President's Message...

with Liz Bunger

Danielle Pierre put it so well, "Recognition is the heart's way of saying, 'I see you, and you matter.'" It's that time of year where HDI gives you the opportunity to tell your team you see them, and they matter. HDI Awards season is upon us. Do you have an analyst, technician, or manager on your team that is a rock star? Has your team undergone improvement initiatives or do you have a great culture? These are just some of the awards you can apply for through HDI. I hope you'll spend a few minutes this awards season to submit a nomination (or a few) and let your team know you appreciate their hard work. Make sure to check out the article further down in this newsletter for more details about each award and how to submit an excellent nomination.

State of the Tech Market: Crucial Skills, Top Hiring Trends and Key IT Priorities

Join the next HDI Virtual Community call to gain a competitive edge. Whether you’re aiming for career growth, considering a career move, or looking to upskill your team, this session is for you.

Robert Half will share insights on the most in-demand IT skills, the hiring climate for the rest of 2024, and key IT priorities. Discover how to address skill gaps and leverage upskilling effectively.

Additionally, hear from HDI on the 2024 State of Technical Support, a benchmark study examining the progress, perceptions, opportunities, and challenges shaping the industry. HDI surveyed over a hundred support professionals on a variety of issues and concerns — from recent workforce trends and hiring forecasts, to skills and training needs, as well as key support metrics, technology initiatives, and adherence to best practices.

Randi Weitzman is Executive Director of technology, marketing and legal talent solutions for permanent placements at Robert Half. In this role, she develops and oversees programs that enable the company’s permanent placement teams across North America to connect employers with highly skilled technology, marketing and legal professionals.

During her 23-year career with Robert Half, Weitzman has held various leadership positions, where she provided strategic talent solutions to companies and created and executed strategies to grow business and improve employee retention. Weitzman also has been on the board for HDI, an association for technical support professionals, since 2007. When she’s not busy with work, Weitzman enjoys spending time with her husband and two children, golfing or hitting the gym.

Daniel Thomas is Principal Analyst of Enterprise IT at Informa Tech, producing thought leadership content for the HDI and ICMI communities. He has more than a decade of experience researching and writing on the most critical topics of interest for the technology sector, including cybersecurity, AI, data analytics, risk and privacy, networking and digital security policies. He previously served as a Senior Analyst for CyberRisk Alliance and as the Director of Research for GovExec Media in Washington, D.C.

Date: September 10, 2024

Time: 12:00 PM - 1:00 PM CT

Location: Virtual! Registration details sent upon registration.

Cost: Free!

Sponsored by Robert Half Talent Solutions, a Diamond Level Sponsor for HDI Local Chapters.

Generative AI First Friday Meetup!

We are thrilled to invite you to the Generative AI Monthly Meetup, to explore the latest trends, share insights, and connect with like-minded peers working with Generative AI tools and process. With so much changing so quickly we wanted to create a space where people in the region could connect and learn from each other as we are all in different phases of exploration, testing and adoption.

What to Expect:

Peer Networking: Connect with fellow professionals, exchange ideas, and discuss real-world challenges related to Generative AI.
Learn: Learn about what is happening within the region and what other people are seeing and experiencing within their organizations.
Share: This is an opportunity for you to come and share what you and your team have been up to in the world of Generative AI, the good the bad and the ugly are all welcome.
Open to All: Whether you’re a member or not, everyone is welcome. Spread the word and invite your colleagues! We hope by creating a space for connecting and sharing, we will all be better off as we are all in different places on this generative AI journey.

📧 Have Topics or Questions related to Generative AI you would like to be included? Reach out to our VP of Programs, Quinn, at qakrs@rit.edu. Your input shapes our agenda!

Date: September 6, 2024

Time: 9:00 AM - 10:00 AM ET

Location: Virtual! Registration details sent upon registration.

Cost: Free!

September 2024 Chapter Meeting

Date: September 11, 2024

Time: 12:00-3:00 PM ET

Location: TekSystems, 575 Swedesford Rd Suite 310, Wayne, PA 19087

Cost: Free (Non-Member Vendor Sponsor is $150)

Tee Up for Connections: HDI Social at TopGolf - Sponsored by Akkodis

Join us at Topgolf Cleveland on September 11th from 4:45-7 pm for an exciting networking event sponsored by Akkodis. Connect with fellow IT professionals in a relaxed atmosphere while enjoying a game of golf, delicious food, and refreshing drinks. It's the perfect opportunity to unwind, make new connections, and have a great time!

What can you expect?

Golf!
Networking with other IT professionals
Food
Drinks

Date: September 11, 2024

Time: 4:45 PM - 7:00 PM ET

Location: Topgolf Cleveland - 5820 Rockside Woods Blvd N, Independence, OH 44131

Cost: HDI Ohio Members - Free, Non-Members: $30

Transformation, Transparency and Accountability: A Case Study on Changing the Way We Deliver IT Services

This web conference event will feature Eddie Vidal, Director of the I.T. Service Management Office at Memorial Healthcare System. Eddie is a very accomplished industry thought leader and conference speaker, and he will present "Transformation, transparency, and accountability: A Case Study on Changing the Way We Deliver I.T. Services"!

Eddie Vidal focuses on Service Operations and Service Delivery. He is a sought-after international speaker in areas of leadership, IT Service delivery, metrics, service desk, call centers, dashboards, team building, organizational change management and continuous service improvement.

Date: September 12, 2024

Time: 12:30 PM - 1:30 PM ET

Location: Virtual! Details provided upon registration

Cost: Free!

Panel Discussion - Promotion Hacks: Insider Strategies Revealed

Are you looking for that promotion and are not sure what your leaders are looking for? Are you a leader and want to know what other leaders look for in their promotion candidates? Are you looking to network with like minded individuals?

Whatever your aspirations may be, we invite you to join us for an exciting and informative panel discussion "Promotion Hacks: Insider Strategies Revealed". This event will feature industry leaders sharing their insights and answering your questions about the keys to success in advancing your career. Don't miss out on this exclusive opportunity to gain insider knowledge and make valuable connections with like-minded professionals!!

Date: September 26, 2024

Time: 6:00 PM - 8:00 PM ET

Location: 5411 Skycenter Dr, Tampa, FL 33607, USA

Cost: Free!

Back to School Headshots with HDI!

Ready to welcome fall with a fun evening out? Join us on September 26th at Fairport Brewing for a casual social hour hosted by HDI - WCNY. It’s a low-key way to catch up, connect, and get that headshot you’ve been meaning to update.

Thanks to Dave Pope Media, you can snag a complimentary professional photo—perfect for refreshing your Zoom, LinkedIn, or Outlook profiles. No stress, just a good time with good people.

Come hang out, have a drink, and leave with a new headshot that shows you’re ready for whatever’s next. Looking forward to seeing you there!

Date: September 26, 2024

Time: 5:00 AM - 7:00 PM ET

Location: Fairport Brewing, 1044 University Ave, Rochester, NY 14607

Cost: Free!

HDI Philly 2024 Golf Outing at Pickering Valley Country Club

Join us for the 2024 HDI Golf Outing at Pickering Valley Country Club:

https://golfpickeringvalley.com/

This year, the course is allowing us to have a shotgun start meaning that everyone will tee off at the same time (8am sharp). This is great as we'll all finish simultaneously and can network and give out prizes for the event winners.

Registration opens around 7:30am and the self-service driving range is open before 7am so if you want to get in a warmup, we encourage you to arrive early.

The price for practitioners and up to 2 participants from event/chapter sponsors is complimentary. Non-sponsor vendors and the 3rd participant or more from any vendor will pay per person.

We hope to see you there!

Date: September 27, 2024

Time: 7:30 AM - 1:00 PM ET

Location: 450 S Whitehorse Rd, Phoenixville, PA 19460,

Cost: Free subject to note above (Non-Member Vendor Sponsors are $150)

Updates from HDI...Check out these great industry happenings!

HDI Awards!

2024 HDI Awards site is live! This is a great opportunity to recognize individuals on your team (or the whole team) with an HDI award for their hard work. The application process is quick and easy and the winners will be announced at SupportWorld Live!

To ensure your entry stands out, we've gathered seven essential tips to guide you through the process. Whether you're a first-time applicant or a seasoned pro, these strategies will help you create a submission that truly reflects your impact.

1. Allow Yourself Plenty of Time

We've streamlined the application process by reducing word counts and simplifying forms but take your time. Block off calendar time to tackle one question each week. Remember, slow and steady wins the race.

2. Carefully Read the Questions

Incomplete or off-topic answers are the main reasons entries lose points. This year, we've provided additional context for each question to help guide your responses. Be sure to read thoroughly before answering.

3. Utilize Tools Like Grammarly

While grammar isn't scored, a polished, error-free entry can make a strong impression. Use tools like Grammarly to proofread your work and present your best self.

4. Tell a Compelling Story

Don't just list your accomplishments—tell a story. Frame your answers to highlight your journey, the challenges you've overcome, and the successes you've achieved. A narrative approach can make your entry more engaging and memorable.

5. Focus on Impact

Emphasize the tangible outcomes of your efforts. How did your initiatives benefit your team, customers, or organization? Quantifiable results resonate strongly with judges.

6. Get Feedback

Before submitting, ask a trusted colleague or mentor to review your entry. A fresh perspective can help you spot areas for improvement and strengthen your submission.

7. Stay True to Yourself

Authenticity matters. Be honest and genuine in your responses. Authentic entries are not only more relatable but also more credible.

Now You're Ready to Submit!

Crafting a winning award entry is about more than just meeting the requirements; it's about telling your story in a way that resonates with the judges. By taking your time, focusing on impact, and staying true to yourself, you can create an entry that stands out and represents your achievements authentically and powerfully.

Ready to get started? Bookmark these important deadlines and review all the category criteria. Then, dive right in and show us what you've got!

We can't wait to read your entry.

Click Here to Get Started!

Join Us This Year in Orlando!

November 17-21, 2024, Loews Sapphire Falls Resort, Orlando. FL

Do you believe a service management-focused culture can be a catalyst for transforming an organization?

If you’re nodding your head, there’s only one place you should be this November…

At Service Management World (SMW) in Orlando.

SMW is the definitive event for service management leaders - a conference and expo totally focused on helping you manage changing customer and business expectations, discover emerging resources and technologies, and stay ahead of evolving practices and frameworks.

Everything shaping the future of service management comes together in the most productive and valuable week of your year.

View the program here!

HDI Local Chapter Members save $400 off of the registration fee! That's more than twice the cost of a 1 year membership! If you're not an HDI member, first click here to join, then use your chapter-specific promo code found here to get the discount!

Act quickly! Early Bird Rates expire on September 27!

Grow your Industry Knowledge with Webinars from HDI!

HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These periodic webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.

Access the Archives here.

Expand your Service Management and Technical Support Skills

HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.

Browse through our robust course offerings, select one of our three training delivery methods, and get started today.

Click here for more information.

Unlocking AI Success - A Strategic Aseessment for Support Centers

As support centers grapple with the complexities of AI adoption, a strategic framework becomes essential for assessing AI optimization and ensuring a successful implementation. Before introducing even more tech into your stack, understanding how to optimize your approach is key. Whether you’re just starting on your AI journey or need help overcoming roadblocks, HDI can be your partner in charting the most effective course.

When it comes to AI, change management can be a significant undertaking. Without proper planning, your initiatives may cost more, your resources may be wasted, and the result may become unusable. You must spend time examining your existing infrastructure, skillsets, data governance and success measures. Yes, this can sound daunting, but if you put in the work now, the execution and adoption will move more quickly and efficiently.

So how should you approach preparing your company for generative AI Integration?

As the support center industry’s leading thought leader for more than 35 years, HDI’s expert consultants will work with you to assess your organization’s AI approach and collaborate with you to evolve your strategy and execution plans. Our experts can even help you navigate the rapidly changing vendor landscape, guide you through the vendor selection process and support you through go-live and beyond. Our holistic, vendor-agnostic approach ensures that our clients select the right AI solutions using a people-first approach that prepares your operations and workforce for seamless integration.

The first step is understanding where you are on the optimization scale. HDI is here to support your organization on its AI journey, so be sure to tap into our expertise.

More information is here.

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.