Date Published December 29, 2025 - Last Updated January 9, 2026
Each year, HDI’s Featured Contributors bring practical guidance, real-world lessons, and fresh perspectives to the service and support community. The 2026 cohort represents leaders and practitioners across team leadership, operations, management, experience, and AI.
We’re proud to introduce the 2026 HDI Featured Contributors, organized by topic area.
Leading World-Class Service & Support Teams
World-class teams are built through leadership, clarity, and culture—especially when the work is complex and the expectations are high.
Rocky McGuire, AVP - IT Governance at Corporate One Credit Federal Union
Rocky is a Cincinnati, Ohio native. Starting his adult career in management of Chick-fil-A, Rocky gained a love for leading people and a passion for equipping servant leaders. That passion followed Rocky to the IT industry when he accidentally stumbled into a role as a Service Desk Agent in 2015.
In the decade that has followed Rocky has served in the roles of Analyst, AD Admin, Team Lead, Training/Quality, Operations Manager, Experience Evangelist and Head of Service Desk for North America. June of 2025, Rocky moved into the role of AVP, IT Governance at Corporate One Federal Credit Union (underpinned by the power of HDI Local Chapters!).
Rocky has a passion for servant leadership and evangelizing the importance of holistic employee and customer experience. Through his journey of growing through various roles within the service desk industry, Rocky has gained valuable insight on what it means to lead well and drive customer experience and better outcomes. Outside of leading his teams at Unisys, Rocky is a leadership content consumer, HDI Local Chapters officer and Podcast host who finds the most joy in his leadership role of Husband and Girl-Dad.
Linda Lenox, Principal Consultant, Ingleby Lenox, LLC
Linda Lenox is a seasoned IT leader with over 25 years of experience in IT operations, service management, and business transformation. She is the Director of Program Delivery at Hall’s Culligan Water and also runs Ingleby Lenox LLC, specializing in Service Desk and ITSM consulting.
Previously, Linda was the Vice President of Technical Operations at CURO Financial Technologies, leading a 24/7 multi-tiered Service Desk and ITSM initiatives. Her leadership has been recognized with multiple industry awards, including Computerworld’s Premier 100 IT Leaders.
Linda served as a featured contributor for HDI in 2025, is a PeopleCert ITIL Ambassador, and is the founding President for an HDI local chapter currently being established in Wichita.
She holds an MS in Telecommunications Management and numerous industry certifications, including ITIL 4 Master, PMP, SRE Practitioner, and multiple HDI certifications, such as Certified Support Center Director, Knowledge-Centered Service, and Certified Trainer.
An active speaker at industry conferences, Linda is passionate about coaching, mentoring, and volunteering with Junior Achievement USA.
Susan Smith, Program Manager and vCIO, GTS Technology Solutions
Susan Smith is an accomplished technology executive with over 30 years of experience leading enterprise IT, cybersecurity, and digital transformation initiatives across government, commercial and non-profit sectors. A seasoned strategist with deep expertise in Microsoft ecosystems, networking, and database administration, Susan has built her career around operational excellence, compliance, and people development.
As Program Manager and vCIO at GTS Technology Solutions, she oversees Managed Services teams that deliver remote monitoring, patch management, cybersecurity, and ITSM solutions. Her leadership philosophy blends CliftonStrengths coaching with ITIL principles, emphasizing “Next Issue Avoidance” and AI-driven continuous improvement to enhance service desk performance and digital employee experience (DEX).
A lifelong learner, Susan actively mentors future leaders and designs practical training programs to help technicians grow into confident problem-solvers. Known for her creativity, communication skills, and belief in the power of process, she brings both structure and inspiration to every initiative—bridging the gap between technology, service, and human connection.
Support Operations
Support operations is where strategy becomes execution. This year these pros will teach you how to turn priorities into repeatable, measurable results for customers and teams.
Michael Hanson, Vice President, Service & Support Operations at Velera
Michael is a seasoned IT service and support leader with over 30 years of experience in diverse roles across the industry. As the VP of Support Operations at Velera, a leading financial service company, he drives operational excellence and strategic innovation in IT service delivery. With international experience and as a long-time member and contributor to HDI and other industry organizations, he is known for delivering actionable insights, empower teams to enhance performance, streamlining processes, and fostering resilient support teams. He holds a BS in Technology Management, certifications in ITIL and CPI, as well as being a Certified HDI Service Desk Director.
Glenn Hoffman, Business Process Consultant, CDI, LLC
Glenn is a results-oriented Service Management consultant partnering with customers to achieve their implementation and process goals while ensuring they stay true to their overall IT and Business strategy. Ability to communicate with all levels of an organization including C-level and stakeholders with the goal of engendering trust. Committed to customers success; creating value by providing sustainable end-to-end solutions that are timely, cost-effective, and with uncompromising quality. Overall, 30 years of experience in service-related industries with specific experience in State/Local and Federal Government, Financial, Insurance, Hospitality, Technology, Academic and other private sector industries
Varun Sharma, Delivery Operations Manager - WBM Technologies LP
Varun Sharma is a dynamic leader, communicator, and coach dedicated to helping people and organizations unlock their potential. A proven leader at WBM Technologies, he has played a key role in the company’s award-winning HDI journey, recognized for excellence in service, customer experience, and technology.
As a Maxwell Leadership Certified Coach, Trainer, and Speaker, Varun has inspired audiences across North America, South America, and Asia through his engaging workshops on leadership, communication, and teamwork.
An award-winning Toastmaster, Varun lives in Regina, Canada, with his wife, a fellow leader and Maxwell Leadership Certified Team member, their two children, and their dog. Together, they are on a mission to ignite values-based leadership and personal growth around the world.
Management Excellence
Great managers create clarity, confidence, and momentum. Articles from these pros will help you build environments where people can do their best work and grow.
Karen Allen, Executive Board Member, Network Professional Association
Karen A. Allen is an accomplished IT Operations Manager with a passion for technology, leadership, and lifelong learning. A proud Chicago native, she began her journey at Eastern Illinois University and has since built a career transforming IT teams into high-performing, customer-focused partners. Karen’s experience spans education, healthcare, and nonprofit sectors—where she’s led major process improvements and innovation initiatives. A member of Women in IT and the Project Management Institute, she values faith, family, and community service. Outside of work, she enjoys music, travel, and exploring the stock market and socioeconomics.
Nora Osman, CEO, Norvana LLC
Karen A. Allen is an accomplished IT Operations Manager with a passion for technology, leadership, and lifelong learning. A proud Chicago native, she began her journey at Eastern Illinois University and has since built a career transforming IT teams into high-performing, customer-focused partners. Karen’s experience spans education, healthcare, and nonprofit sectors—where she’s led major process improvements and innovation initiatives. A member of Women in IT and the Project Management Institute, she values faith, family, and community service. Outside of work, she enjoys music, travel, and exploring the stock market and socioeconomics.
Rina Brahmbhatt, Senior Program Manager
I am an IT Service Management leader and ServiceNow Program Manager with over 15 years of experience leading enterprise initiatives that improve IT operations, service delivery, and customer experience. I specialize in ITSM processes, governance, and program execution, with a strong focus on driving operational excellence through automation, continuous improvement, and measurable outcomes. I have managed global teams, complex implementations, and cross-functional stakeholders to deliver scalable solutions aligned with business goals. I am passionate about helping organizations modernize service management and supporting the professional growth of others through mentorship and knowledge sharing. As an HDI Featured Contributor, I’m excited to share insights on management excellence, service transformation, and practical strategies that leaders can apply immediately.
Support Experience
Support experience is where trust is built. With the help of this dynamic duo, get ready to think through the moments, interactions, and systems that shape how customers feel and what they’re able to accomplish.
Matt Beran, Sr. Product Geek at InvGate
Matt Beran has over 20 years of experience in Service Management and Customer Service. Known for challenging industry norms, giving practical advice, and providing unique approaches to Service Management, he’s the Product Marketing Specialist at InvGate and host of the podcast “Ticket Volume - An IT Podcast”.
Dawn Christine Simmons (Khan)
Dawn is a 25-year IT recognized leader in Digital Business Transformation, Service Management best practices, and ITIL implementation. She currently serves as a Senior Business Consultant at Cognizant, helping organizations redesign Business Service Solutions for the GenAI era where people co-create a winning customer experience, and intelligent automation.
Doug Tedder, Owner and Principal Consultant, Tedder Consulting LLC
Doug Tedder is the principal of Tedder Consulting LLC, a service management and IT governance consultancy. A respected ITSM thought leader, Doug brings over 30 years of IT experience and a pragmatic approach to improving service delivery. He is the author of “Implementing a Successful Service Catalog” and is a frequent speaker at industry events. Doug holds numerous certifications including ITIL, COBIT, ISO/IEC 20000, and is recognized for his ability to translate frameworks into practical guidance. Doug is passionate about helping organizations design services that deliver real value and improve customer outcomes. As an HDI Featured Contributor, Doug looks forward to sharing insights on support experience, service design, and how to build sustainable practices that stick.
AI in Action
AI is changing how support teams work but it's also creating new opportunities to improve speed, insight, and consistency when applied thoughtfully. These leaders will share their no-nonsense boots on the ground experience with AI throughout the year. Get ready to take notes!
Gil Brucken, Director, Restaurant Support, Flynn Group, LP
With over 30 years of experience in IT Operations leadership, Gil has managed service desks of all sizes throughout his career. In his current role, he leads restaurant support for Flynn Group, supporting a large portfolio of restaurants across the U.S. Gil’s background includes ITIL practices, service desk operations, vendor management, and leading teams through change. He is passionate about modernizing support, improving customer outcomes, and helping teams adopt new tools and approaches in practical ways. As an HDI Featured Contributor, Gil looks forward to sharing real-world lessons and strategies that support leaders can apply—especially as AI and automation continue to reshape service and support.
Chris Chagnon, Senior Development Applications Engineer, MathWorks
Chris Chagnon is an ITSM application and web developer who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris speaks nationally about the future of ITSM, practical applications of artificial intelligence and machine learning, gamification, continual service improvement, and customer service/experience.
Rachel Mulry, Associate CIO for Planning and Customer Services– SMU
Rachel Mulry is a dynamic and results-driven senior executive with over 25 years of experience in Higher Education. At the intersection of strategy, customer service, and technology, Rachel leads transformative initiatives that enhance operational excellence, elevate customer experiences, and drive organizational change. As Associate CIO for Planning and Customer Services at SMU, she oversees critical service delivery functions and strategic planning efforts that support institutional goals. Rachel is passionate about building high-performing teams, leveraging data to improve services, and fostering a culture of continuous improvement. She brings a practical and people-centered approach to innovation, including the responsible use of emerging technologies like AI. As an HDI Featured Contributor, Rachel is excited to share insights on service leadership, customer experience, and the future of support.
Subscribe to the HDI Newsletter so You Never Miss an Article
These contributors will share insights, lessons, and practical guidance throughout the year. Make sure you subscribe to the HDI newsletter, so you never miss any of it! Every Friday we send you the latest perspectives from our featured contributors, along with HDI resources, event announcements and more. It's the easiest way to stay connected to the HDI community!