by Team HDI
Date Published August 13, 2020 - Last Updated January 20, 2023

Each year, HDI honors the very best in the technical support and service management profession, recognizing the individuals, teams, and organizations that have achieved and maintain the highest standards of quality and customer satisfaction. The HDI Service and Support Awards showcase those individuals and teams that excel at service and support and elevate their businesses by their excellent work.

The nomination period ran from August 5 through October 31. Completed nominations were then turned over to industry expert judges for review, and finalists were named in February. The judges interviewed each finalist and finalist team by video conference.

The award ceremony is always much anticipated and gathers an enthusiastic crowd. This year, we gathered online at SupportWorld Live: A Digital Experience to present the awards and celebrate the accomplishments of the finalists and winners.

The winners were announced at SupportWorld Live.
Tweet: The winners were announced at SupportWorld Live. @ThinkHDI #techsupport #servicedesk #SupportWorld #HDIAwards

Roy Atkinson, HDI Group Principal Analyst, presented this year’s awards. While we could not celebrate in person, we plan to honor the 2020 winners at SupportWorld Live 2021.


Individual Awards

Best Service and Support Analyst | Nathan Loper, Butler University

Best Service and Support Technician | Phillip Oha, Loudoun County

Best Service and Support Manager | Gina Montague, Infinite Campus

Local Chapter Officer of the Year | Bill Liberti, Capital Area – Washington, DC

Lifetime Achievement | Peter McGarahan 

Team Awards

Best Use of Technology | First American IT Service Desk

Best Service and Support Culture | End User Services, Information Technology, Box

Best Customer Experience | Everbridge Customer Support

Best Service and Support Organization | First American IT Service Desk


The nomination period for the 2021 Service and Support Awards is now open. Download the toolkit and start a nomination.
Start a nomination!

For 30 years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes.

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


More from Team HDI