Date Published December 29, 2025 - Last Updated December 29, 2025
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 leadership and training. His career moved into retail and leadership opportunities at Best Buy. In 2015 Rocky joined Corporate One Federal Credit Union as a Service Desk Analyst. Since joining Corporate One, Rocky has built an impressive resume. With three promotions under his belt, he has acquired numerous certifications and a bachelor’s degree. Rocky has held positions in Incident Management, Project Management, and IT Governance. Recently he completed his MBA. Rocky is currently AVP - IT Governance at Corporate One. Outside of work, Rocky is married with 4 children. Rocky loves to spend time outdoors, he is an avid disc golfer, and is a huge fan of FC Cincinnati.
Linda Lenox, Principal Consultant, Ingleby Lenox, LLC
Linda Lenox is a seasoned IT leader with over 30 years of experience in IT management, service management, and operations. Linda has led teams across multiple industries and has a proven track record of implementing ITIL best practices, improving service delivery, and driving strategic initiatives that align IT with business goals. As a Principal Consultant at Ingleby Lenox, LLC, Linda provides guidance and expertise to organizations seeking to enhance their IT service management capabilities. She is passionate about mentoring IT professionals and sharing her knowledge through writing and speaking engagements. Linda’s extensive experience and dedication to continuous improvement make her a valuable contributor to the IT service management community.
Susan smith, Program Managet and vCIO, GTS Technology Solutions
Susan Smith is an accomplished technology executive with over 30 years of experience leading enterprise IT, cybersecurity, service management, and operational excellence initiatives. She currently serves as Program Manager and vCIO at GTS Technology Solutions, where she helps organizations align technology strategy with business outcomes. Susan previously held senior roles at Texas A&M University, including Assistant Vice President for IT Infrastructure and Operations, where she led large-scale teams and complex programs impacting tens of thousands of users. She is known for driving organizational transformation, improving customer experience, and building high-performing teams. Susan holds multiple industry certifications and is a passionate advocate for leadership development, mentorship, and advancing women in technology. She brings a practical, strategic perspective grounded in real-world operational experience.
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. With a rich background in IT Service Management, Varun has led diverse teams across various roles, including Service Desk Manager, Technical Support Manager, and Delivery Operations Manager. Currently, he oversees delivery operations at WBM Technologies, where he focuses on enhancing customer experiences, streamlining processes, and driving operational excellence. Varun is known for his ability to inspire and empower others through mentorship and coaching. His passion for continuous improvement and innovation has led to successful implementations of ITIL practices and service management frameworks. Varun holds multiple certifications, including ITIL, PMP, and Lean Six Sigma, and is committed to lifelong learning. Outside of work, he enjoys public speaking, writing, and spending time with his family.
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 Association
Karen A. Allen is an accomplished IT Operations Manager with a passion for technology, leadership, and lifelong learning. With extensive experience managing IT operations, Karen has developed expertise in optimizing processes, enhancing service delivery, and implementing innovative solutions. She is dedicated to fostering a collaborative and inclusive work environment, mentoring team members, and driving continuous improvement. Karen is actively involved in the Network Professional Association as an Executive Board Member, where she contributes to the development of professional networks and supports the growth of IT professionals. Her commitment to leadership development and community engagement makes her a valuable asset to the IT industry. Karen is eager to share her insights and experiences as an HDI Featured Contributor, focusing on management excellence and best practices.
Nora Osman, CEO, Norvana LLC
Nora Osman is the Founder & CEO of Norvana, a boutique Customer Experience Optimization company helping organizations redesign customer journeys, build scalable support operations, and launch AI-enabled service strategies. With a career spanning product leadership, customer success, and experience design, Nora brings a multidisciplinary approach to modern support. She is passionate about making customer experience measurable, actionable, and accessible—especially for teams navigating rapid growth or transformation. Nora has led CX initiatives across startups and enterprise environments, focusing on process improvement, customer trust, and high-impact team enablement. She believes great support is both an art and a system, and she helps leaders build both. As an HDI Featured Contributor, Nora looks forward to sharing practical frameworks, leadership lessons, and strategies for elevating support experiences in a changing landscape.
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 and offering a fresh, practical perspective, Matt focuses on improving the day-to-day experience for support teams and the customers they serve. He brings deep expertise in ITSM, customer-centric design, and service delivery, and is passionate about helping organizations build support models that are both efficient and human. As a speaker, consultant, and content creator, Matt has worked with teams around the world to modernize service practices and drive meaningful improvements. He’s excited to contribute to the HDI community by sharing actionable insights, lessons learned, and ideas that support leaders can apply right away.
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!