CRANBERRY TOWNSHIP, Pa.--(BUSINESS WIRE)--Jacque Rowden, Senior Director, Help Desk at Continuum®, the industry's only channel-exclusive provider of fully integrated managed IT services solutions, is presenting, “Who Is Your Team?” at the HDI 2015 Conference & Expo, Thursday, March 24 – Friday, March 27, 2015 in Las Vegas, Nevada. HDI 2015 is an IT service and technical support conference that addresses the needs of the entire team, from seasoned directors to frontline analysts, and provides valuable insight into how formal procedures, processes and industry tools can improve service and support performance.
|Continuum’s Jacque Rowden Presenting Session 710: “Who Is Your Team?” at HDI 2015|
|Friday, March 27, 2015 at 9:00 a.m. PDT|
|Mandalay Bay Hotel, 3950 S Las Vegas Blvd, Las Vegas, Nevada|
In this session, Jacque Rowden shares strategies for building an identity, improving morale, recognizing winners and transforming a help desk department into a help desk team. Attendees find out how Team Thunderstruck, the Fighting Mongooses, and six other help desk teams partake in friendly competitions and cross-team challenges that liven up the workplace, foster collaboration and increase employee retention. Sports team are not named “Basketball Team #3” or “Ohio's Football Team.” Teams have a name, mascot, team colors and perhaps a team cheer or song. Help desks should have the same identifiers.
Jacque has 25 years of experience managing technical teams that have provided global support for public and private companies, start-ups and white-shoe law firms. She has spoken on topics including electronic security, help desk metrics and help desk careers, as well as Agile project management in IT service management. She has a bachelor’s degree in biology from Excelsior College. Her certifications include MCSE and other Microsoft technical certifications, HDI Support Center Manager and Director, and ITIL Foundations. In 2008, Jacque’s help desk team was one of two finalists for ICMI's Best Small Contact Center of the Year and one of seven finalists for itSMF's Best IT Project of the Year.
In August 2014, Continuum was named a finalist for the HDI Service Management Award, the highest honor in the technical service and support profession, for its improvement initiatives for the company’s Help Desk. Continuum’s white-label IT help desk efficiently identifies and solves both simple and complex issues, helping Managed Services Provider (MSP) partners deliver superior customer service and support without exhausting its in-house techs. Continuum’s Help Desk supports 35,000 users with more than 100 technicians.
For more information on Continuum’s Help Desk, visit:
For more information on HDI 2015, visit: http://www.hdiconference.com.
About Continuum Managed IT Services
Continuum is the technology industry's only channel-exclusive provider of fully integrated managed IT services, allowing its Managed Services Provider (MSP) partners to maintain both on premise and cloud-based servers, desktops, mobile devices and other endpoints for small-and-medium-sized businesses. Continuum’s SaaS platform enables MSPs to efficiently backup, monitor, troubleshoot and maintain clients’ IT infrastructure from a single pane of glass, all backed by an industry–leading network operations center (NOC) and Help Desk. MSPs leverage Continuum’s pay-as-you-grow business model to scale IT services without committing to long-term contracts and to reserve in-house staff for strategic initiatives. The company employs over 1,000 professionals worldwide, supports over 3,500 partners and monitors over 600,000 endpoints. For more information, visit http://www.continuum.net/ or follow us on LinkedIn and Twitter @FollowContinuum.
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