Virtual Community: 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.