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Communications Teresa Pelley (Admin) posted an articleHow tech leaders are tackling the talent gap and building teams ready for what’s next. see moreBuilding Future-Ready Tech Teams: A Conversation with Matt Deneroff
In Episode 22 of Bytes & Banter, we talk with Matt Deneroff, Vice President and Market Director of Technology & Digital at Robert Half, about one of the biggest challenges in today’s tech world: finding and developing the right talent.
As organizations accelerate their adoption of AI, cloud platforms, and ERP systems, the demand for specialized skills is surging—but so is the talent gap. In fact, 87% of tech leaders report struggling to find qualified candidates. Matt brings experience and insight from the front lines of tech hiring, sharing lessons learned from Robert Half’s Building Future-Forward Tech Teams report and real-world consulting work.
We discuss:
- How companies are adapting job descriptions to better reflect evolving skill needs
- The importance of AI governance and phased modernization to manage technical debt
- Creative workforce solutions like hackathons, pilot projects, and flexible staffing models
- Why the best tech teams blend internal upskilling with targeted external support
Throughout the episode, Matt highlights a core truth: future-ready organizations don’t just hire differently—they lead differently. He emphasizes that work ethic, adaptability, and culture-building are just as vital as technical credentials in shaping a successful team.
This episode is a must-listen for anyone involved in IT leadership, workforce planning, or digital enablement. Whether you’re hiring, training, or leading a tech team, Matt’s perspective offers both inspiration and practical next steps.
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 22: Solving Tech Challenges with the Right Talent
🌐 Explore more episodes and resources
Visit our Bytes and Banter page for show notes, guest links, and past episodes.
👉 Go to Bytes and Banter https://www.hdilocalchapters.org/cpages/bytesandbanter💬 Join the discussion on LinkedIn
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Marisa Grant posted an eventThis intimate gathering will be an evening of imagination, collaboration, and hands-on creativity, see more
🎯 What to Expect:
🕠 5:30–6:00 PM | Refreshments & Networking
🧠 6:00–6:45 PM | Live AI Tools Demo by James Jorasch
🎨 6:45–8:00 PM | Imagination Workshop – a dynamic design sprint led by Nita Sanger, Nora Osman, and James Jorasch
You’ll take part in a facilitated, interactive session where every voice matters. Together, we’ll:
• Explore the evolving impact of AI across industries
• Identify key trends, challenges, and opportunities
• Collaborate in rotating teams to co-create real-world solutions
• Share insights and shape actionable outcomes
💡 Whether you're passionate about tech, imagination, or human-centered design, this is your chance to connect, contribute, and create impact.
🎟️ Only 20 seats available – HDI NYC members/invitees only.
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Ryan Hathaway posted an eventJoin us for happy our at Public Offering Brewing Co and our first Local Chapter event! see more
🎉 You're Invited! 🎉
HDI Rocky Mountain Summer Social Revival
📍 Public Offering Brewing Co
🗓️ Thursday, August 7th
🕔 5:15 PM – 7:00 PMWe’re bringing the HDI Rocky Mountain Local Chapter back to life — and what better way to kick it off than with cold drinks, great conversations, and a little summertime magic?
Join us for a laid-back happy hour at Public Offering Brewing Co, where you’ll connect with fellow IT Service Management professionals from across the Denver area. This is your chance to meet the local community, share your ideas, and help shape the future of our chapter.
💬 Let’s reconnect, refresh, and reignite what makes HDI great — with your first two drinks on us, thanks to our awesome sponsor, Ahead!
✅ Be sure to sign up so we know you’re coming — we can’t wait to see you there!
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K-12 Student Software Support Representative
Michele Hamilton20 Jun 2025Remote in CO, IA, IL, KS, MO, NE, or WY. Applicants must reside in one of these states to be considered for this position. -
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Communications Teresa Pelley (Admin) posted an articleCuriosity, community & change—Sarah Nicastro shares a fresh take on leadership in the AI era. see more
Curiosity, Community, and Change: A New Take on Leadership
In this episode of Bytes and Banter, Sarah Nicastro—Principal Evangelist evangelist at IFS and host of the UNSCRIPTED podcast—joins us to explore what authentic leadership looks like in today’s AI-powered world. Her journey from early career pivots to industry thought leader offers a powerful reminder: the best leaders embrace curiosity, foster community, and lead change with intention.
After being turned down for a sales role due to a lack of experience, Sarah redirected her career into writing, eventually crafting case studies and thought leadership content that led her to IFS. Today, she hosts conversations on customer experience, digital transformation, and the evolving role of field service in business strategy.
Sarah shares how field service has shifted from a cost center to a profit driver—and how that shift demands more emotionally intelligent leadership. She emphasizes the importance of change leadership over traditional management, and why organizations must create cultures where people feel heard, valued, and empowered.
From navigating digital transformation to adopting AI without accumulating technical debt, Sarah’s advice is grounded, actionable, and rooted in values. Her message: lead with authenticity, stay curious, and build real community.
Highlights from the Episode:
- Adaptability fuels growth: Career paths are rarely linear.
- Field service is strategic: It’s about profit, CX, and long-term value.
- Change leadership matters: Empathy and emotional intelligence drive sustainable transformation.
- Storytelling builds trust: Clear, human-centered communication is essential.
- Community accelerates growth: Relationships and peer learning fuel long-term success.
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 21: Beyond Silos – Authentic Leadership in the Age of AI
🌐 Explore more episodes and resources
Visit our Bytes and Banter page for show notes, guest links, and past episodes.
👉 Go to Bytes and Banter https://www.hdilocalchapters.org/cpages/bytesandbanter💬 Join the discussion on LinkedIn
See how the community is responding and share your thoughts.
👉 View the LinkedIn Article -
Matt Beran posted an eventBoat Minnetonka as we host you and 40 of the best service and support professionals of Minnesota. see more
Gone Fishing!
Cast your line and reel in connections as we embark on an afternoon of networking and fun! Enjoy a scenic voyage, great company, and a delicious lunch, all while networking with peers in the industry. We’d love to have you on board!
**Tickets are limited!** Secure your spot before they’re gone.
Although the tickets are $100 this year, consider buying a membership for $149 to get access to all of our events for free for 12 months.
Put your "gone fishing" sign on your keyboard and join HDI Minnesota for an afternoon boat tour on Lake Minnetonka.Wear your lucky fishing gear! There's a prize for the best dressed fisherperson.
The boat will leave PROMPTLY at 1pm, so please ensure you arrive early.
Al and Alma's has multiple locations, so ensure you are heading to the correct address.
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Virtual Community (Admin) posted an eventThe critical evolution of Key Performance Indicators see more
The landscape of customer and IT support has fundamentally shifted, driven by evolving customer expectations, technological advancements, and the rise of remote and hybrid work. This session will explore the critical evolution of Key Performance Indicators (KPIs) in support organizations, contrasting the focus of traditional metrics with the holistic approach demanded by today's complex environments.
We'll deep dive into the foundational "speed and volume" KPIs that historically defined support success, such as First Response Time (FRT), Average Handle Time (AHT), and Ticket Volume. While still relevant, these metrics often paint an incomplete picture of customer satisfaction and operational efficiency.
The presentation will then shift to the contemporary metrics that truly reflect value in modern support. This includes an look into Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), emphasizing their role in understanding the customer journey and loyalty. We will also discuss the importance of operational excellence metrics like First Contact Resolution (FCR) in a broader context, along with newer considerations such as self-service adoption, knowledge base utilization, and the impact of AI and automation on support performance.
Attendees will gain actionable insights into:- Identifying the limitations of a solely traditional KPI framework.
- Understanding and implementing modern, customer-centric support KPIs.
- Leveraging data to drive continuous improvement, enhance customer experience, and demonstrate tangible business value in an increasingly dynamic support ecosystem.
Join us to redefine how your support organization measures success and thrives in the current era of customer interaction.About our Speaker
Stephen Ng, Sr. Director, Global Support and Customer Advocacy at Splashtop Inc.
Stephen plays a key role in driving customer-centric support, overseeing the global support team, sales engineers, and technical account managers. His work focuses on enhancing the customer experience, from onboarding to resolving complex issues, and incorporating customer feedback directly into product improvements. With over three decades of experience in the technology and support industry, he is also the President at HDI San Francisco Bay Area, a non-profit organization dedicated to empowering the technical support and service management community.
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld Newsletter Summary see more
The latest edition of HDI SupportWorld delivers practical tools and insights to help tech support teams stay sharp, aligned, and future-ready.
🔹 Why Your Team Needs an RACI Matrix
In this featured article, Doug Tedder breaks down the power of the RACI Matrix in clarifying roles and avoiding confusion. By defining who is Responsible, Accountable, Consulted, and Informed for each task, teams can reduce overlap, increase accountability, and work more efficiently. The key takeaway? Every task should have only one Accountable person to ensure clear ownership.🔹 The State of Tech Support in 2025
Daniel Thomas highlights findings from HDI’s “2025 State of Technical Support” report. The industry is being reshaped by generative AI, workforce instability, and shifting cultural expectations. Challenges include training complexity, tech overload, and a stronger focus on employee well-being. The report serves as a roadmap for navigating support trends in the year ahead.🔹 SupportWorld Live Recap Video
Relive the energy of SupportWorld Live with Erica Marois’s recap video. Attendees reflect on standout sessions, meaningful connections, and key takeaways. Whether you were there or missed it, this video captures the spirit of the event and invites you to share your own highlights.📍 HDI Local Chapters
Stay connected with your local HDI community for upcoming events, peer networking, and ongoing professional development.This issue is packed with strategic insights and community moments to help support leaders and practitioners level up in 2025.
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Daniel Guinto posted an eventJoin us for the HDI Chicagoland Boat Cruise—network, sip, and sail with top IT professionals! 🚢🍹 see more
Set sail with HDI Chicagoland for an unforgettable evening of networking, learning, and fun on our Boat Cruise Networking Event!
🚢 Why You Should Be There:
-Connect with top IT professionals, industry experts, and fellow tech leaders in a unique, relaxed setting.
-Expand Your Network make valuable connections that could lead to your next big opportunity.
-Enjoy Unlimited Drinks with Food while taking in breathtaking views of the Chicago skyline.
-Engage with Sponsors learn about exciting partnerships, win giveaways, and hear directly from key industry players.
-Boost Your Career with insightful conversations, collaborations, and fresh perspectives from the IT community.
Whether you're looking to unwind, gain knowledge, or make meaningful connections, this Boat Cruise Networking Event is the perfect opportunity to do it all while cruising the beautiful waters of the Chicago River and Lake Michigan!
🌊🍸Are you ready to mix, mingle, and make waves in the industry?Secure your spot today!
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Tony North posted an event
the Elevate Your Career event, happening on Saturday March 21st, 2026, at City University of Seattle.
More to come:
Reserve your spot today
Reserve your employer table today
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About HDI Local
We are a not for profit company that partners with HDI for the success of HDI, HDI Local Chapters, and the IT and Enterprise Service Management and Technical Support communities. Today, we have chapters in over 50 cities across the U.S. and Canada, and are the premiere technical service and support association in the world. HDC is a a 501(c)(6) corporation.
