The Middle Manager

Surviving & Thriving as a Leader

Tag Archives: support

It’s the Small Things

When it comes to delighting our customers, small things are important. Of course, executing on our core responsibilities is critical, but the things that our customers remember – and the things that could have long-lasting impact on their impression of our service as a whole – are the small things. An example could be something […]

The Value of Association

Since I’ll be on an airplane at 5 AM tomorrow, I’m posting this a day earlier than usual.  I’m winding down my week in Las Vegas, where I was attending the 2013 HDI conference for technical support professionals. It was a great week, with plenty of informative sessions and some awesome keynotes, including Steve Wozniak, […]

The Death of Desktop Support?

If industry pundits and trade publications are to be believed, all of the changes in technology – like the emergence of ‘cloud’ computing, mobility, consumerization, etc. – have resulted in the death of desktop support organizations. I completely, totally disagree. There is no one in the IT arena that has a better idea of the […]

%d bloggers like this: