What 20 Years in IT Taught Us

Running an IT business isn’t something you learn overnight. It takes years of trial, error, and the occasional late-night crisis to truly understand what keeps a tech company alive and thriving.

A while back, I sat down with Tom Lawrence from Lawrence Systems to talk about what it’s really like to run a managed service provider (MSP) and build a career in technology. The video might be a little older now, but the lessons are more relevant than ever, especially as the IT world continues to evolve at a rapid pace.

I’d like to take this opportunity to thank Tom, not only for joining me in this conversation, but also for encouraging me to start my own YouTube channel when I was just getting started. At the time, Tom was already well established, and his advice and example gave me the confidence to get in front of the camera. He continues to run the excellent Lawrence Systems YouTube channel, where he shares deep insights into networking, open-source technology, and the business side of managed IT.

🎥 Watch the full interview below:

Starting Out: The “Unwilling Entrepreneur”

Tom describes himself as an unwilling entrepreneur, someone who started a business out of circumstance rather than a burning desire to “be his own boss”. After his employer collapsed, he turned uncertainty into opportunity and signed his first clients from the ashes of his old company.

For both of us, those early years were defined by long hours, steep learning curves, and sheer persistence. There’s no shortcut to experience, only the willingness to keep moving when things get messy.

Hiring, Contractors, and Finding the Right People

When you first start out, hiring full-time staff can feel risky. Tom and I both relied heavily on trusted contractors before expanding our teams. That approach gave us flexibility without the financial pressure of payroll in those early days.

Even today, finding skilled, reliable engineers is one of the hardest parts of running an IT business. The right team culture takes time, and sometimes a few false starts, to build.

Raising Prices and Knowing Your Worth

One of the most valuable topics we covered was pricing. Many IT firms hold back from increasing rates, worrying about losing clients. But as Tom put it, “You can’t expand if you don’t pay for stuff.”

Regular price reviews aren’t greed, they’re survival. Costs rise, staff expect progression, and good service deserves fair compensation. The key is communicating clearly and honestly with your clients.

When to Walk Away from a Client

It’s not easy, but sometimes the healthiest business decision you can make is to fire a client, we’ve both done it. Whether it’s poor communication, unpaid invoices, or constant resistance to security best practice, some relationships simply aren’t worth the stress.

Having the confidence to say “no” frees you to focus on clients who value your expertise.

Staying Current in a Fast-Moving Industry

Between us, we’ve seen IT transform from dial-up modems and BNC cables to cloud platforms and remote monitoring tools. Keeping up can feel overwhelming, but curiosity is key.

Tom still spends hours each week consuming podcasts, news sites, and community discussions to stay ahead, and I do the same. In this industry, learning never stops.

What’s Changed Since Then

Looking back, I’d say the fundamentals haven’t changed:

• Build genuine relationships.

• Communicate honestly.

• Don’t race to the bottom on price.

• Stay flexible: technology and business both evolve faster than any of us expect.

What has changed is the pace. Remote work, cloud adoption, AI, and automation have reshaped how MSPs deliver value. Yet the principles of trust and expertise still drive every successful IT partnership.

Final Thoughts

If you’re building (or dreaming of building) your own IT business, I hope this conversation gives you a realistic glimpse of what’s ahead. It’s not easy, but for those who love technology and problem-solving, it’s one of the most rewarding careers out there.

👉 Watch the full video above
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