#59 – From the Trenches: Gross Margin Truths, Time Entry Realities & The Future of MSPs (Mordy Hackel – KJ Technology)

Operational truth. Financial clarity. The real future of MSPs.

In this episode, Josh Peterson and Mordy (Morty) Hackel explore the foundations and philosophies that determine whether an MSP thrives, stagnates, or collapses under complexity. Morty brings more than two decades of New York–based MSP experience, blending technical depth with strategic insight.

Guest Introduction

Morty Hackel is Partner at KJ Technology, an MSP serving financial, professional services, and family-office clients across the New York region. In this conversation, Morty shares his journey from finance to technology, and breaks down the operational DNA required to run a resilient service organization today.

🎙 What We Cover in This Episode

• Why gross margin is the truest measure of MSP health

• How time entry affects every financial report

• Why “hours are a perishable good” inside a services business

• The real purpose of dispatching (and how most MSPs misuse it)

• AI, automation & the next phase of MSP operations

• Sales reality: relationship sourcing vs. pipeline engineering

• How MSPs can grow beyond break/fix thinking

• The psychological journey of the aging MSP owner

• Building advisory-level relationships with clients

• What MSPs must learn before 2026 arrives

👤 Guest Links

LinkedIn: https://www.linkedin.com/in/mordyhackel/

Company Website: https://kjtechnology.com

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