HDI Updates and an interactive, entertaining, and informative session will reveal the philosophy and methodology the Johns Hopkins support organization used to create a culture of transparency and staff engagement that produced high-performing teams.

1. Welcome!
HDI Capital Area
May 2018
Presentation and Networking Event
May 18, 2018
Center on Budget and Policy Priorities
Washington, DC

2. Thank you 2018 Sponsors!

3. HDI Capital Area
Officers
Bill Liberti, President
Ed Solis, Secretary
LaTonya Morgan, VP Programs
Monica Morrison, VP Program Logistics
Kristin Ekanger, VP Finance
Paulette Foxx-Dawodu, VP Communications
Christie Shell, VP Membership
Emil Modugno, VP Sponsorship
Andy Andrew, AVP Sponsorship
Sandy Seroskie, Chapter Advisor
Lee Weekley, Chapter Advisor
Virginia Scuderi, Leadership Council

4. What’s Hot at HDI
Upcoming HDI Leadership Forums Events
• *NEW* Register for live Forum events online!! https://hdiforums.tech.ubm.com/2018/
– 2018 HDI Leadership Forum Event
• June 11-14, 2018
• Jacksonville, FL ⎹ One Ocean Resort
– June 5 Virtual Sneak Peek
• 12:00 PM to 1:30 PM ET
• Cost: Free
• Attend this sneak peek to learn what to expect at the Live HDI Leadership Forum Event
in Bozeman, MT taking place July 16-19, 2018 (Higher Education Forum Only)

5. Upcoming HDI Webinars
• Wednesday, May 23, 2018 • 11:00 – 12:00 MT
– The Next Step: Employee-Focused Service Management
– Speakers: Marc Stitt and Roy Atkinson
– Cost: FREE
Upcoming HDI Conferences
• Service Management World 2018 ⎹ Super Early Bird Ends June 1!
– Introducing a new conference for Service Management Professionals!
– October 15-17, 2018 ⎹ Omni Orlando Resort at ChampionsGate
– Register by June 1 to save up to $700 + get a free pre-conference workshop!
– www.SMWorld.com
• HDI Conference & Expo
– Save the Date: April 9-12, 2019 ⎹ Orlando
– Pre-register for 2019 and Check out the 2018 Photos!
– www.HDIConference.com
What’s Hot at HDI

6. Upcoming Training Opportunities
Five days. Multiple certification courses. Ideal for support center analysts and managers, you can
come out for one course or stay the duration and get two certifications. You can mix and match.
You can bring the team. No matter your needs, we’ve got you covered. The best part? The more
people you bring and the more certifications you earn, the more you save!
• HDI Training Experience, Philadelphia, PA – July 23-27
– Warwick Hotel at Rittenhouse Square – Special Group Rates
– Book your trip by May 27 and save!
– CONTACT: Jennifer Quigley at (719) 955-8155
• HDI Training Experience, Kansas City, MO - September 17-21
– Hotel Phillips Kansas City, Curio Collection by Hilton – Special Group Rates
– Book your trip before July 23 and save!
– CONTACT: Tina Buchberger at (630) 283-5638
What’s Hot at HDI

7. What’s Hot at HDI
The Support Center Analyst Course –Revamped, Refreshed & Refined!
HDI Support Center Analyst (SCA) certification training focuses on support center strategies for
effective customer service, emphasizing incident resolution and trouble-shooting skills, contact-
handling procedures, incident management, communication skills, and an introduction to service
management process. Now with more class options than ever before, to get your team trained
and certified fast! HDI Training Experience, Philadelphia, PA – July 23-27
• What Will You Learn?
– The process of incident management, from detection and recording to closure
– Critical thinking skills to resolve incidents quickly and consistently
– The value of service management processes and the role they play in providing quality
support
– An awareness of the core support center procedures, processes and best practices
– Valuable active listening for improving customer interactions
– Effective support center strategies for managing difficult customer behaviors

8. What’s Hot at HDI
The Support Center Analyst Course –Revamped, Refreshed & Refined!
• Who Should Attend?
– Frontline technical service and support professionals who need to learn the critical steps
required to effectively manage and prioritize incidents and reduce escalations, and who
need to master the essential customer service skills required to manage difficult
customer behaviors and improve overall customer satisfaction.
– Individuals who are preparing for the HDI Support Center Analyst (SCA) Certification
exam
Need a solution for training many people in multiple locations?
Try Virtual Training

9. What’s Hot at HDI
2018 HDI Practices and Salary Survey
• The 2018 Practices & Salary Survey deadline has been extended to May 11! This in-depth
industry research details the latest trends and best practices focusing on the areas of ticket
management and metrics.
• If you’re among the first 250 to complete the survey by midnight on Friday, May 11,
we’ll send you a $10 Amazon gift card.
• All survey respondents will be entered into a drawing to win the grand prize: one of ten
free memberships!
2018 HDI Practices and Salary Report
• Have you checked out the first quarter Practices and Salary Report yet? HDI’s most coveted
members-only research report is now available. Stay on top of the latest technologies, keep
employees motivated, and ensure customer satisfaction with this report.
– Download it today!

10. Why do you HDI?
Have you submitted your video testimonial
explaining why you HDI? Your peers are
weighing in on why they love HDI, and we
want to hear from you too!
Check out why others love HDI, and submit your own video
testimonial today by visiting
www.thinkhdi.com/whyIHDI/testimonials or by downloading
the free Boast.io app and entering campaign code: WhyIHDI.

11. Agenda
12:00 noon to 12:30 PM –
Lunch and Networking
12:30 PM to 1:50 PM – Program
1:50 PM to 2:00 PM –
Survey, Prize Drawing
2:00 PM – Meeting Ends

12. Today’s
Program
Be The Boss
You Want To Work For!
As busy IT leaders, we do our best to
support our staff. But let's face it: it's tough!
We have to deal with the fires and
escalations; we have countless meetings
and deadlines; and somewhere in there, we
have to find time to engage with our staff
and be accessible when they need us. This
interactive, entertaining, and informative
session will reveal the philosophy and
methodology the Johns Hopkins support
organization used to create a culture of
transparency and staff engagement that
produced high-performing teams.

13. Our
Speaker
Will Ross
Will Ross is the assistant group
supervisor of help desk and desktop
services for the Johns Hopkins
University Applied Physics
Laboratory. He has more than twenty
years of IT experience, leading
dynamic, high-performing teams.

14. Register now!
Annual Team Luncheon &
Networking Cruise on the Potomac!
Friday, June 15, 2018
11:00 AM - 2:00 PM
Spirit of Washington Pier 4
600 Water Street, SW
Washington, DC 20024

16. Be The Boss You WANT To Work For!
Will Ross
Assistant Group Supervisor, Desktop Services
Johns Hopkins University Applied Physics Laboratory
William.Ross@jhuapl.edu
Capital Area Chapter Meeting

18. • APL is the Nation’s largest
university affiliated research
center.
– A Division of The Johns
Hopkins University
www.jhuapl.edu
• Organization size
– 6500 internal customers
– 65 IT Customer Support staff

19. Secret confession

22. Leadership
Inspire
People
Share Vision
Empower
People
Leadership starts with YOU!
• Managers make it through the day. Leaders
change the future!
• Empower staff
• “Clients do not come first. Employees come first. If
you take care of your employees, they will take
care of the clients.” ― Richard Branson
Managers deal with the
work, Leaders work with
the people.

23. Decisiveness
Courag
e
Purpose
Integrity
Values
Strategy Principles
Humility
Passion
Delegation
Empowerment
Sincerity
Risk
Confidence
Commitment
Wisdom People
Honesty
Compassion
Sensitivity
Determination
Optimism
Confidence
Empathy
Accountability
Focus
Awareness
Leaders

24. • Maintain Trust
• Always Communicate
• Create Vision
Leaders

25. Leaders
Maintain
Trust
(Past)
Always
Communicate
(Present)
Create
Vision
(Future)

26. Trust is easier to keep than fix
– If staff don’t Trust you they will
spend half their time second
guessing your intentions

27. Communication
– Praise the good, mentor the
bad
– Valuing the conversation
– Gather feedback
– Non-Verbal

28. Communication
– Praise the good, mentor the bad
– Valuing the conversation
– Gather feedback
– Non-Verbal

29. Vision – Staff have
to know the vision
to follow the
vision...

30. Past
Maintain
Trust
Present
Always
Communicate
Future
Create
Vision

31. Would your staff pick you to lead them?
OR
Are they waiting for the first chance to get away?
Agood boss makes his men realize they have more ability than
they think they have so that they consistently do better than they
thought they could.
-Charles Erwin Wilson

32. Questions?
No leader was harmed in the making of
this presentation!
William.Ross@jhuapl.edu