“Trial by fire”: exploring informal and social learning in an IT managed service provider

Purpose The study aimed to examine learning among employees in a technology service partner organization. Design/methodology/approach Semi-structured interviews with nine information technology (IT) employees were conducted and analyzed using informal workplace learning (IWL) and social network theories (SNT) to underpin thematic coding for analysis. Findings Three key aspects of learning in the managed service provider (MSP) were collaboration, employee relationships and mentorship. Practical implications Creating open, collaborative environments with minimal hierarchy can facilitate learning and knowledge development in organizations, especially fast-paced environments such as IT. Embedding formal structures while keeping them minimalist ensures that the approach to developing skills is sustainable and constant and minimizes the risk of inconsistency. Originality/value This paper adds to the literature on informal learning within technology service partner organizations and develops an understanding of how social and organizational dynamics facilitate knowledge-sharing and employee development. Integrating IWL and SNT offers a new perspective on learning in technology-driven collaborative environments.