The annual HDI Practices & Salary Report is the definitive resources for technical support professionals. These reports provide current, valuable support statistics on items such as metrics, ticket management, operations, technology use, and support salaries by job function, for both the support center and desktop support.

Technical support leaders use these reports to:

  • Validate existing practices
  • Justify budgets
  • Benchmark performance against similar organizations
  • Compare support salaries for analysts, technicians, managers, directors, and more

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In 2018, our goal was to provide you with actionable, digestible research throughout the year. With that in mind, we divided the Practices & Salary report into three parts delivered quarterly:

  • Staffing & Salary
  • Ticket Management & Metrics
  • Technology & Operations




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