President's Message...
with Laurie Lukken
March is synonymous with renewal, growth, and fresh starts—a perfect time to “March forth” and take bold action toward your goals. As the winter fades and the promise of spring emerges, we’re reminded that every day brings another opportunity to embrace change, refresh our intentions, and celebrate the progress we’ve made. Even if your New Year’s resolutions have strayed, now is the moment to evaluate your goals, acknowledge your achievements, and adjust your strategies for success. Step out of your comfort zone and move forward with confidence, knowing that growth often happens when we challenge ourselves. March also marks the birthday of Dr. Seuss and let him be a reminder that creativity, imagination, and courage can lead to wonderful new adventures and accomplishments.
If you’ve experienced a harsh winter, let March be a beacon of hope for brighter days ahead. Look for more daylight, sunshine, and the bloom of flowers as nature rejuvenates itself. This is your invitation to leave behind the realities that weighed you down and to spend time with your HDI Local Chapter community to welcome a season of optimism and possibility. Whether you’re renewing resolutions or setting new ones, your journey forward can be as vibrant and fulfilling as the spring that’s just around the corner. March forth, celebrate your wins, attend one of the scheduled HDI events and let this month be your catalyst for positive change!
Congratulations to the Award Finalists!
Here they are! Say hello to the 2026 HDI Global Service and Support Awards finalists. Each year, these awards spotlight the teams, leaders, and innovators who are raising the bar for service and support. From customer-first transformations to operational excellence and people-powered cultures, this year's finalists represent what's possible when strategy, empathy, and execution come together. Being named a finalist is no small feat, and we're proud to celebrate the incredible work happening across our community.
And the excitement doesn't stop here! We'll announce the winners live on stage at HDI Service & Support World, happening May 3-7 in Las Vegas.
The full list of finalists is here! Congratulations to all!
Bytes and Banter - Latest Episode Released!
This month on Bytes and Banter, we explore the foundation of growth and the evolution of experience-driven leadership in tech.
🎙️ Episode 32 – Varun Sharma: The Lost Art of Growth – When You Lead Yourself, Everything Else Follows
In this episode, Varun Sharma challenges the common belief that growth is driven primarily by certifications and credentials. Instead, he makes the case for something far more foundational: attitude, effort, and accountability. Varun shares how being laid off became a turning point—not a setback—because he chose a “Be Ready” mindset. Growth, he reminds us, begins with belief in yourself and is reinforced through consistent effort and ownership. Whether you’re just starting your career or leading a team, this conversation is a powerful reminder that titles don’t create growth—mindset does.
🔁 Previously on Bytes and Banter – Episode 14: Doug Rabold – Convergence: Bridging Two Worlds with Experience Management
We’re revisiting our conversation with Doug Rabold, North America XLA Institute Evangelist, who shares his journey from sales to IT leadership and his passion for experience management. Doug explores the shift from reactive support to proactive, experience-focused IT service management, emphasizing adaptability, root cause thinking, and aligning technology with human needs. As organizations continue to prioritize exceptional service, Doug’s insights on bridging systems and real-world experiences remain incredibly relevant.
🎧 Tune in on Apple Podcasts, Spotify and YouTube,or your favorite platform
Explore past episodes and subscribe at hdilocalchapters.org/bytesandbanter.
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
AI Versus Automation: Building an AI Ready Service Desk Without Breaking Your Processes
By Rick Mims
Mims is a 30+ year veteran of the servicedesk management, ITSM, consulting, and operations industry. Ric has held various positions throughout his career, from team lead to help desk manager to ITSM consultant. He’s also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences, and a former local chapter president.
Agenda:
1:00 PM - 1:09 PM EST: Welcome, HDI News
& Introductions
1:09 PM – 1:49 PM EST: Ric Mims presents:
AI vs. Automation:
Building an "AI-Ready"
Service Desk Without
Breaking Your Processes!
1:49 PM – 1:59 PM EST: Questions & Answers
1:59 PM – 2:00 PM EST: Wrap Up & Survey
Date: March 5, 2026
Time: 1:00 PM - 2:00 PM ET
Location: Virtual! Details sent on registration
Cost: Free!
Register Here!
March AI Meetup: Tell Your Story - How to Message AI to Divided Minds
Featuring Laura Nespoli, this session will focus on how to communicate about AI in a way that builds trust, reduces resistance, and meets people where they are—especially when viewpoints are mixed.
Date: March 6, 2026
Time: 10:00 PM - 11:00 AM ET
Location: Virtual! Details sent on registration
Cost: Free!
Register Here!
Beyond Resolutions: Build a World Class Team with Intention
"World-class" support isn't achieved through vague New Year’s resolutions, but through disciplined execution and intentional leadership.
You may have come across Linda's recent HDI article where she covered this and wished you could get deeper into it. Here's your opportunity! Join us for our March virtual community event.
Using the ITIL Continual Improvement Model, Linda will discuss how a circular framework for sustainable growth can move your team forward. She'll be explaining how following the below actions gets you headed towards excellence.
- Defining the Vision: Move past buzzwords to describe exactly how customers should experience support.
- Establishing a Baseline: Use honest data (metrics and morale) to see where the team actually stands.
- Setting Incremental Targets: Use small, measurable steps to build momentum and avoid burnout.
- Creating an Actionable Plan: Prevent the team from simply reacting to the "loudest issue of the day."
- Executing & Sustaining progress: Maintain progress through consistent leadership feedback and by turning today's improvements into tomorrow's standard.
About our Speaker:
Linda Lenox is a seasoned IT leader with over 25 years of experience in IT operations, service management, and business transformation. She is the Director of Program Delivery at Hall’s Culligan Water and also runs Ingleby Lenox LLC, specializing in Service Desk and ITSM consulting. Previously, Linda was the Vice President of Technical Operations at CURO Financial Technologies, leading a 24/7 multi-tiered Service Desk and ITSM initiatives. Her leadership has been recognized with multiple industry awards, including Computerworld’s Premier 100 IT Leaders. She holds an MS in Telecommunications Management and numerous industry certifications, including ITIL 4 Master, PMP, SRE Practitioner, and multiple HDI certifications, such as Certified Support Center Director, Knowledge-Centered Service, and Certified Trainer. An active speaker at industry conferences, Linda is passionate about coaching, mentoring, and volunteering with Junior Achievement USA.
Date: March 10, 2026
Time: 12:00 PM - 1:00 PM CT
Location: Virtual! Details sent on registration
Cost: Members: Free!
Register Here!
Help Desk and Service Desk Conference
Event Details
Join Seattle HDI, sponsored by EasyVista and Apex Systems for an engaging Help Desk & Service Desk Operations Conference designed to elevate your support organization through practical, hands-on training and real-world insights. This interactive session will be focused on modern help desk/service management strategies, automation, AI-driven workflows, and proven techniques to boost efficiency, reduce ticket backlogs, and improve customer satisfaction.
Whether you’re a frontline technician, service manager, or IT leader, you’ll walk away with actionable tools and best practices you can implement immediately.
Speakers and Agenda will be shared soon!
Date: March 12, 2026
Time: 3:00 PM - 5:00 PM PT
Location: Bellevue - Bellevue Square
Cost: Free!
Register Here!
Live Breakfast Briefing: Sharpen Your Presentation Power
This session helps support professionals develop confidence, clarity, and charisma when presenting. Participants will gain strategies to organize messages, engage audiences, and deliver strong presentations—useful for sharing ideas at events or conferences.
Tom Wilk, Wilk Consulting Group, is dedicated to helping leaders lead with clarity, confidence, and compassion.
Leadership isn’t innate—it’s intentional. It’s a skill built through practice, reflection, and resilience. Over the past decade, Tom has dedicated his career to guiding individuals through the often messy, always meaningful journey of becoming effective leaders.
As a keynote speaker, mentor, and coach, Tom specializes in helping new and aspiring leaders transition into leadership roles with clarity and confidence, implement performance management strategies that actually drive results, and build the “reps” of leadership—the daily habits that turn managers into transformational leaders
Tom's approach blends evidence-based frameworks with the raw, real stories of his own leadership path. He believes that vulnerability is a strength, and sharing our lessons learned is the most powerful way to inspire growth in others.
Date: March 13, 2026
Time: 9:30 AM - 11:30 AM ET
Location: Giant Eagle Corporate HQ, 700 Cranberry Woods Dr, Cranberry Twp, PA 16066
Cost: Members: Free! Non-Members: $20
Register Here!
Elevate Your Career 2026 Event
🚀 Elevate Your Career
** Required Registration Needed to Enter
Ready to take your next step — or find your next great hire?
Elevate Your Career is where ambition meets opportunity. This dynamic career fair brings together motivated job seekers and forward-thinking employers for a powerful day of networking, learning, and career advancement. Whether you're launching your career, pivoting into tech, advancing in cybersecurity, or searching for top talent, this event is designed to create meaningful connections that move careers forward.
Hosted at City University of Seattle and proudly sponsored by Seattle HDI, ISSA Puget Sound, City University, and MeeBoo, this event connects industry leaders, hiring managers, and emerging professionals across technology, cybersecurity, service management, and business operations.
🔹 For Job Seekers:
- Meet hiring managers face-to-face
-
Discover career pathways in tech and cybersecurity
-
Build your professional network
-
Learn what employers are looking for right now
-
Walk away with real opportunities
Date: March 28, 2026
Time: 10:00 AM - 2:00 PM PT
Location: Provided on registration
Cost: Free!
Register Here!
Motown Social Event - Shield's Restaurant Bar Pizzeria
HDI Motown Local Chapter would like to invite you to a social networking event!
This is an opportunity for you to meet and network with your peers in a casual, relaxed
setting. No agenda, just network!
Date: March 19, 2026
Time: 5:00 PM - 7:00 PM ET
Location: 25101 Telegraph Rd, Southfield, MI 48034
Cost: Free!
Register Here!
Tech vs. Touch: Navigating the IT Service Conundrum
About the Program
In an era of rapid digital transformation, IT service management (ITSM) faces a critical balancing act: leveraging cutting-edge automation and AI while maintaining the human touch that drives customer satisfaction and employee engagement. This session explores the challenges and opportunities of integrating technology with personalized service, offering actionable strategies to harmonize efficiency with empathy.
Through real-world interactive discussions, and expert insights, attendees will examine how organizations can avoid the pitfalls of over-automation while still harnessing the power of AI, self-service, and predictive analytics.
By the end of the session, we will have gained knowledge of:
- A step by step framework for evaluating business process candidates for automation
- Real-world examples of organizations successfully navigating the tech-touch divide.
- Practical tools to assess and optimize your own service management strategy.
- Insights into fostering a culture that embraces innovation while valuing human connection.
Ric Mims is an ITSM Expert with 30 years of experience in IT service management, digital transformation, and customer experience optimization. A recognized HDI 2025 Thought Leader in balancing technology with human-centric service, Ric has helped organizations worldwide enhance efficiency without losing the "human touch." Ric currently serves as vCIO for SimpleITSM, a Managed Service Provider and Consultancy.
Date: March 27, 2026
Time: 1:00 PM - 2:30 PM ET
Location: Virtual - details sent on registration
Cost: Free!
Register Here!
Updates from HDI...Check out these great industry happenings!
What Happens in Vegas...is a lot!
May 3-7, 2026, Ceasar's Palace - Las Vegas, NV
The ultimate destination for IT Service Management, Customer Support, and Technical Support.
The future of IT service and support starts here. For the first time ever, HDI is bringing together SupportWorld Live and Service Management World into one powerful experience: HDI Service & Support World. This is where IT Service Management, Customer Support, and Technical Support converge, creating a single destination for learning, networking, and innovation.
The industry is evolving fast, and this event is your chance to stay ahead. HDI Service & Support World delivers actionable insights, dynamic training, and strategies to help you thrive in a rapidly changing ITSM landscape. Connect with a diverse community of IT leaders, explore cutting-edge solutions, and discover the tools that will define the future of service and support. Join us in Las Vegas this May and be part of the movement shaping what’s next.
HDI Local Chapter members save $800 off of the registration price! An HDI Local Chapters membership is only $149!
Here's how to get the discount:
- If you are already an active HDI Local Chapter member, use the discount code unique to your local chapter when you register! OR...
- If you are not currently an Active Member, Join or Renew your HDI Local Chapter Membership THEN
use the discount code unique to your local chapter when you register!
Then...
- Register for HDI Service and Support World - Use your member discount code and save!
Register for the Conference Here!
HDI and ICMI Idea Exchange: Human Centered Skills for a Digital World
As technology continues to reshape the way we work, human skills like empathy, communication, and adaptability are more important than ever. This Idea Exchange invites you to explore how to balance the rise of automation and AI with the uniquely human strengths that drive connection and customer experience. Together, we’ll identify strategies for building and sustaining these skills in a rapidly changing world.
About our Speaker...Linda Lenox is a seasoned IT leader with over 25 years of experience in IT operations, service management, and business transformation. She is the Director of Program Delivery at Hall’s Culligan Water and also runs Ingleby Lenox LLC, specializing in Service Desk and ITSM consulting. Previously, Linda was the Vice President of Technical Operations at CURO Financial Technologies, leading a 24/7 multi-tiered Service Desk and ITSM initiatives. Her leadership has been recognized with multiple industry awards, including Computerworld’s Premier 100 IT Leaders. She holds an MS in Telecommunications Management and numerous industry certifications, including ITIL 4 Master, PMP, SRE Practitioner, and multiple HDI certifications, such as Certified Support Center Director, Knowledge-Centered Service, and Certified Trainer.
Date: Friday, March 20, 2026
Time: 11:30-12:30 PM ET
Cost: Free!
Register Here!
SupportWorld - Are You in the Know?
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of them industry, HDI's SupportWorld helps you become the expert in technical support and service management. Get in the know - new articles are released every week!
Subscribe Here!
Training Spotlight - Foundations in Service and Support Metrics
Managing a support organization’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.
This course equips service and support leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the support organization’s business impact.
Next class: March 24-26 (Virtual, Instructor Led)
More information here!
Is Your Support Center Due For a Checkup?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations HealthCheck is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!
The HealthCheck process starts with organizations submitting documentation and samples of practices, processes, procedures in place in their current environment. HDI Consultants will review the documentation before arriving onsite (or conducting interviews through virtual web conferencing) where they will conduct observation, interviews, and additional analysis. The last part of the process is creating the HealthCheck summary report.
When your HealthCheck is complete, you’ll receive a comprehensive summary report of observations along with recommendations for improvement.
Contact your regional account manager to schedule your HealthCheck appointment today!
HDI Local Chapters is proud to recognize Robert Half for its long-standing partnership and continued support.
For more than 20 years, Robert Half has worked closely with HDI and is actively involved with chapters nationwide.
As the world’s first and largest specialized talent solutions firm, Robert Half is proud to support HDI members and chapters by offering:
Hiring support
With talent solutions professionals in all major markets, Robert Half provides personalized guidance for organizations looking to hire top tech talent.
Career development support
Helping professionals grow their careers, Robert Half provides access to top job opportunities and resources to build skills and succeed in today’s job market.
Tech-focused insights on the Robert Half blog:
Connect with your local Robert Half talent solutions professional to learn more.
What Lies Ahead for Tech Hiring in 2026?
IT and service leaders are under pressure to strengthen security, integrate AI and keep operations running smoothly, all while navigating ongoing skills gaps. Robert Half’s 2026 Demand for Skilled Talent report breaks down the roles and capabilities organizations are prioritizing, from cybersecurity and AI/ML to DevOps and data analytics. With competition for skilled professionals increasing, many teams are blending permanent hiring, contract talent and upskilling to stay ahead. Read the report to discover the trends, workforce challenges and practical strategies shaping tech and support teams in 2026.
HDI CONNECT...Where Practitioners Go for Advice!
HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization! Click here to sign up! It's free!
WHY WE'RE HERE...WHAT WE DO
HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:
❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.
❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.
❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Students can join for the low price of $29 per year. Click here to join!
GET SOCIAL WITH US!
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