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Session 403: Dealing with Burnout Before You're Left with Ashes

Thursday, April 23 at 10:15 AM

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When you lose the focus on your customers, you risk delivering poor customer service. When you lose the focus on your staff, you risk burning them out. Are you noticing more people calling out "sick"? Have staff become overly cynical regarding their peers and management decisions? You might have a case of staff burnout.

In this session, we'll discuss how burnout is contagious and must be addressed before it destroys your team. We'll also cover best practices, strategies, philosophies, methodologies, and approaches that will allow you to notice and address the signs of burnout quickly without losing your customer focus. Finally, we'll talk about why burnout has become such an epidemic in today's workplace. Let's transform your team back into the high-functioning team you hired!

SupportWorld Live speaker photo for William-Ross

William Ross

Assistant Group Supervisor

John Hopkins Applied Physics Lab

Will Ross is the Assistant Group Supervisor for the Johns Hopkins University Applied Physics Laboratory (APL). Will has over 20 years of extensive hands on IT experience leading dynamic, high-performing customer support teams. In his current role, Will leads a support team of 70 staff which includes 5 managers supporting over 7,000+ internal customers. In his previous roles, Will has held positions as the Regional Director of IT & Help Desk and Field Services manager. He is very proud to have helped contribute to APL being recognized as one of Computer World Top 100 places to work in IT both 2018 and 2019. In 2018, Will presented "Being the Boss you want to work for!" during the HDI conference in Vegas as well as to his local HDI chapter. Will uses his style of storytelling and comedy to keep the audience laughing and engaged. He has a passion for creating strong leaders with empowered and innovative teams. Will received his Master's in Computer Information from University of Maryland University College (UMUC).