In this episode of AI Savants, host John Rice sits down with Ed Don, CEO and founder of Lumen21, for an unfiltered look at the realities of running a Managed Services Provider (MSP) in today’s evolving IT landscape. With nearly two decades of experience, Ed shares the hard-earned wisdom that comes from building a business, weathering industry shifts, and keeping clients safe in a world where cyber threats “do not discriminate.”

From the early days of opening his doors with little more than a dream, to leading a nationwide MSP that delivers both infrastructure support and security services, Ed offers a masterclass on strategy, resilience, and client relationships.

This conversation dives deep into the biggest trends, challenges, and opportunities shaping MSPs today—from the rise of AI to the new realities of cybersecurity and cyber insurance. If you’re an IT leader, MSP, or entrepreneur looking to grow in a competitive market, you’ll walk away with practical insights you can apply immediately.

Episode Highlights

• 03:30 – The Early Days: How Ed started Lumen 21 and the lessons learned in 18 years of business.

• 07:45 – Cybersecurity Doesn’t Discriminate: Why small businesses are just as vulnerable as Fortune 500s.

• 15:00 – Redefining Mission Critical: How the definition of downtime has expanded from payroll to email and beyond.

• 21:10 – Building Relationships, Not Transactions: Why trust and long-term client retention are Ed’s biggest differentiators.

• 28:40 – Scaling with Strategy: How EOS (Entrepreneurial Operating System) helps guide growth and efficiency.

• 36:20 – Marketing & Client Acquisition: The hardest part of MSP growth—and how Lumen 21 approaches it.

• • 42:00 – Looking Ahead: AI, acquisitions, and Ed’s three- and five-year vision for the future of IT services.

  
  

  Episode Tags/Keywords

• Managed Services Provider (MSP), Cybersecurity, IT Services, AI in Business, Business Strategy, Client Retention, Risk Management, EOS Framework, Cyber Insurance, Growth Strategy, Entrepreneurship, Leadership, Proactive IT, Customer Experience

  
  

  Call to Action (CTA)

  • Subscribe: Follow AI Savants Podcast on Spotify and wherever you get your podcasts for more conversations with IT leaders and innovators.

  • Learn More: Visit https://www.aisavants.io to discover how we help MSPs grow their business.

• • Connect with Ed: Learn more about Ed (ed.don@lumen21.com) and Lumen21’s services at https://www.lumen21.com

  
  

  To connect with John Rice and AI Savants:

  • Website: https://www.aisavants.io

  • Email: john@aisavants.io

  • LinkedIn: https://www.linkedin.com/in/john-rice-31329526/