Juan Fernandez is the Global Channel Chief at SuperOps, the next gen platform for MSPs. A former MSP and investor, Juan’s achievements have been recognised across the industry, winning numerous awards. He shares his advice on being a better MSP leader.
An Interview With Juan Fernandez
How the CEO of SuperOps Takes a Different Approach to Business
Juan says he and Arvind are aligned with what they want to do: “He’d been very successful in previous roles, but he’s not motivated by money. He wants to empower others, and I’m the same.
“I want to do the right thing, and Arvin’s goal was to create jobs for the community and legacy wealth for our employees. That aligns with my goals. As a leader, our job is not to tell people what to do.
“It’s to empower them to be more successful and to create those jobs and those opportunities for people to find success. That’s the moment that I love the most. Arvind’s vision is different to most CEOs.”
What Juan Looks for in Team Members
Juan says that as an MSP leader, he’s looking for people with drive, determination and passion. But too often, leaders are only looking for people who can do the job. “That’s why I want people with passion, because they can be aligned to the role.
“So often, people have been in unfulfilling jobs. But when you give them the opportunity to find something they’re passionate about, they’re unstoppable. I’m looking for people who want to enact change and take charge of their destiny themselves.”
How an MSP Leader Should Support Staff not Reaching Their Potential
There sometimes comes a time when you’ve encouraged a team member to try a role or take on more responsibility but it hasn’t worked. So what should you do? Juan says he tries to encourage people to self-select.
“But the problem is often their mindset. I might feel confident that they’re capable, but they don’t think they are. Where possible, help them to see what they can do. If they don’t have the desire to step up to the challenge, it’s frustrating as a leader.
“In those situations, you can try to encourage them. Or you can realise that there’s something holding them back which could damage the entire team. They have to all work to the same goal, and if someone isn’t you have to let them go.”
How to Build Resilience as an MSP Leader
Juan says that his approach to being an MSP leader is to lead by example. “I tell my team, ‘I won’t ask you to do anything I wouldn’t. So I always do things first, no matter how small.
“By demonstrating that something is possible, then you know you can do it too. It’s my job to help them understand it. And if they really don’t have faith in themselves, then maybe it isn’t the right role. That’s ok.”
Juan says there are different approaches to leadership you can take. “Maybe you prefer to be in control, but I like the team vote. Everyone gets a say. As a leader, we feel that we have to make all the decisions. But if you empower the team, you build resilience for yourself and them.”
How Juan Became a Published Author
Juan explains he met his co-author by chance after he won MSP Shark Tank. “Marnie Stockman contacted me on LinkedIn. And I always reply to people who connect with me.
“We just hit it off and had similar backgrounds. We talked, did a joint presentation at an event, and then we decided to write a book together. So, we wrote The MSP Owner’s Handbook QBR version. Since then, we’ve co-written other versions, including one for SaaS businesses.
“It’s been translated into different languages, and the SaaS version is used as educational material for SaaS companies on how to approach MSPs and understand their mindsets. It’s been incredible.”
Why Not Having a Mentor Helps Juan be a Better MSP Leader
Juan has always been open about the fact that he doesn’t look up to anyone. “From a young age, I learned from what I saw around me. When I saw behaviours I didn’t like, I’d say: ‘When I’m a leader, I will never do that.’
“So I still do that today. And it really helps me focus my leadership skills. I can say that there are tactics I’ve seen that I won’t use. It lets me push myself away from something I don’t want to be towards what I DO want to be.”
How to Connect With Juan Fernandez
- SuperOps
- Follow SuperOps on LinkedIn
- Like SuperOps on Facebook
- Follow SuperOps on X
- Connect with Juan on LinkedIn
- email Juan
- Text Juan
How to Connect With Me
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Mentioned in This Episode
- Cloud business suite: Zoho
- Helpdesk and ticketing software: Freshdesk
- Cybersecurity solutions: RSA
- TubbTalk 147: One Woman in Tech’s Remarkable Journey from MSP to Community Manager
- MSP peer group: CompTIA
- Juan’s book: The MSP Owner’s Handbook: QBR Edition
- Author and MSP sales expert: Marnie Stockman
- Research firm: Lifecycle Insights
- Interactive audio and video walkthroughs: TalkTrack
- Antivirus: Microsoft Defender
- Cloud solutions Provider: Sherweb
- TubbTalk 150: 25 Years an MSP – Valuable Lessons You Learn from Longevity
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