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Evolved RadioEvolved Radio Podcast: Interviews with technology experts, industry thought leaders, business leaders and other interesting minds. Author: Todd Kane
Evolved Radio Podcast: Interviews with technology experts, industry thought leaders, business leaders and other interesting minds. Exploring the evolution of business and technology. Language: en Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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From the Kitchen Rush to Cyber Risk: Lessons in Leadership and Service - ERP140
Episode 140
Monday, 3 August, 2026
Josh Hobein, manager of cybersecurity and automation at Centrex IT, discusses how MSPs can be run like five-star restaurants by prioritizing service, empathy, and experience over mere SLA “checkbox” performance. Drawing on his background in restaurant management, he explains how hospitality skills translate to tier-one helpdesk and why culture is defined by what leaders tolerate, requiring top-down standards, accountability, recognition, and sometimes letting misaligned people go; Centrex’s ESOP model also supports ownership and buy-in. On security, he describes a simplified five-stage maturity model built from cyber insurance requirements and CIS controls (favoring CIS for its programmatic implementation groups) to help non-technical owners understand progress via a roadmap. He cautions against fear-only security selling, advocating education-based conversations, and emphasizes business-decision-focused tabletop exercises (including IRGame.ai) plus the importance of cyber insurance and minimum security baselines.Check out a scene from The Bear that demonstartes what choosing excellence looks like. This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP. (00:00) - Meet Josh Hobein (00:41) - Michelin Star MSP Mindset (02:25) - Hospitality to Helpdesk (04:39) - Service That Wins Loyalty (06:56) - Beyond SLAs With XLAs (09:36) - Leading Culture and Standards (13:06) - From IT to Restaurants Back (19:13) - Frameworks Without Jargon (22:11) - Five Stage Security Maturity (23:28) - Maturity Model Roadmap (24:57) - Fear vs Education Sales (26:00) - Dark Web Scan Reality (29:02) - Trust Through Assessments (30:17) - Cyber Insurance Minimums (32:26) - Walking Away From Risk (33:04) - Waivers and Enforceability (34:41) - Minimum Standards and Compromises (36:28) - Tabletops for Executives (39:13) - Roleplay High Stakes Decisions (41:15) - Practice Like a Restaurant Rush (42:16) - Next Monday Action Steps (43:39) - Closing and Resources
