How to Build a Resilient Tech Support Culture and Why It's Critical to Your Team's Success

with Tim McElgunn , Jason Turner , Mike Gutierrez , Kristi Lawrence
Tuesday, May 16, 2023


Despite headlines about some very large employers forcing all workers back to the office, the world of work has changed forever for most organizations.

On May 16, We examine how changes in the way we work are impacting support organizations and the customers they serve. We’ll discuss how successful teams are adapting to the new ways of working and talk about what’s next.

Whether 100% remote or hybrid, the new reality means that tech teams are supporting colleagues and customers who expect to work from anywhere, at any hour, and with access to anything and everything needed to get the job done.

You’ll learn:

  • How remote work creates challenges - and opportunities - for IT leaders finding, retaining, and advancing the careers of service and support staff
  • The implications of changing customer expectations for tech support delivery people, process, and technology
  • How organizations are changing team structures to effectively serve more customers with smaller, and often remote and hybrid, support teams
  • How culture and connection can be preserved in a hybrid workplace

Register Now!

About Our Speaker(s)

Principal Analyst
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.
Associate Director, Customer Support
Jason Turner is currently the Associate Director of Customer Support at Princeton University where he is responsible for the Service Desk that supports the technology needs of students, faculty, staff and alumni as well as the Technical Clinic that provides on-campus support for students. He has held various IT support and end-user computing roles within the healthcare and consumer products good industries as well as over ten years in managed services where he was responsible for the pre-sales solution development, large scale transitions and ongoing operations of multi-year outsourcing contracts. As an IT service management practitioner, he has earned several ITIL and HDI certifications that help him be successful in his roles. Jason is an active member of the Philadelphia chapter of HDI where he has served as VP of Programming for the last five years. He is a graduate of Drexel University where he completed his Bachelors and Masters degrees.
Mike Gutierrez
Director, Solutions Consulting
Michael Gutierrez is a highly skilled IT professional with over 15 years of experience in the industry. Currently serving as the Director of Solutions Consulting at GoTo, Michael has a strong track record in IT support and management. Prior to his current position, he served as the Director of IT Support in the healthcare industry, where he successfully implemented new remote support and collaboration solutions, improving communication and productivity for the organization. In his current role at GoTo, Michael leverages his expertise to drive success for his team and clients.
Manager, IT End User Services
Kristi Lawrence has enjoyed more than twenty years of growth within the IT Support leadership space with extensive knowledge around planning, implementation and support of hardware, software, and efficiency in processes using IT Service Management practices, the ITIL framework and industry best practices. She has a strong passion for ensuring an exceptional focus is placed on employee experience, which translates to a magical customer experience and looks for ways to execute that within her team.

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