IT management

Live Virtual Help Desk: Mike Byrne’s Next Moves

Help Desk
Mike Byrne
Mike Byrne

Mike Byrne, a well-known MSP software industry veteran, recently joined Live Virtual Help Desk as VP of sales and marketing. But what triggered the career move for Byrne? We tracked down the answers.

First, a little background. Byrne is a veteran of AVG Technologies, Dell, Quest Software (now owned by Dell), GFI Software and N-able Technologies (now owned by SolarWinds). For much of his career, Byrne has focused on recurring revenue models for MSPs and IT service providers. Much of his sales and software background involves RMM (remote monitoring and management) and network management.

A few weeks ago, Byrne joined Live Virtual Help Desk, which offers a range of IT support services to MSPs and their SMB end-customers. The company, driven by CEO Dan Sturgill, also has a mid-market enterprise focus. Byrne described his career move and goals in an email conversation with ChannelE2E. Here's a recap.

Mike Byrne: In His Own Words

ChannelE2E: What attracted you to Live Virtual Help Desk?

Byrne: I've been working with LiveVHD since 2009 and have a strong relationship with LiveVHD's management. They're well-respected in the industry. Based on where the industry is heading, companies like LiveVHD are perfectly positioned for growth.

ChannelE2E: What are the company's core services at the moment?

Byrne: There are four key areas of focus...

  1. Help Desk: The industry’s premier help desk solution since 2009 delivers expert North American-based support with an 85% first call resolution rate.
  2. Network Operations Center (NOC): This involves infrastructure management using your tools with the flexibility to provide monitoring, management and preventative maintenance for your customer’s environments
  3. Project Work: Our Remote System Administration service allows you to tap into our bench strength for all projects large and small.
  4. On-Site Resolution: Access 7×24, web-based & email dispatch for technical support and troubleshooting that can work with existing staff or stand-alone.

ChannelE2E: How many MSPs/IT service providers work with Live Virtual Help Desk?

Byrne: We work with 300-plus MSP partners. We have 6,000-plus devices under NOC management; and 15,000-plus help desk endpoints. In the mid-enterprise market serving corporate clients, we have 500 devices under NOC management and 5,000 help desk endpoints.

ChannelE2E: What are your priorities for the first three months or so?

Byrne: I plan to strengthen existing relations with the various MSP industry vendors.  And we'll increase LiveVHD’s industry footprint through targeted marketing campaigns.

ChannelE2E: What about longer term -- what do you see as your overall first-year priorities?

Byrne: We'll implement LiveVHD’s first-ever partner program. We'll have dedicated account managers. We're planning rebranded marketing and sales materials, and educational webinars. Also, we plan to increase LiveVHD’s MSP customer base, as well as LiveVHD’s Mid Enterprise/corporate client base. And we plan to establish new reseller channels

ChannelE2E will check in with Byrne down the road for a progress report.

Joe Panettieri

Joe Panettieri is co-founder & editorial director of MSSP Alert and ChannelE2E, the two leading news & analysis sites for managed service providers in the cybersecurity market.