David Shuster is Managing Director and founder of Managed IT Experts. He has a passion for helping businesses to improve their IT effectiveness.
Here we asked David some questions about why he set up Managed IT Experts and a little about his journey as an IT entrepreneur.
When and why did you start the business
I have been fascinated by computers since the first one appeared in 1990 when I was 10.
That curiosity and passion grew over time as computers very quickly got more powerful and capable. I had my first exposure to the business world when I was 19 and I ran an IT provider company for a couple of years. So, after graduating with a Masters in IT from the University in Glasgow – and spending a couple of years working for a local IT company in Fife – I decided that it was time for me to start on my own business in 2005.
Who or what was your inspiration to do this?
My experience of working in the IT support industry prior to establishing Managed IT Experts was invaluable to me.
I had first-hand knowledge of what it took to deliver effective IT services and solutions at the company where I previously worked. I also had the inside track on how it could be improved in many different ways. Especially on the customer service side.
I think what was key was that I had the experience and passion for both IT and the business side of things. And it only made sense to combine the two and start my own IT Support provider business.
Tell us a little about how you made the business grow?
It was very much organic growth based on referrals for the first 10 years of the business. One of the things that has been central to our success since launching the business – whether delivering fully Managed IT support services or implementing Cloud services – has been ensuring that our customers are happy with the service we provide. Because contented customers can help spread the word to their networks and connections.
We pride ourselves on the excellent feedback we get from customers, whether that be in the form of customer satisfaction surveys (which we run on an ongoing basis), testimonials or Google reviews.
At the same time as growing the customer base we have also kept growing the team alongside. And we have also been able to broaden out the IT services to our clients. So, we started with core IT support services but now offer a range of other services including Cloud based solutions based on business applications like Microsoft Dynamics 365, Microsoft Power BI, Microsoft Power Platform and Microsoft 365.
What were the particular challenges you face and how did you overcome them
Running an IT Services business these days is not exactly a walk in the park as technology changes at a super-fast pace now. Which means you are constantly learning at a very high pace too.
However, the flip side of this challenge is that it really makes life interesting. Two days are never the same which means you don’t have time to get bored as there is always something new and fresh around the corner.
For me, the way to meet this challenge head on is to realise that you can’t do it all yourself. Having a, expert and loyal team of IT experts behind you is the key to dealing with the constant change that is required to keep you ahead of both technology and customer demands.
What are the key lessons you have learned along the way
I think I have partly alluded to it in my answer above. If you want to deliver a great service to your clients and you want to grow your business, one of the key focuses must be an investment in your staff. It is foundational, and if you get that part wrong, everything else will start to crumble around you.
What gets you out of bed in the morning
The thought that there are quite a few people dependent on me – both clients and staff – who help our clients every day to run their business smoothly.
Who are the key people who have supported you in your journey
In the early days I got a lot of business support from local Business Gateway services. If you are thinking of starting your own business, it is worth checking them out and getting a feel for the types of services they provide to early stage businesses.
Then, over the years, I have found engaging with different advisers, consultants and mentors – and networking with fellow business and technical people – really helps to shape your thinking on key issues. The IT Services industry is a relatively open place where there are quite a few forums and specialists communities where you can connect with peers who are facing the same sort of issues you are. To share ideas and advice on how to overcome them.
What advice would you give to someone starting an IT Services business now?
I would say make sure you focus on the human side of IT as much as you do on the technology itself.
The reality is that technology is only a tool at the end of the day and will be judged on how effectively it is used. So, it is critical to get your clients fully engaged with it early in the process. So, building education and training into the delivery of IT services for clients is paramount.
Where do you see the future of IT services?
It is only going to be bigger part of everyone’s life, on both a personal and business level.
In the business world everything is moving toward being even more data-driven. So, it is important to keep yourself up to speed with the changes and invest in your own digital skills no matter what your profession is. And the Cloud is going to become an even bigger part of that story as we move forward.
Interested to learn more? You can connect with David on LinkedIn.
