How SuperOps’ dashboards changed Network Ltd.’s IT support game

Editor's Note

When Jack Marshall, Associate Director at Network Ltd., an MSP and web development company, told us how data dashboards reshaped their operations in ways they never expected, we knew his story deserved a bigger stage.

Network Ltd has long helped businesses hit their goals through smart IT solutions and custom systems, especially in the manufacturing space. But what began as Jack’s search for cleaner ticket management quickly evolved into a masterclass in using real-time insights to elevate service delivery.

His experience underscores a truth we see across the MSP community: the right visibility at the right moment changes everything. It shifts teams from reacting to leading. It turns instinct into verifiable data. And it gives technicians and leaders the clarity they need to move faster and serve better.

We love hearing how customers use SuperOps to transform their operations. We’re proud to feature Network’s journey, and we’re grateful for partners like Jack who challenge us to keep building better tools for MSPs everywhere.

From Firefighting to Proactive Support

Leading the IT support team at Network, our mission has always been "Great IT for Business." Behind the scenes, that means managing everything from urgent fixes to long-term infrastructure planning. When I first stepped into my role as Associate Director, my team and I were juggling countless tickets, SLA deadlines, and recurring issues, all while trying to keep the business running smoothly.

We were good at firefighting, but deep down, I knew we needed to move from reactive to proactive. Before SuperOps, we had developed our own ticket system. The only statistic we tracked was how many tickets technicians had solved in total, with no date filter. We were flying blind.

The Challenge

Before dashboards, visibility was our biggest pain point. I was relying purely on gut feeling about how we were performing rather than using data to demonstrate the good work we were doing. We had little to no visibility into ticket trends and SLA compliance, and SLA compliance was important to me as a measure of our performance. Although many of our clients don't request one, we set an internal SLA that we aim toward to maintain a high standard.

By the time we compiled data in our old system, it was already outdated. We were constantly asking, "Where do we stand right now?" and rarely had an answer.

The Turning Point

While exploring SuperOps for better ticket management, I stumbled upon the dashboards feature. At first, it felt like a nice-to-have, and I hoped it would give me some insight into ticket numbers. But the more I explored, the more I realized this was the missing piece. Real-time insights, visual clarity, and no more digging through endless rows of data or questioning if the data was correct.

Why We Embraced Dashboards

The decision was easy. We needed a way to see the big picture instantly: ticket volumes, SLA compliance, technician workload, all in one place. Dashboards delivered exactly that.

Tracking Metrics and How We Use Them

Today, our dashboards show:

• Ticket trends by category, subcategory, and priority (we've added our own metric for "complexity" to underst and how many "easy" or "hard" tickets we receive)

• SLA compliance and resolution times

• Workload distribution across the team, including who the highest resolver is and ticket load/closure overviews

• Recurring issues that need root-cause fixes

We've customized them into three main views:

• Team Performance: Who's handling what, and how fast?

• Operational Health: Are there patterns we need to address?

• Client Impact: How quickly are we resolving issues?

Every week, these dashboards guide our stand-up meetings. They help us understand our workload, arrange priorities, and spot problems before they escalate.

The Impact

Since adopting dashboards:

• Average resolution time dropped from 29 hours in January 2024 (when we first used SuperOps) to 5 hours in October 2025

• We can give every technician a "score" (Complexity × Tickets Solved) to help with performance tracking and get a quick overview of our productivity

• We're resolving more tickets with fewer technicians, increasing our overall performance

• We have a TV dashboard in our office showing real-time ticket status. This has created a great culture within the team—they find the stats insightful and say it improves their attitude at work

• Our customers can see certain dashboards we share with them, giving them visibility into where they stand and what's happening with their issues. This has helped build further trust between our clients and us.

But the biggest win? Confidence. My team knows exactly where we stand, and leadership gets transparency without waiting for monthly reports.

The "Aha" Moment

One insight surprised us: a small cluster of recurring issues accounted for most of our tickets. That discovery led to preventive measures that saved hours of work and improved user experience.

Key Takeaway

Dashboards turned our IT support from reactive firefighting to proactive problem-solving. Real-time visibility means better decisions, faster resolutions, and happier clients.