Pia CEO to Step Down, Executive Group to Fill Duties in Interim

AI-led help desk automation platform for managed service providers (MSPs) Pia has announced that Gerwai Todd will be stepping down as CEO, effective immediately.

Pia will now pursue a full-time CEO to meet its business needs. Todd, who served as the CEO of both Pia and TimeZest simultaneously, will remain CEO at TimeZest.

The help desk automation platform will operate under its CEO Executive Group while establishing a Growth Advisory Committee to guide Pia’s future direction and maintain continuity as it conducts its CEO search.

During his time as CEO, Todd oversaw the alignment of Pia around a roadmap that included AITriage, which reduces the time MSPs spend manually processing help desk tickets. Todd also ushered in new pricing to assist MSPs in embracing Pia’s capabilities and helped grow the company’s customer base.

Pia’s recent growth

As CEO of both Pia and TimeZest, Todd oversaw a recent integration of the two companies to assist MSPs with cutting down ticket resolution time and eliminating scheduling hassles.

The integration allows MSPs to seamlessly schedule and manage meetings between technicians and end users directly within the ticketing workflow, accelerating ticket resolution and improving operational efficiency.

“This integration makes life easier for technicians and helps them close tickets faster than ever,” Todd said when the integration was announced. “By eliminating unnecessary steps and making scheduling more intuitive, technicians can focus on resolving the most important issues quickly. This streamlining ultimately improves service quality and client satisfaction.”

Over the past year, Pia has grown consistently as they help organizations automate their help desk processes with the power of AI.

Through its aiDesk solution, Pia has helped companies with an AI-first approach to boost efficiency through process optimization. The solution streamlines processes, improves operational efficiencies, and frees up time for MSPs to focus on other areas of their business, as well as commit more resources to ensure that they’re meeting client needs.

Pia also recently introduced a new integration gateway feature in a platform release that allows partners to effectively integrate with any tool within their stack that they can gain API access to– which helps partners integrate seamlessly into the Pia platform.

Further, Pia has added new AI-driven tools to its help desk automation platform in mid-December. One of the new features is AutoTriage, which helps reduce the time MSPs spend manually processing help desk tickets.

The other tools introduced include:

• Auto Start, which handles troubleshooting automatically whenever a new submission is entered.
• Auto Time Logging, to automatically track and bill for completed help desk tickets based on pricing information set by the MSP in the system.
• Auto Close, which tracks the status of a ticket and will close it out once necessary actions have been taken.

“MSPs often struggle with repetitive tasks that take attention from high-priority issues,” Todd said. “By automating the categorization and initial response to help desk tickets, AutoTriage and AutoStart free up technicians to focus on more critical tasks, improving both the speed and quality of service.”

Help desk software with AI capabilities will continue to be an effective tool for MSPs in 2025. Read more about the best MSP help desk software that helps organizations streamline customer support operations.