Expert Highlight

Justin Kane

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President, Level 10 Solutions

Industry: Information Technology

Business Founded: 2010

Phone: (904) 208-2195

Email: [email protected]

Address:
4114 Sunbeam Road
Jacksonville, Florida 32257

How long have you been in your industry?15 Years

Why did you choose your industry?My decision to enter the managed services industry was driven by a passion for technology and a recognition of its critical role in enabling businesses to operate more efficiently and effectively. I was particularly drawn to the MSP model because it allows for proactive, comprehensive IT support that can truly transform how companies manage their technological needs. Seeing the potential to make a tangible difference in helping businesses not only solve complex IT challenges but also strategically use technology to propel their growth was incredibly appealing. Additionally, the constantly evolving nature of IT presents continuous learning opportunities and the ability to stay at the forefront of technological advancements, which is both stimulating and rewarding. This industry perfectly aligns with my skills and interests, making it a clear choice for my career path.

Who are your typical clients?Our typical clients at Level 10 Solutions range from small to mid-sized businesses across various industries, including healthcare, legal, finance, and real estate. These clients often do not have the in-house IT expertise necessary to effectively manage their technological infrastructure and rely on us to fill that crucial gap. They look to us for comprehensive IT services that ensure reliability, security, and efficiency in their daily operations. We particularly specialize in helping businesses that require stringent data protection measures and uptime guarantees, such as medical practices that need to comply with HIPAA regulations, or legal firms that handle sensitive client information. Our clients value not just our technical proficiency, but also our commitment to providing a personalized service experience that aligns with their specific business needs and objectives. By partnering with us, they are able to not only mitigate risks but also enhance their overall productivity through optimized IT systems.

What do you like best about being in this industry?What I enjoy most about being in the managed services industry is the opportunity to directly impact the success of our clients through technology. It is incredibly rewarding to see a business transform its operations, increase its efficiency, and enhance its competitiveness as a direct result of the strategies we implement. The ability to solve complex problems and deliver solutions that not only fix immediate issues but also pave the way for future growth is highly satisfying. Another aspect I find particularly fulfilling is the constant evolution of technology itself. This industry never stands still; it demands continuous learning and adaptation, which keeps our work dynamic and exciting. Staying ahead of technological trends and cybersecurity threats means we're always engaged in growth and innovation. This perpetual challenge not only drives our company forward but also ensures we are providing the best possible service to our clients. Lastly, the relationships we build with clients and the trust they place in us is immensely gratifying. Knowing that businesses rely on our expertise to operate safely and efficiently gives a strong sense of purpose and responsibility to our work. It’s about more than just IT support—it’s about empowering our clients and fostering long-term partnerships that contribute to their success and ours.

What are common problems you see?In the managed services industry, several common challenges impact both providers like us at Level 10 Solutions and our clients: Cybersecurity Threats: As technology advances, so do the complexity and frequency of cybersecurity threats. Businesses of all sizes are targets for cyber attacks, which can lead to data breaches, operational downtime, and significant financial losses. Keeping up with and defending against these evolving threats is a constant challenge that requires proactive security measures, continuous monitoring, and rapid response strategies. Compliance and Regulatory Changes: Many industries face strict regulatory requirements that can be difficult to navigate, such as HIPAA in healthcare or GDPR for European data protection. Ensuring compliance while still optimizing operational efficiency requires a deep understanding of both technology and the specific regulatory landscapes, which can be a significant burden for businesses without specialized IT knowledge. Talent Shortage: There is a significant and ongoing shortage of skilled IT professionals in the market. This talent gap can make it difficult for MSPs to staff appropriately and maintain the level of expertise needed to handle complex IT infrastructures and emerging technologies effectively. Keeping Up with Technological Advancements: Technology evolves at a rapid pace, and staying current can be both time-consuming and expensive. Clients depend on us to guide them through new technological trends and tools, which means we must continuously invest in learning and development to maintain our expertise and offer cutting-edge solutions. Scaling Challenges: As businesses grow, their IT needs become more complex, involving more extensive infrastructure and higher data volumes. Scaling IT services efficiently often poses logistical and technical challenges that require sophisticated solution designs and management strategies. High Expectations for Support and Uptime: Clients expect near-100% uptime and instant support responses. Meeting these expectations requires robust infrastructure, highly efficient operational processes, and exceptional customer service practices. Integration Complexities: Integrating new technologies with existing IT systems is rarely straightforward. Compatibility issues, data silos, and disrupted workflows can hinder technology adoption and require detailed planning and skilled execution to overcome. Addressing these issues effectively is not just about applying technical solutions; it involves strategic planning, client education, and continuous improvement of our practices and processes. At Level 10 Solutions, we strive to turn these challenges into opportunities for enhancing our service offerings and improving client satisfaction.

What advice/tips do you have for clients?When advising clients, especially those navigating the complex landscape of managed IT services, I focus on several key tips that can help them maximize their technology investments while safeguarding their operations: Proactive Rather Than Reactive Management: Implement Routine Maintenance: Regularly update and maintain IT systems to avoid unexpected breakdowns and vulnerabilities. Opt for Proactive Monitoring: Utilize services that monitor your systems 24/7 to detect and resolve issues before they cause significant problems. Prioritize Cybersecurity: Educate Your Team: Regular training on security best practices and phishing awareness can drastically reduce the risk of breaches. Use Multi-Factor Authentication (MFA): Always secure your data and systems with MFA, which adds an extra layer of protection. Regularly Update Security Protocols: Keep your security measures up-to-date with the latest protections against new threats. Embrace Cloud Solutions: Leverage Cloud Efficiency: Utilize cloud services for better scalability, flexibility, and cost management. Backup Your Data: Ensure that all critical data is backed up in a secure, off-site location to prevent total data loss in the event of a disaster. Plan for Business Continuity: Develop a Disaster Recovery Plan: Have a clear, detailed plan in place for how to recover from significant disruptions, tested regularly to ensure its effectiveness. Invest in Adequate Resources: Allocate the necessary resources to protect and restore operations quickly under various scenarios. Regular Consultations with Your MSP: Schedule Regular Reviews: Regular strategy sessions with your MSP can ensure your IT alignment meets your business objectives and can adjust to new goals or markets. Be Open About Business Changes: Keep your MSP informed about any significant changes in your business that might affect your IT needs. Focus on Compliance and Regulatory Requirements: Understand Your Obligations: Make sure you are clear on your industry’s compliance requirements and how they impact your IT strategies. Utilize Compliance Expertise: Leverage your MSP’s expertise to ensure your IT operations comply with necessary laws and regulations, reducing legal risks. Optimize and Innovate: Stay Open to New Technologies: Technology evolves rapidly; staying open to adopting innovative solutions can provide competitive advantages. Seek Feedback and Adjust: Regular feedback loops with users can help refine technologies and operations over time. By following these tips, clients can not only enhance their operational efficiency and compliance but also better prepare themselves to face IT challenges proactively. At Level 10 Solutions, we guide our clients through these practices to help them achieve a secure and dynamic IT environment that drives their business forward.

When is your busy season?Our busy season at Level 10 Solutions typically aligns with the two main periods when companies are most likely to evaluate and revise their IT needs: early in the year and late in the third quarter.

What keeps you up at night?I am kept up at night by the continuous evolution of cybersecurity threats, the responsibility of protecting client data, the challenge of integrating new technologies, ensuring regulatory compliance, and maintaining high standards of service reliability and client satisfaction as we scale.

How do you market yourself to grow/expand your business?At Level 10 Solutions, our growth strategy is heavily centered around client referrals and word-of-mouth, reflecting our commitment to building strong, trust-based relationships with our clients. Here’s how we focus on these aspects to market and expand our business: Exceptional Client Service: We prioritize delivering outstanding service with proactive support and personalized attention. By ensuring client satisfaction at every touchpoint, we naturally foster an environment where clients are more likely to recommend us to others. Our team is not just responsive but also anticipates client needs to solve problems before they escalate. Client Reviews and Testimonials: We actively collect and showcase testimonials and case studies that demonstrate our impact and client satisfaction. Featuring these in client meetings serves as powerful social proof, helping prospective clients feel more confident in their decision to work with us. Networking Through Business Associations: Participation in local business groups, professional associations, and industry conferences allows us to build relationships that can lead to client referrals. Networking in these circles helps to keep our brand top-of-mind among peers who might recommend our services in professional settings. Leveraging Partnerships: We establish strategic partnerships with other companies whose services complement ours, such as local software vendors or consulting firms. These partnerships often include mutual referral agreements that help expand our reach into new client bases. Follow-Up and Feedback: Regular follow-ups and feedback sessions with clients not only show that we value their input but also give us opportunities to ask for referrals directly, especially at key moments of client satisfaction. This direct approach often results in new business from recommendations within their professional and personal networks. By focusing on these strategies, Level 10 Solutions cultivates a strong reputation and builds lasting client relationships, driving our business growth predominantly through referrals and word-of-mouth, without the reliance on traditional advertising methods. This approach not only keeps marketing costs down but also ensures a high level of client engagement and satisfaction, which is critical in the MSP industry.

How involved are you in the community?At Level 10 Solutions, our community involvement is guided by the principle that strong community ties enrich both our company and the area we serve. Here are the key ways we engage with our local community: Local Business Partnerships: We actively partner with other local businesses to support and promote each other's services. This includes joint ventures, shared marketing efforts, and mutual referrals which help foster a thriving local business ecosystem. Support for Local Charities: We contribute to local charities, either through direct donations or by providing our services at reduced or no cost. Particularly, we focus on organizations that promote technology skills among underprivileged youth. Volunteering: Encouraging our team to volunteer their time and skills, whether it involves mentoring students in technology, participating in community clean-ups, or assisting non-profits with their IT needs.

What is your favorite not for profit or charity?Rethreaded

What advice would you give to someone thinking of getting into this business?For anyone considering entering the managed services provider (MSP) industry, I would offer the following advice: Gain Technical Expertise: Ensure you have a solid foundation in IT and understand the specific technologies and services that are crucial in the MSP space, such as cloud services, cybersecurity, and network management. Focus on Customer Service: Building strong, reliable relationships with clients is as important as technical skills. Prioritize excellent customer service to retain clients and encourage word-of-mouth referrals. Understand Business Needs: Be adept at assessing and responding to the varying IT needs of different businesses. Tailor your services to meet these needs effectively. Stay Current: The technology landscape is constantly evolving. Keep learning and stay updated on the latest technologies, threats, and industry trends. Plan for Scalability: Design your operations to be scalable from the start to accommodate growth without sacrificing service quality. Network: Build relationships with other professionals in the industry. Networking can provide valuable insights, partnerships, and growth opportunities. Be Patient and Persistent: Establishing a successful MSP takes time and resilience. Prepare for challenges, and don't get discouraged by setbacks. Entering the MSP industry can be highly rewarding if you approach it with the right knowledge, strategies, and mindset.

What do you enjoy doing in your free time?In my free time, I enjoy being out on my boat, enjoying the open water, which provides a perfect escape to unwind and recharge.

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