by Amy Eisenberg
Date Published January 25, 2019 - Last Updated December 17, 2019

Service management and tech support professionals are a community minded bunch. They are a conscientious group eager to learn and grow and also to share with one another to help promote excellence in the industry. And so it is no surprise that this community is also eager to celebrate its champions, those who are the most active in the community and share their insights for the benefit of all. We are proud to celebrate all that these influencers do for our industry with HDI’s Top 25 Thought Leaders in Technical Support and Service Management.

The votes are in! The community has spoken! The winners are people who lead by example. They are practitioners and consultants. They blog. They speak at conferences and events. They tweet and share their insights on social media. They mentor us in the finer points of leadership, process improvement, and technology implementation. They provide guidance for the industry to help us all improve service delivery and advance our careers.

Congratulations to those who made the list for 2018, and a big thank you to the technical support and service management community for weighing in with your votes. Without further ado, I present the Top 25 Thought Leaders in Technical Support and Service Management for 2018

Top 25 Thought LeadersTop 25 Thought Leaders in Technical Support
and Service Management


Claire Agutter | @ClaireAgutter | LinkedIn

April Allen | @knowledgebird | LinkedIn

Roy Atkinson | @RoyAtkinson | LinkedIn

Daniel Breston | @DanielBreston | LinkedIn

Chris Chagnon | @chagn0n | LinkedIn

John Custy | @ITSMNinja | LinkedIn

Simon Dorst | @itilzealot | LinkedIn

Troy DuMoulin | @TroyDuMoulin | LinkedIn

Rob England | @theitskeptic | LinkedIn

Karen Ferris | @Karen_Ferris | LinkedIn

Suresh GP | @sureshgp | LinkedIn

Joe the IT Guy | @Joe_the_IT_guy 

Beth Jacobsen | @Beth_Jacobsen | LinkedIn

Kaimar Karu | @kaimarkaru | LinkedIn

Stephen Mann | @StephenMann | LinkedIn

Simone Jo Moore | @simonejomoore | LinkedIn

Jon Morley | @jonmorleyitsm | LinkedIn

Barclay Rae | @BarclayRae | LinkedIn

Stuart Rance | @stuartrance | LinkedIn

Jeff Rumburg | @MetricNet | LinkedIn

Greg Sanker | @gtsanker | LinkedIn

Doug Tedder | @dougtedder | LinkedIn

Nancy Van Elsacker Louisnord | @NancyVElsacker | LinkedIn

Suzanne Van Hove  | LinkedIn

Paul Wilkinson | @gamingpaul | LinkedIn

Amy Eisenberg is the content specialist for HDI where she works with industry experts and practitioners to create content for technical support and service management professionals. She has worked in B2B media and scholarly publishing for more than 20 years, developing content for print and digital magazines, print and email newsletters, websites, conferences, and technical seminars. Follow Amy on Twitter @eisenbergamy, and connect with her on LinkedIn.

Tag(s): supportworld, workforce enablement, workforce enablement, technology, support center, service management, customer experience, desktop support


More from Amy Eisenberg