the obstacles that prevent your team from being productive.
The biggest killer of utilisation is variety. If you support five different firewall vendors and three different backup solutions, your technicians have to context-switch constantly. They spend time looking up documentation or re-learning interfaces. By standardising your stack, your team becomes faster and more efficient, naturally increasing their capacity to handle more work in less time.
Reactive work (putting out fires) is chaotic and difficult to schedule. Proactive work (patching, security audits, health checks) can be planned during low-volume periods. By shifting your service delivery model toward proactivity, you can "smooth out" the utilisation curve, ensuring your team stays productive even when the phones aren't ringing.
Routine tasks like password resets or server reboots should not be taking up technician time. Every minute automated is a minute that can be redirected toward high-value project work or client relationship building. Automation is the only way to increase your "revenue per employee" without simultaneously increasing burnout.
A ticket that sits "In Progress" for three days without an update is a data black hole. Implement a strict "real-time time entry" policy. Technicians should log their time as soon as they finish a task, rather than trying to remember their whole day at 5
PM on a Friday. Accuracy drops significantly when time is logged retroactively.
It might seem like a stretch, but your MSP utilisation rate is deeply connected to your clients' security posture. When a team is over-utilised, the first things to get skipped are the "non-urgent" tasks: reviewing logs, checking backup successes, and performing deep-dive security assessments.
MSP Agenda was built to solve this exact problem. Luis Navarro realised that security reviews often became a burden because they were inconsistent and time-consuming. When you standardise your security review process, you reduce the administrative overhead for your account managers and engineers. This not only improves your utilisation by making the task more efficient but also ensures that the client receives a clear, actionable roadmap rather than a confusing 40-page technical dump.
A streamlined security process allows you to turn "billable hours" into "strategic value." Instead of an engineer spending four hours manually checking settings, they can spend one hour using a structured tool and three hours discussing recommendations with the client that lead to new project revenue.
From a commercial perspective, utilisation is a primary driver of your Gross Margin on Services. Let's look at the math of how a small increase in utilisation impacts the bottom line for a typical five-person technical team.
| Metric | Scenario A (65% Util) | Scenario B (75% Util) |
|---|
| Total Team Available Hours (Monthly) | 800 | 800 |
| Logged Productive Hours | 520 | 600 |
| Average Billable/Effective Rate | $150/hr | $150/hr |
| Total Service Value Produced | $78,000 | $90,000 |
Scroll the table horizontally to see all columns →
In this example, a 10% swing in utilisation results in an extra $12,000 of service value per month—or $144,000 per year—with the exact same payroll cost. This is the "hidden" profit that successful MSPs capture by focusing on operational efficiency.
Consider an MSP that recently onboarded a large, messy client. The lead engineer’s utilisation jumps to 95%. On paper, this engineer is incredibly "productive." However, because they are stuck in a cycle of reactive firefighting for a single client, they are unable to mentor junior staff or assist with a lucrative cloud migration project for another client.
In this scenario, the high MSP utilisation rate is actually a symptom of a low-quality client relationship. The commercial fix isn't to work harder; it's to use a Security Review to show the client the risks of their aging infrastructure and move them toward a project that standardises their environment. This eventually lowers the engineer's utilisation back to a sustainable level while generating project revenue.
As a leader, your job isn't to reprimand someone for a 60% utilisation week. It's to ask why.
Did they spend half the week fighting a specific technical bug that we should document?
Were they waiting on a client to provide credentials?
Did they spend time training a new hire?
When you treat utilisation as a conversation starter rather than a performance stick, you get better data. Better data leads to better decisions, which leads to a more profitable business. Luis Navarro’s journey from a small team to a highly profitable MSP serving 150+ clients was built on this exact philosophy: understand the numbers, but never lose sight of the people and the clients behind them.
Utilisation tells you how busy your team is. Effective Rate (or Realised Rate) tells you how much each hour is worth.
If a technician is 80% utilised but is spending all their time on a fixed-fee client who calls every ten minutes, your effective hourly rate for that client might be $40/hr. If another technician is only 60% utilised but spends their time on high-value projects billed at $200/hr, they are generating more value for the business.
The goal is to maximise the intersection of both. You want a healthy MSP utilisation rate applied to work that carries a high effective rate. This is where the real commercial magic happens, and it’s what sets top-tier MSPs apart during an acquisition or valuation process.
