🤖 What happens when the service desk that built your business starts becoming a commodity?

Mark Alayev, CEO and founder of Thread, joins Joey Pinz to explore AI for MSPs, the future of managed services, and the leadership decisions that determine whether a company adapts or falls behind.

Recorded at Thread’s Seattle event, this conversation moves from Mark’s family restaurant roots to his journey building Chat Genie into Thread. He explains why customer service remains central to his work—and why adopting an AI platform cannot compensate for undocumented processes or weak change management.

Mark shares why MSPs should use AI internally before selling it to customers, how vertical specialization could shape their next chapter, and why he is reconsidering the role of traditional PSA software. He also discusses returning to the CEO role, protecting family weekends, and changing his mind after listening to customers.

🌟 Top 3 Highlights:

• Build capability before selling AI: Learn internally before promising results externally.

• Document before automating: Clear processes give AI something useful to execute.

• Lead through difficult choices: Put the right people in the right roles and say no when necessary.

An honest conversation for MSP owners, entrepreneurs, and leaders navigating growth without losing their purpose.