The Silicon Review
Sitehands is defining the next generation of IT field services. With a global network of 15,000+ vetted and certified field service technicians and support for clients in more than 100 countries and 4,000 cities, Sitehands performs work for the largest Financial Institutions and Fortune 500 companies. While Sitehands is built for enterprise scale and compliance, Sitehands On Demand is built to serve the unplanned and short-term IT needs any company encounters every day.
Today’s traditional IT field services delivery model is stagnant, fragmented, costly and complex. Sitehands was built to revolutionize the way IT Field Services are delivered. Sitehands owns the customer outcomes and applies a unique platform model to automate, orchestrate and oversee the delivery of services. All work is coordinated through Sitehands’ 24x7x365 Service Operations Center where they manage, curate and guarantee quality execution from initial setup to completion.
Their approach provides accountability, real-time updates and transparency throughout every field service transaction. They ensure their customers receive consistent and quality IT field service support - whether across town, across the country or across the globe.
In conversation with the CEO and founder, JP Rosato
Q. What would you say are the top three skills needed to be a successful IT leader?
I started my first company almost 30 years ago and since then have been lucky to surround myself with some of the industry’s smartest and most respected leaders. There are characteristics that serve to underscore the values we share: dedication, loyalty, service, honesty, trust, partnership and commitment to the mission. Success at any level, in any industry, starts by having a personal narrative and deep passion for your work. Having this unwavering commitment to your job is essential as it provides the honesty and integrity needed to enable trust, client intimacy, and overall success. My relationship with my customers is one of the most prized relationships I have in my life, besides the one I share with my wife, Linda.
Q. Can you brief us about the history of your company?
Over the past three years, we have been on a quest to redefine IT field services. Through my technology advisory firm, CS Technology, I have spent much of my career solving highly complex and visible infrastructure problems for the world’s largest Fortune 500 companies and Financial Institutions. We were always perplexed by the inefficiency, and excited by the opportunity, that existed for anyone who could re-invent and solve the fragmented IT field services space. With the launch of Sitehands, we have revolutionized IT field services and have unleashed the power of platform technology and economics for use by the enterprise. We now have a presence in 107 countries with a global network of 15,000+ technicians - and we are growing every day. I love this journey we are on and I am excited to watch as we continue to transform the IT field services ecosystem.
Q. What is your greatest fear, and how do you manage fear?
My greatest fear is not living up to my potential and not enabling others to live up to theirs. With passion, grit and hard work you can accomplish anything, and I see that every day in the blood, sweat, and tears we put into the business we are building at Sitehands.
Q. Brief us on the challenges you faced and how you overcame them.
When I started CS Technology, I had zero clients. I started with an idea and didn’t have access to any client base. The hardest part for me was gaining that access. I spent hours in a windowless room calling until I broke my way in. It taught me you need to work much harder than anyone else and to never give up. As CEO, you have to work harder than everyone on your team. You need to create an example of relentless pursuit and the urgency and velocity for making decisions to reach your goal. I live each day like it is the last for my business.
Q. What do you think is the most memorable moment in your career?
The telegram I received from my wife congratulating me for the launch of my first business. I still have it. It reminds how far we have come and gives me the motivation and drive to never give up.
Q. What other leaders do you look up to, and why?
All of our technicians are heroes to me. Their commitment to the field and dedication to their work makes me want to work harder. I also look up to those that put themselves in harm’s way, who go out and risk their lives to support the life we have, such as military, EMTs, doctors, etc. – these are people who are better than I am.
In the industry, there are so many people I can name and am fortunate to know, but some that come to mind are Katherine Gleeson -MD of Global Technology Infrastructure at JPMC, Rajeev Khanna - the CTO of AON, Guy Chiarello – President of First Data, George Brady – CTO of Capital One, Andy Brown–CEO of Sand Hill East. All have a wealth of knowledge, invaluable experience and believe in hard work through commitment to people, honesty and integrity. They never forgot where they came from, how they got their success and the importance of the individuals and everyone on their staff during their journey. For the most part, I grew up with these people and we’ve established not only a professional relationship, but a friendship. Another person who isn’t my friend, but I know could be, is Mike Rowe, from the show Dirty Jobs. His commitment to hard work is a core value we both share.
Q. What do you hope to accomplish in the long run?
Our technician community is the backbone of our business. They are the ones who get up at 3am to answer calls in the middle of the night. They are the ones who leave their families on holidays when an emergency hits our clients. I want to make a profound impact in field services by building and enabling the most intimate community of people who live and love the field.
Q. What are your future focus areas?
Our technician community. We are on a greater mission to democratize opportunity, unify the labor market and provide a pathway to economic prosperity for all who want to embark on this journey with us. We believe in celebrating hard work by providing new and exciting opportunities. We are giving our technicians a voice and platform to collaborate, educate and make an impact. Now that’s pretty cool.
The visionary leader, JP Rosato
As CEO and founder of Sitehands, Mr. Rosato provides the vision and executive leadership that has enabled Sitehands to change the paradigm for technology field services delivery that is redefining the space and attracting global 2000 customers. Mr. Rosato and his leadership team have extensive experience with large complex technology environments. Prior to launching Sitehands, Mr. Rosato served as CEO of CS Technology, where he remains as Chairman of the Board.
Mr. Rosato serves on several corporate advisory boards and industry panels and is a frequent speaker at technology related industry events.