A message from Jim Kirby, Chief Executive Officer
For more than 25 years, Source Support Services has helped technology manufacturers in data center infrastructure, enterprise IT, medical technologies, and industrial automation deliver world class service experiences with precision, quality, and trust. One year ago, I was given the opportunity to lead the next chapter of that story.
This is my reflection on that first year, what we found, what we changed, and where we are headed.
When I joined Source Support Services, I was leaving a role I was passionate about, one where I had helped build a services business from the ground up. But I recognized a gap in the market. The availability of qualified field service technicians was changing, and OEMs needed a partner who could flex with that change.
Source Support gave me the opportunity to build around a variable workforce model, one that could scale with our customers rather than against them. I had seen what happens when organizations lack the orchestration capability to grow and deliver consistent outcomes. Those organizations do not last. I knew OEMs needed a partner with the flexibility to stand up, train, and manage a workforce on their behalf. That is exactly what Source Support is built to do.
Looking back, I can honestly say it has been one of the best decisions of my career. I came in with conviction about the opportunity, but what I found exceeded my expectations. From day one, our team welcomed me, not with caution, but with openness and trust. Our customers gave me their confidence early, and our partners and investors stood behind the direction we set together. That kind of welcome is not something you take for granted, and I have not.
Source Support was in transition when I arrived, moving from a business built around warranty work to one driven by high transaction volume. That shift exposed areas where we need to be the domain leaders bringing together deep orchestration capabilities from our Atlanta based support center with our variable and W-2 Field Service team across the globe.
The legacy warranty model had been built around heavy warehouse infrastructure and fixed resource allocation. None of that was aligned to where the business needed to go. Once we got started, the first priority was to assess what capabilities and talent we had in house, and what role each person played in the path forward. In some cases, that meant ensuring the right people were in the right roles, addressing misaligned positions, and bringing in new talent to support where we’re headed.
We moved quickly. Together with my team, we streamlined our cost structure and realigned resources to where they could create the most value. We removed significant cost from the business, not to shrink it, but to position it for what came next.
Operating transformation demands discipline, operating efficiency and a drive for profitability and growth without compromising quality or our core values.
We established a new vision, mission, and service promise, while holding firm to the values that have always defined this company. We positioned Source Support around a single idea: to orchestrate the world of work at scale.
That vision came with a revised strategy. We refreshed our website to reflect the Source Support of the future, and we built a consistent rhythm of thought leadership that has drawn real interest from prospective clients, partners, and field service technicians alike.
We also expanded our strategic focus. Data centers and the orchestration partners they need to scale represent one of the fastest growing markets in our industry, and we leaned in. We broadened our approach to labor to include skilled trades, positioning Source Support to compete for a much larger total addressable market, one with the long term, high value growth which is greatly appreciated by our board of directors, investors and valued customers. This focus translated directly into new business, new customer logos for Source Support.
Perhaps the most important shift of the year was structural. We moved from operating as a collection of services to operating as one platform. Source Ignite, Source Techworks, our Source Operations Center, Integrated Services and Source Central came together into a single Unified Services Platform, giving our customers one unified system instead of five separate relationships.
To run a platform business, you need platform discipline. We implemented EOS and Traction principles across the organization, built a Vision Traction Organizer, aligned our scorecard, and launched Project Janus an initiative to adapt AI and fully utilize our world-class enterprise infrastructure which includes investments in Salesforce, HubSpot and NetSuite tied to our Unified Services Platform to move our support teams from coordination to true orchestration.
Our strength in the IT market opened the door to data centers. We refocused our investments, reset our strategy, and built the traction foundation we require to take advantage of the opportunity in front of us.
That foundation is already producing results. The platform is now demonstrating clear commercial traction and market validation. Upon launch, we secured major Unified Services Platform agreements with large OEM customers across data centers, enterprise IT, medical technology, industrial automation, and robotics markets where reliability, scalability, integration speed, and long-term support are critical buying criteria.
These agreements validate both the technical strength of the platform and its relevance to customers seeking a unified, production-ready solution that can reduce complexity and accelerate orchestrated deployment. In parallel, our pipeline continues to expand across OEM and infrastructure customers, creating multiple pathways for revenue growth, strategic partnerships, and broader market adoption.
We are driving automation and process improvement across field engineer assignments, compliance, workflow, and mobile enablement, and it is producing measurable gains. We have put AI and modern technology to work across the business to operate with the discipline our customers expect.
We maintained strong margin performance while emphasizing cash generation, working capital discipline, and a scalable path to continued EBITDA growth. We made hard decisions to realign resources to our vision, strategy, and execution plan, and we reimagined how to get the most from our investments and our people.
Today, Source Support is delivering accelerated growth through disciplined execution, technology-enabled services, operations, and enterprise-grade infrastructure typically found in billion-dollar organizations to drive the business forward. These investments are designed to scale the business and support long-term value creation.
Source Support’s reputation is built on a people-first culture, trusted customer partnerships, operational flexibility, and a globally scalable delivery model. The Source Culture Committee reinforces these priorities across the organization, while our people demonstrate this commitment every day through the culture they help sustain and strengthen.
This year reinforced something I have always believed: the strength of any organization is defined by its teammates. Their willingness to show up, support one another, and build something bigger than themselves. Throughout my first year, I saw our team bring that culture to life in consistent, meaningful ways.
While I observed our team’s commitment to sustaining a strong culture throughout my first year, one moment stands out. Our Chief Customer Officer, John Trautwein, led a recent discussion on mental health awareness across our team. John shared the story of his family’s tragedy, the loss of his son, and how that loss led him and his wife Susie to found the Will To Live Foundation, a nationally recognized nonprofit focused on teen suicide awareness and mental health. I highly encourage everyone to visit the Will To Live Foundation website: https://www.willtolive.org. John has been an inspiration to me, to our team, and to everyone who knows him.
None of what we accomplished this year happened because of one person. It happened because our team shows up every day ready to build something better, and because they extended me the kind of trust that lets a new leader actually lead. I felt that from the very first conversations, and I have felt it every day since.
Our customers embraced the changes we made, even when those changes asked them to see Source Support differently than they had before. Our channel partners leaned in as collaborators and trusted advisors around the Ribbon of Value that encapsulates the service promise of our OEM customers. And our investors backed a new vision with real conviction, giving us the room to make the hard calls early so we could build on solid ground.
I am genuinely grateful. Grateful to a team that met change with energy instead of resistance, to customers who trusted that we can play a key role in managing their service promise, and to partners and investors who believed in our exciting vision for the company.
We have momentum, and we have work to do. Growing our global field engineer network, expanding our partner ecosystem, and aligning even more deliberately with fast growing target markets ripe to orchestrate the world of work at scale.
To our team: thank you for embracing me as your leader and for the energy you bring to this mission every single day. To our customers: thank you for your trust and your partnership as we build something bigger together. To our channel partners and investors: thank you for believing in this vision and giving us the support to pursue it with conviction.
I am proud of what we built this year, but I am even more excited about what comes next. We have the platform, the team, and the market opportunity to become the orchestration partner of choice for the most complex, mission critical infrastructure environments in the world. The data center economy is just getting started, and Source Support is positioned right at the center of it.
This first year was about building the foundation of our new strategy. We are now orchestrating mission critical service outcomes in our core markets with many of the most respected companies in the world. Together, we are building a future defined by growth, trust, and lasting impact!
CEO, Source Support Services
