NEW TECHNICAL SUPPORT LEADERS

Are you new to your technical support leadership role and looking to improve your technical support operations while quickly getting up to speed? You are not alone. HDI 2017 has the information and connections you need to be a rock star in your new position. Spend four days with us in Washington D.C. to learn from industry peers and experts. We've got an entire learning track filled with breakout sessions dedicated to you and your needs. Learn from those who have been in your shoes. No need to reinvent the wheel! What you bring home from HDI 2017 will save you time and your company money.

The Service Desk Foundations Track

  • Management 101: Critical Key Skills for New Managers

  • Having Difficult Performance Conversations to Build a Strong Team 

  • Workforce Management: A Must-Have Skill for Any Organization

  • Journey Mapping from Customer Satisfaction to Customer Experience

  • Understanding Basic Service Desk Metrics: A Fresh Approach

  • 10 Steps to Go from a Helpless to Helpful Desk

  • When IT Hits the Fan: Best Practices for Major Incident Response

  • Not Dead Yet: How to Write Great Email to Customers in the Age of Social Service

  • Service Desk Management: The Journey to 2015 HDI Team Excellence Award

  • Strengthening the ITSM Core with Service Definition Best Practices 

Check out the Pre-conference Workshops and Full Conference Schedule to see many sessions we have in 7 more learning tracks, plus keynote speakers, and networking opportunities to help you shine in your new tech support leadership role!

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