Contractor Onboarding System for International Hires
MSPs hiring international contractors often onboard them with scattered emails and inconsistent paperwork, which creates compliance risk and a slow start for the new hire.
I built a standardized onboarding system for independent contractors across multiple countries. It includes engagement and onboarding document templates, a step-by-step checklist, and a clear handoff from signed agreement to first day.
What I delivered
- Reusable contractor agreement and onboarding templates
- A repeatable onboarding checklist for HR and ops
- Documentation that accounts for working across different jurisdictions
Result
New contractors start faster, owners stop reinventing the paperwork for each hire, and the process runs the same way every time.
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Structured Hiring for MSP Roles: Interview Guides & Scoring
Hiring for technical MSP roles often relies on gut feel. Interviews vary from one candidate to the next, and it's hard to tell a strong engineer from a good talker.
I built a standardized hiring system with role-specific interview guides for technical MSP roles, including Staff Security Engineer, Automation Engineer and Senior MSP Engineer. Every guide follows the same structure, so each candidate is judged against the same standard.
What I delivered
- Role-specific interview guides with scored questions
- Structured rubrics so interviewers rate answers consistently
- Hire bands that turn scores into a clear decision
- Source checks to keep the guides accurate and consistent across roles
Result
- Interviews are consistent, decisions are easier to defend, and owners can hire without starting from scratch each time.
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Performance & Coaching System
Many growing MSPs handle underperformance informally. Feedback is inconsistent, nothing is written down, and when a serious issue comes up the owner has no clear process to follow or defend.
I built a coaching and progressive discipline system that gives managers a clear, fair path from recognition and coaching to formal escalation. It also accounts for the compliance risks of managing a mixed team of employees and international contractors.
What I delivered
- A coaching log (fillable PDF) for verbal warnings and recognition, with a structured reference number for every entry
- A rewritten Performance Management and Progressive Discipline policy
- A manager quick-card so leaders know what to do at each step
- A separate Corrective Action Plan for higher-level escalations
- Policy language that works for both employees and contractors, with compliance risks flagged across different jurisdictions
Result
Managers handle performance issues the same way every time, everything is documented, and owners have a clear process to rely on if a situation escalates.
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Billing & Procurement Process Mapping: Quote to Cash
In many MSPs, quoting, ordering, and invoicing happen in different tools with no clear owner. Orders get missed, invoices don’t match what was sold, and the process lives in one person’s head.
I mapped an end-to-end quote-to-cash process for an MSP, from the accepted quote through procurement, billing, and payment. I defined who owns each step, how the systems hand off to each other, and where billing audits catch errors before they reach the customer.
What I delivered
- A step-by-step flow from accepted quote to a sales order, procurement tracking, and ticket closure
- A billing path from invoice creation to the customer billing portal
- Clear ownership for billing, procurement, and accounts receivable
- A handover plan with access checklists so the process doesn’t depend on one person
- A billing audit check comparing sales orders to invoices for accuracy
- Separate handling for one-time purchases and recurring contracts
Result
Fewer dropped orders and billing mismatches, a documented process anyone on the team can follow, and a smoother handover when responsibilities change.
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