by Amy Eisenberg
Date Published January 23, 2020 - Last Updated December 10, 2020

The technical support and service management industry is a community of people dedicated to their craft, who strive for excellence every day. These industry experts challenge us to provide better service and support for our customers, elevate our businesses, implement leading edge technology, and improve processes so all our stakeholders can benefit.

As we began this new year, we asked for your help identifying the people who you turn to for guidance, the people who have influenced you the most and helped you advance your career. You helped us identify those people who are shaping the future of technical support and service management.

The people we honor here 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.

Meet the people who are shaping the future of technical support and service management.
Tweet: Meet the people who are shaping the future of technical support and service management. @ThinkHDI #techsupport #ITSM #servicemanagement

Congratulations to those who made the list for 2020, 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 2020:

Top 25 Thought Leaders, technical support, service management

Akshay Anand | @bloreboy | LinkedIn

Claire Agutter | @ClaireAgutter | LinkedIn

April Allen | @knowledgebird | LinkedIn

Roy Atkinson | @RoyAtkinson | LinkedIn

Ben Brennan | @why | LinkedIn

Chris Chagnon | @chagn0n | LinkedIn

Mauricio Corona | @MauricioCorona | LinkedIn

John Custy | @ITSMNinja | LinkedIn

Phyllis Drucker | @msitsm | LinkedIn

Karen Ferris | @Karen_Ferris | LinkedIn

James Finister | @jimbofin | LinkedIn

Suresh GP | @sureshgp | LinkedIn

Joe the IT Guy | @Joe_the_IT_guy 

Kaimar Karu | @kaimarkaru | LinkedIn

Michelle Major-Goldsmith | @mmg9898 | LinkedIn

Stephen Mann | @StephenMann | LinkedIn

Julie L. Mohr | @JulieMohr | LinkedIn

Simone Jo Moore | @simonejomoore | LinkedIn

Barclay Rae | @BarclayRae | LinkedIn

Stuart Rance | @stuartrance | LinkedIn

Jeff Rumburg | @MetricNet | LinkedIn

Greg Sanker | @gtsanker | LinkedIn

Dave Snowden | @snowded | LinkedIn

Doug Tedder | @dougtedder | LinkedIn

Paul Wilkinson | @gamingpaul | LinkedIn

Amy Eisenberg is the content manager 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, technology, support center, service management, metrics and measurements, desktop support, customer experience


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