HDI 2018 Schedule Builder

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Session 301: Beyond Desktop Support: A Journey from the Deskside to Comprehensive Service

Mike Hanson (Director, IT Support , Optum, Inc.)

Location: Room 315

Date: Wednesday, April 11

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Evolving Desktop Support

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate

Desktop support has evolved over the last decade and Optum’s support team has evolved right along with it. Join Mike Hanson for this eye-opening session where you’ll hear Optum’s story— from the early days of locally staffed support teams, to remote support, to service desk alignment, and finally to a customer-focused, high-performing support organization. It hasn’t always been easy—the road’s been paved with many technology issues, cultural problems, marketing demands, customer concerns, and leadership lessons—but this is your chance to learn from these mistakes and begin your own journey to support center superiority.