How is AI transforming the managed services industry today?
We believe we are in chapter 1 of how AI will transform managed services. The impact it has had to date on the industry – as a place of research, as an assistant, as intelligence accessed through chat, as an agent of basic automation – is a tiny fraction of what is coming. Today’s frontier models are already powerful enough to not just increase efficiencies, but to change the very nature of the service we provide.
What key challenges are driving MSPs to invest in AI-driven solutions?
AI is novel. It is evolving more rapidly than any innovation in history. No industry has yet figured out how to harness its latent power effectively and fully realize its capabilities. Investing in it intentionally requires wrestling with an enormous amount of uncertainty, complexity, and change, requiring experimentation, dedicated leadership, and raw re-engineering of the business. This level of focus and investment is simply not feasible for most organizations. We feel fortunate that New Charter has both the scale to invest and address these challenges head-on, AND the agility of local, community-integrated MSPs, facilitating an unprecedented approach and investment.
How do AI-driven acquisitions impact the broader MSP market?
I think most MSP leaders recognize that AI is simultaneously an enormous threat and an enormous opportunity to their business. And I think many are asking themselves if they have confidence in their level of attention on it, their depth of investment, and the effectiveness of their strategy. Achieving scale together, in a way that honors what the leaders have built but centralizes resources for AI integration, can make sense in for some of them, and we hear that in our conversations with those leaders.
What are the biggest efficiency gains MSPs can achieve with AI?
There are immediate, quantifiable efficiency gains available in 2025, that we have proven out. But the question that lives with me is – what does that look like in 2026, 2027, and 2028? I have a sense, and we have data on what we’ve achieved so far, but no one truly knows how far this will go.
How is AI improving cybersecurity and risk management in managed services?
AI is increasing the challenges on the attack side, as hackers have access to more precise language, and to more sophisticated tools through generative AI. With the rise of generative AI, we have seen an increase in sophistication and success in attacks, in organizations that aren’t well defended. The key is to leverage AI on the defense side as well: It’s worth noting that Microsoft has built the largest security AI in the world – it processes 78 trillion security signals per day! We work to leverage this and other AI-infused cybersecurity defenses for our clients.
What role does automation play in enhancing IT service delivery?
No client wants to wait for time consuming processes, or to deal with the mistakes that come from techs embroiled in cumbersome manual processes. Automation allows techs to be fast and accurate (which is what the techs want) and clients to receive more precise and timely service (which is what the clients want!).
How do businesses benefit from AI-powered managed services?
In 2025, I think we are all leading businesses while dealing with uncertainty and change. Few of us business leaders are confident we can just do business exactly as we have before, and be protected against the risks, uncertainty, and pace of change in 2025. For our clients? It’s more critical than ever to have the best technology team on your side – a team that both leverages the latest AI to serve you better, and that shares the lessons of how to harness AI effectively and wisely. We take that responsibility very seriously.
What skills and expertise will MSPs need to stay competitive in an AI-driven landscape?
I propose that MSP leaders need to lean on the ability to confront raw complexity, challenge assumptions, try novel approaches, and lead change effectively – within their organizations and within their clients.
- About Ryan Barton
- About New Charter Technologies
Ryan Barton is the Chief Innovation Officer at New Charter Technologies. He is the founder of Orchestrate AI Labs (now acquired by New Charter Technologies) and has long been a pioneer at the intersection of technology, business strategy, and the meaning of work. He is a husband, a father of 3, an insatiable reader, and a lifelong seeker of wisdom.
At New Charter Technologies, we offer personalized local IT support backed by a nationwide team. With over 50 locations across North America, our extensive resources and deep expertise in cybersecurity, IT consulting, project work, and more, are ready to scale with you.
We combine industry insights with comprehensive IT services that evolve with your business. As leaders in Modern IT, we partner with our clients to achieve their business goals and overcome challenges.
Experience the better way to do IT at newchartertech.com.
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