Team Performance and Transformation

This track focuses on key strategies related to team and people management in the support organization, covering best practices, strategies, philosophies, methodologies, and approaches that will help teams perform and transform into high functioning, successful teams. The sessions will cover a range of topics: performance management, employee engagement, retention, and motivation, organizational change, rewards and recognition, mentoring and coaching, negotiation and conflict management, staffing and workforce management, and much more.


Track Chair

Carrie Armstrong

Manager, Customer Support, Financial Information Systems, University of Pittsburgh

Carrie Armstrong is the Manager of Customer Support for Financial Information Systems at the University of Pittsburgh. She has worked in the IT service and support industry for more than seventeen years.  She holds a Masters of Business Administration degree, a Bachelor’s degree in IT and Management and numerous ITIL, HDI, CompTIA and Microsoft certifications. Carrie is currently the District President for HDI Area 2C and has previously served as the Midwest Regional Director and on the HDI Member Advisory Board.  Carrie has been an officer for the HDI Steel City chapter for ten years, where she currently serves as the Chapter Advisor.  She was named as the first ever 2014 HDI Local Chapter Officer of the Year and her team received the 2015 HDI CSAT Elite 50 award.