Protecting MSPs from human-centric cybercrime

Managed Service Providers (MSPs) sit at a critical point in today’s cyber landscape. Not only are they service providers, but they are also responsible for protecting the digital element of an organisation. 

Their privileged access to multiple client environments makes them a highly attractive targets for cybercriminals. Just as supply chains are attacked to maximise reach, breaching an MSP offers attackers a direct path into many different organisations at once. For cyber criminals, the prize for breaching an MSP is high given the amount of data they hold.

Pain points facing MSPs

Unlike larger organisations with dedicated security budgets, MSPs often operate under tight financial constraints. They compete in a crowded market where customers frequently prioritise cost over comprehensive security. At the same time, their staff are stretched thin, asked to balance proactive defence with constant firefighting.

This environment creates a perfect storm of challenges. Limited resources make it difficult to provide ongoing training or continuous monitoring. Budget pressures mean that clients often resist additional spending, even when the risks are clear, leaving MSPs hesitant to invest further without a visible return. Reputational damage is also a major concern. A single breach can ripple across multiple clients, amplifying its impact and undermining trust.

Human risk compounds these pressures. Helpdesk and support staff often sit at the frontline of client interaction, handling urgent requests and resolving issues quickly. This pace, combined with the privileged access many MSP employees have to customer environments, makes them attractive targets for phishing, social engineering and MFA fatigue attacks. For a busy or under-resourced MSP, even a momentary lapse can open the door to a serious compromise.

This combination of limited resources, elevated risk and heavy responsibility means MSPs must think differently about security. Protecting their own staff and changing internal culture is just as important as deploying technical defences for clients.

Building a security-first culture 

Defending against human-centric attacks requires a cultural shift within the MSP itself. Cybersecurity cannot sit solely with the security lead or IT director; it must be a shared responsibility across the entire workforce. MSPs rely on speed, responsiveness and trust to deliver excellent service, yet these same qualities can make staff vulnerable to manipulation. Embedding security awareness into this service driven culture is therefore essential. 

Every employee, from helpdesk technicians to senior administrators, must recognise that they are a potential target. MSPs that acknowledge this and weave security thinking into everyday workflows, such as verifying identity before granting access or pausing to question an unusual client request.

Fostering this kind of cultural resilience is not about fear but rather empowerment. Effective training should focus on recognition and response, such as spotting suspicious login requests, pausing before resetting a password or verifying financial instructions through a secondary channel. To be effective, training must evolve beyond compliance checklists and become a regular part of operational life.

Embedding this change will not happen overnight. MSPs need to give their teams permission to slow down, verify and escalate without fear of blame or delay penalties. Security must become part of daily conversations, not a once-a-year compliance exercise. MSPs that achieve this shift will be better protected internally and more credible when demonstrating their security posture to clients.

Selling security in a cost-conscious environment

Unsurprisingly, budgets remain a barrier to enhancing security. Both MSPs and their clients may view security as something to minimise rather than invest in.

Yet in today’s environment, security is revenue protection. The recent Marks & Spencer cyber-attack, reportedly costing the business £300 million, underscores the scale of potential loss. MSPs that can clearly articulate this reality can help clients see security as essential to business resilience rather than an optional extra. 

Looking practically, MSPs can start by tiering security offerings, so clients understand the baseline level of protection and the benefits of enhanced packages. Transparency is key: show clients what is included, what risks remain and what additional services can mitigate them. This makes upselling less about pressure and more about informed choice. MSPs that demonstrate strong internal practices from robust verification, transparent processes and visible staff awareness, enhance their own credibility and make a stronger case for investment.

Training MSP staff on social engineering

Of all the attack methods, phishing remains the most successful. Business email compromise, fraudulent password reset requests and MFA fatigue attacks are designed to exploit the helpfulness and speed that make MSP teams effective.

Training is essential, but it must be frequent, and scenario based. Staff need to see realistic phishing simulations, hear examples of how attackers manipulate trust and practice escalation procedures. If an engineer pauses before granting a reset, or if a helpdesk worker checks with a colleague before approving unusual access, that hesitation can stop an attack in its tracks.

Practical steps forward

To reinforce their defences, MSPs should prioritise strengthening identity verification, even if it introduces small delays. Monitoring human risk, such as repeated login issues or frequent password resets, can help identify areas where extra support or training is needed. 

Investing in continuous, scenario-led awareness training builds reflexive caution, while strong email filtering reduces the number of threats that reach staff in the first place. When breaches do occur, robust backup, recovery and incident response processes ensure resilience. Positioning resilience as a managed service offering also creates a new opportunity for MSPs to add value.

The opportunity for MSPs

The reality is that cybercriminals target people because people are often the weakest link. For MSPs, this reality brings both risk and opportunity. 

By recognising human behaviour as the new frontline, embedding cultural change and reframing security as business protection, MSPs can strengthen their defences and differentiate themselves in a crowded market.

Ultimately, the MSPs that succeed will be those that treat security not as a cost but as the foundation of trust. In a world where attackers are exploiting people as much as technology, that trust is the most valuable service an MSP can provide.