Session 301: Beyond Desktop Support: A Journey from the Deskside to Comprehensive Service

Wednesday, April 11 at 3:00 PM

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Desktop support has evolved over the last decade and Optum's support team has evolved right along with it. Join Mike Hanson for this eye-opening session where you'll hear Optum's story— from the early days of locally staffed support teams, to remote support, to service desk alignment, and finally to a customer-focused, high-performing support organization. It hasn't always been easy—the road's been paved with many technology issues, cultural problems, marketing demands, customer concerns, and leadership lessons—but this is your chance to learn from these mistakes and begin your own journey to support center superiority.

Mike Hanson

Director, IT Support
Optum, Inc.

Mike Hanson has many years of experience with IT leadership, having managed several different aspects of technology over the past 30 years. Today, he serves as global operations manager and leads the asset management and fulfillment teams for Optum, Inc. He has been involved with HDI for many years, as both a local chapter officer and as a past chair of the HDI Desktop Support Advisory Board.