Welcome back to the MSP Security Playbook, brought to you by Heimdal Security, your partner in unified, AI-powered cybersecurity designed to help MSPs win.

In this episode, host Jacob Hazelbaker sits down with Ian Luckett, MSP growth expert and founder of the MSP Growth Hub, where he helps service providers scale profitably, build strong leadership teams, and step out of the day-to-day firefight.

Ian brings decades of leadership and business transformation experience, and he believes one thing firmly: Technology doesn’t grow an MSP; leadership does.

Together, Jacob and Ian unpack how MSPs can break through plateaus, overcome bottlenecks, and build organisations that scale through clear direction, empowered teams, and consistent execution. Ian walks through his Scale of Confidence Model, revealing the three foundational pillars every MSP must master.

Elsewhere, on this week's threat brief, Adam Pilton exposes the terrifying rise of AI-enhanced virtual kidnapping scams, a new wave of psychological attacks using manipulated images, emotional shock, and social engineering to extort victims. He explains how these scams work, why they’re spreading fast, and how MSPs can use this threat to open crucial conversations about digital privacy and human-layer security with clients.

This episode is packed with practical leadership tools, people-first strategies, and mindset shifts to help MSP owners scale smarter, build trust, and lead their teams with clarity.

Chapter Markers:

(02:00 ) – Threat Briefing: AI-enabled virtual kidnapping scams

(06:00 ) – MSP owners and the leadership gap: Why it matters

(10:00 ) – AI vs. Process: Why AI can’t fix a broken MSP

(16:00 ) – Delegation as a confidence-building tool

(21:30 ) – The Scale of Confidence Model explained

(26:00 ) – MSP Hot Seat: The leadership skill that defines the next generation

(28:00 ) – Jacob’s Play-by-Play: Key takeaways

Useful Links:

Connect with Ian Luckett on LinkedIn

To learn more about The MSP Growth Hub, visit their website

Follow Jacob for more cybersecurity insights on LinkedIn

For more from Adam, connect via LinkedIn

Explore Heimdal’s platform at heimdalsecurity.com