President's Message...
with Laurie Lukken
Welcome to December!
I hope everyone had a joyous Thanksgiving holiday with family and friends. It's always wonderful to gather, share laughter, enjoy good food, and bask in the warmth of loved ones.
I had the pleasure of spending time with my extended HDI family at Service Management World. While the keynote speakers and sessions were inspiring, I found the most inspiration in conversations with other attendees. During a recent discussion with a fellow local chapter officer, they shared their passion and enthusiasm for HDI, and their message resonated deeply with me.
In today's world, filled with strife, unhealthy competition, negativity, and division, we often feel confused, bewildered, and a little scared. Finding a place where you feel safe and connected can be challenging. This is where HDI Local Chapters step in. Our community is a safe space where you can ask questions without fear of judgment or dismissal. Here, you can find connections despite differences in beliefs, as this is one of the most accepting and welcoming groups you will ever encounter—just as the world should be.
Every local chapter officer is a volunteer driven by a sincere desire to help you and the service and support industry succeed. They gain a deep sense of accomplishment by being there for YOU. This passion drives HDI Local Chapters, and I am incredibly thankful and honored to be part of this inclusive and positive community.
In closing, I want to wish all of you a safe and happy Holiday season and see you next year!
Bytes and Banter - Latest Episode Released!
As 2025 approaches, Bytes and Banter closes out the year with two conversations that cut through the noise—one grounded in data, the other in deep-rooted leadership values.
🎙️ Episode 29 – Cassandra Benner: Insights from the Robert Half Salary Guide
In our latest episode, Cassandra Benner, Branch Director at Robert Half, unpacks key findings from the 2025 Robert Half Salary Guide. From shifting candidate expectations to trends in compensation and hybrid work, Cassandra brings clarity to what hiring looks like in today’s evolving tech landscape. She shares practical strategies for job seekers—like highlighting transferable skills and aligning values with culture—and offers insight into how companies can attract and retain top talent in a competitive market. If you’re hiring, looking, or simply navigating change, this conversation is a must-listen.
🔁 Previously on Bytes and Banter – Episode 6: Tony North – Trust Is the Catalyst
This month’s Previously On spotlight features Tony North, Marine veteran and transformational IT leader, who reminds us that leadership begins and ends with trust. Drawing from over 20 years in the tech industry, Tony shares how building a culture of trust empowers teams to take smart risks, learn together, and support one another through constant change. His message is both practical and powerful: when trust thrives, so do people—and that’s what drives lasting impact.
🎧 Listen on Apple Podcasts, Spotify, YouTube, or your favorite platform.
Explore past episodes and subscribe at hdilocalchapters.org/bytesandbanter.
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
Why 95% of AI Projects Fail to Deliver ROI
and How to Fix It
More than 90% of AI initiatives never deliver measurable value. In service and support it’s not about the technology, it’s how success is defined, who owns it, and knowing what “good” looks like.
In this interactive virtual workshop, you’ll learn a proven path to avoid becoming part of that 95%. Designed specifically for ITSM and help-desk leaders, this workshop gives you a practical, actionable framework to define goals, clarify ownership, and validate readiness before committing time or resources to your next AI project.
About our Speaker:
Benjamin Queen is an AI & Service Innovation Advisor/Practitioner with more than two decades of experience helping organizations turn technology investments into measurable business results. His work spans the design, development and deployment of programs that advance technology fluency, responsible innovation, AI literacy, governance, workflow automation and digital adoption. Over his career, he has consulted for and worked with companies including Splashtop, Juniper Networks, PriceWaterhouseCoopers, American Express, NYMEX, Marsh & McLennan, Federal Express, UPS and Goldman Sachs. Today, Ben focuses on helping IT service and support leaders integrate emerging technologies responsibly while ensuring every initiative delivers visible improvements in speed, quality and customer satisfaction through practical, results-driven execution.
Date: December 3, 2025
Time: 11:30 AM - 1:00 PM PT
Location: Virtual! Details sent on registration
Cost: Free!
Register Here!
2025 HDI Philly Leadership & Awards Conference
Join us for our 25th Annual HDI Philly Leadership and Awards Conference! Discover the latest trends, strategies, and innovations shaping the IT support landscape from inspiring keynote speakers. To top it off, enjoy a special comedy performance, bringing humor and energy to the day. Don’t miss this opportunity to connect with industry professionals, gain valuable insights, and chart a path toward the future of IT!”
The event will begin with Breakfast and Registration from 8 AM - 9 AM. Our program will begin promptly at 9:00 AM running until about 3:00 PM. All are invited to a Happy hour at the venue at the conclusion of the event.
Date: December 5, 2025
Time: 8:00 AM - 3:00 PM ET
Location: Dave and Busters - 325 N Christopher Columbus Blvd, Philadelphia, PA 19106. Parking is available in the garage at Dave and Busters.
Cost: Members, Non-Member Practitioners: Free! Non-Sponsoring Vendors: $150
Register Here!
Gen AI Monthly Meetups Fall Edition October - December
After a short summer break, we’re excited to be back!
These sessions are a chance to:
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Build connections and friendships
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Explore Generative AI topics in an open roundtable format
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Ask questions, share knowledge, and imagine new possibilities together
We’ll laugh, learn, and reflect on the awe of this moment in time—the future isn’t on the horizon, it’s here, and it’s wild!
Date: December 5, 2025
Time: 10:00 – 11:00 AM. EST
Location: Virtual: https://meet.google.com/nva-szrt-gbw
Cost: Free!
Register Here!
Celebrate and Inspire: HDI Annual Awards & Team Building Luncheon
It’s time to celebrate! The HDI Capital Area Chapter cordially invites you to our Annual Awards Luncheon, a prestigious event where IT Service and Support Managers recognize their outstanding team members for their exceptional achievements and contributions throughout the year. This event, which has become a tradition in the Washington, D.C. area, is an occasion that brings teams together to celebrate excellence and inspire future accomplishments. During the luncheon, we will enjoy an inspirational keynote presentation, a three-course meal, and award presentations to the Best Support Analyst and Best Support Technician nominees. It's a time for networking, sharing success stories, and fostering a sense of motivation and unity among attendees.
This event serves as a platform to honor support professionals who have made a significant impact in their respective roles, leaving a lasting legacy for others to aspire to. It will conclude with the announcement of the winners for Best Support Analyst and Support Technician awards. The winners will go on to the regional competition, with the Regional Winner being sponsored by Robert Half Technology to attend the HDI Annual conference in Las Vegas, Nevada.
Registration Cost
Seating is limited, so be sure to register EARLY to reserve your seats! Registration includes hors d'oeuvres, cocktails, a three course buffet-style meal, coffee, hot tea, iced tea, and soda. Registration closes Thursday, December 4th at 5:00 PM.
Team Discounts
Register 5 team members and receive the 6th registration free by entering the promo code: sixthfree.
About the Keynote
This year’s keynote speaker Gregg Gregory, will will deliver an inspiring and energizing keynote address that celebrates teamwork, growth, and excellence in service.
Agenda
10:00 AM to 11:00 AM – Registration, Networking, & Hors d‘oeuvres
11:00 AM to 12:00 PM – Welcome Announcements, Lunch Served
12:00 PM to 12:45 PM – Candidate Introductions
12:45 PM to 1:00 PM – Break
1:00 PM to 2:00 PM – Keynote - Gregg Gregory
2:00 PM to 2:15 PM – Break, Dessert and Coffee Served
2:15 PM to 3:00 PM – Candidate Introductions
3:00 PM to 3:15 PM – Best Support Analyst & Best Desktop Technician Award Winners Announced
3:15 PM to 3:30 PM – Closing Remarks and Prize Drawing*
*Must be present to win*
Date: December 5, 2025
Time: 10:00 AM - 3:30 PM ET
Location: 10000 Baltimore Ave, College Park, MD 20740
Cost: Members: $39, Non-Members: $59
Register Here!
24th Annual Awards Event and Holiday Luncheon
The time of year that we all love the most!
It's time to recognize Pittsburgh's Information Technology Best of the Best
Join us at the Steel City Awards Event and Holiday Luncheon!
Each year, HDI works jointly with the local chapters to identify and award the industry's top analyst and desktop support technician. Those nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for these prestigious awards.
Please come and join us at the iconic LeMont Restaurant on beautiful Mount Washington to network with local professionals and celebrate all of the nominees' accomplishments.
Agenda
- 11:30 am: Registration will begin with social networking
- 12:00 Noon: Luncheon will be served
- 1:00 pm: Awards Program will begin
Registration
- Each registration includes lunch and dessert. A cash bar will be available.
- The deadline to RSVP is December 4th. Share with your family, friends & team!
- If you encounter any issues with registration, please email hdi@hdisteelcity.com.
- Want the member price? JOIN HDI STEEL CITY NOW!
Luncheon Menu*
Choice of:
Chicken Piccata - Floured pan seared breast with a lemon caper butter sauce
Baseball Cut Sirloin Steak - Eight (8) oz served with maître d’hotel butter
Pasta Alfredo - Rich and creamy Alfredo sauce over pasta
Vegetarian Terrine - Medley of vegetables, Portobello mushrooms with tofu, drizzled with Balsamic reduction
LeMont salad, rolls and butter, soft drinks, tea, coffee and dessert included.
A cash bar will be available to purchase cocktails.
*If you have special dietary needs, please let us know when registering.
Parking
- Valet parking is available at the venue for $9.00
Dress Code
- The atmosphere has a more formal vibe – Dress up if you dare or go business casual — it's up to you!
Date: December 11, 2025
Time: 11:30 AM - 3:30 PM ET
Location: LeMont Restaurant, 1114 Grandview Ave, Pittsburgh, PA 15211
Cost: Members: $30 Non-Members: $55
Register Here!
2025 Service and Support Awards Ceremony
It's the time of year that we all love the most! Time to recognize all those nominated for the 2025/2026 Best Service and Support Analyst and Technician awards!
Each year, HDI works jointly with the local chapters, such as Motown, to identify and award the industry's top analyst and desktop support technician. Those nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award. The winners from each of HDI's local chapter regions are invited to participate in the ceremony held during HDI Service and Support World in the spring!
Year after year many wonderful people are nominated for both the Best Service and Support Analyst awards. This year has been no exception! Our judges are faced with a tough decision to narrow it down to just one winner and runner-up for each category. Those nominated have brought their A game and our judges have been losing sleep whittling down the list!
Date: December 12, 2025
Time: 12:00 PM - 2:00 PM ET
Location: Craft Breww City, 27843 Orchard Lake Rd., Farmington Hills, MI 48334
Cost: Free!
INTERFACE Seattle 2025
IT Infrastructure is constantly changing, bringing more new challenges with it every day. From ransomware and the latest security threats to emerging developments in AI and the need for increased bandwidth and storage, it’s nearly impossible to keep up to date. Our conference is designed to help. We’ve assembled a combination of Best-in-Breed hardware and software solutions, along with local experts and organizations to help educate, advise and connect you to resources that can help you meet your goals.
Covering Information Security, Infrastructure, Cloud, Disaster Recovery, Communications, and more, you’ll find presentations, panel discussions, and exhibitors covering a variety of topics, as well as the latest innovations and best practices.
Date: December 11, 2025
Time: 8:30 AM - 4:30 PM PT
Location: 705 Pike St, Seattle, WA 98101
Cost: See INTERFACE website for details.
Register Here!
2025 Awards and End of Year Celebration
Join HDI Ohio for the best event of the year!!
We will come together for an afternoon where we celebrate your 2025 HDI Award nominees, announce your 2025 award winners and leave motivated to make 2026 our best year yet!
Sponsored by: IGS Energy
Manley Feinberg is recognized as an award winning international keynote speaker and business leader, author, published outdoor adventure photographer and professional musician. He served two terms as the President of the National Speakers Association, St. Louis chapter.
Leveraging more than twenty years of business, professional speaking and adventure experience, he helps professionals breakthrough mindsets to step up and reach their next summit. As a result of his work, people have more focus, courage, commitment and momentum.
What can you expect?
- Lunch is provided!
- Celebrating all Award Nominees!
- Great motivational presentation from Manley Feinberg
- Announce Winners
- Giveaways!
- Networking
- and more!
Date: December 11, 2025
Time: 12:00 PM - 4:00 PM ET
Location: IGS Energy - 6100 Emerald Pkwy, Dublin, OH 43016
Cost: Members: Free! Non-Members: $15
Register Here!
Holiday Gathering
Join us as we celebrate the holiday season and our first year back as an active HDI chapter!
Come mingle with your peers from across the NYC IT service and support community as we wrap up 2025 and kick off 2026 with momentum.
Date: December 16, 2025
Time: 5:45 PM - 8:00 PM ET
Location: Cowgirl NYC – 519 Hudson St, New York, NY
Cost: Free!
Register Here!
Updates from HDI...Check out these great industry happenings!
What Happens in Vegas...is a lot!
May 3-7, 2026, Ceasar's Palace - Las Vegas, NV
The ultimate destination for IT Service Management, Customer Support, and Technical Support.
The future of IT service and support starts here. For the first time ever, HDI is bringing together SupportWorld Live and Service Management World into one powerful experience: HDI Service & Support World. This is where IT Service Management, Customer Support, and Technical Support converge, creating a single destination for learning, networking, and innovation.
The industry is evolving fast, and this event is your chance to stay ahead. HDI Service & Support World delivers actionable insights, dynamic training, and strategies to help you thrive in a rapidly changing ITSM landscape. Connect with a diverse community of IT leaders, explore cutting-edge solutions, and discover the tools that will define the future of service and support. Join us in Las Vegas this May and be part of the movement shaping what’s next.
Get notified when registration opens!
SupportWorld - Top 3 Articles
Top 3 articles for October, 2025...have you read them yet?
1. IT Budgeting: Best Practices for Efficient Forecasting, by Matt Beran
2. Impacting Performance: Think about Discipline! By Dennis Gersahowitz
3. A Big Problem Humans Don't Know: How to Talk to AI, by Linda Lenox
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of them industry, HDI's SupportWorld helps you become the expert in technical support and service management. Get in the know - new articles are released every week!
Subscribe Here!
HDI Webinar...Chick-Fil-A's Recipe for Support Desk Success
How Chick-fil-A’s Support Desk Increased Value and Reduced Waste with Lean Chick-fil-A’s 3,200+ U.S. restaurants rely on a wide range of hardware, applications and operations to run smoothly. Ensuring those systems run at peak performance is the job of Joel Koh and his support desk team of 200+ at Chick-fil-A. It’s their job to support whatever may come up across this wide restaurant network. Join Joel for an engaging overview of how Chick-fil-A’s service desk leaned into Lean principles to streamline daily operations, enhance customer satisfaction and empower teams to drive continuous improvement. We’ll dive into actionable strategies to deliver greater value, focusing on eight ways to reduce waste in your service operations.
You’ll learn about:
- Foundational Lean principles and how to use them in practical ways
- Tools and strategies to continually improve your team's performance
- How to develop skills to make your help desk more efficient and engaged
Click here to watch the recording!
Training Spotlight - 2026 HDI Training Calendar is Here!
It's the moment you've all been waiting for 🥁...The Q1 2026 training calendar is here! Rush over to the HDI site and snag your spot in one of our highly sought-after courses.
We can't guarantee a seat if you wait!
The Best IT Roles for Starting Your Career in 2026
Breaking into IT in 2026? Good news: it’s one of the best times to start! Companies across every industry are expanding their tech teams, opening doors for early-career professionals with curiosity, problem-solving skills, and a willingness to learn. This article highlights eight of the most promising entry-level IT roles, from help desk and product support to data analysis, software development, and network operations, plus the skills, certifications, and strategies that can help you stand out.
HDI CONNECT...Where Practitioners Go for Advice!
HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization! Click here to sign up! It's free!
WHY WE'RE HERE...WHAT WE DO
HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:
❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.
❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.
❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Students can join for the low price of $29 per year. Click here to join!
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