In this episode, Brian Gillette talks with Omar Armenteros, CEO and founder of Virtuworks, about the future of managed services and how SaaS is changing the game. With over 30 years in the industry, Omar shares how his company shifted from traditional break-fix models to software-driven solutions that scale and automate to meet today’s demands.
They discuss how this change is reshaping the way MSPs operate, why automation is essential for growth, and how customer expectations are evolving. Omar also explains why the traditional MSP model is fading, making way for a new, software-centric approach to IT services.
In this episode, you’ll learn:
- How Virtuworks adopted SaaS to improve operations
- The importance of meeting changing customer expectations in 2026
- Why automation is crucial for growing an MSP business
- How to adapt to the shift from service to software
Listen in to hear how the managed services landscape is evolving, and why embracing software might be the key to staying ahead.
Episode Hosts
Brian Gillette
Brian Gillette, the founder of Feel-Good MSP, stands out in the Channel with his unique, empathy-driven approach to sales and client relationships.
Formerly a VP of Sales for an MSP, his expertise now shines as a consultant, where he transforms traditional sales tactics with a focus on understanding and meeting client needs.
Renowned for his strategies in overcoming sales objections, Brian champions selling outcomes over technicalities, emphasizing value, trust, and the importance of peace of mind and productivity for clients. His dynamic, client-centered philosophy makes him an invaluable asset in the MSP landscape.
He is the host of The MSP Sales Podcast and author of the book, "How to Sell a Sh*tload of Managed Services: Without Selling Your Soul"
Omar Armenteros
Omar Armenteros is the Founder and CEO of VirtuWorks, a Miami-based Managed Service Provider he co-founded in 1994 (originally as GISnet) with lifelong friend Matt Mehler. Starting at age 17 after dropping out of high school, Omar built the company from a break-fix operation into a thriving IT services firm approaching $13 million in annual revenue, supporting roughly 700–800 clients with approximately 500 under managed service agreements.
A pioneer in the MSP space, he has championed a software-first, SaaS-oriented approach for nearly two decades - developing proprietary tools, including a homegrown RMM and multi-tenant platforms - focused on user-centric standardization, automation, rapid onboarding, and reducing technician workload to deliver reliable, proactive IT that makes technology nearly invisible to clients.