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Hone in on the awards you want to target! Take a look at the evaluation criteria for each category, and the FAQ section that follows that. If you have additional questions, reach out to our Awards team.
Best Service and Support Analyst
We're looking for exceptional frontline technical support professionals who consistently go above and beyond in their service to customers and colleagues. This award recognizes analysts who demonstrate outstanding technical skills, customer service, teamwork, and dedication.
HDI collaborates with local chapters to identify top performers in frontline support. Nominees compete at local, regional, and global levels for this prestigious award. Winners from each HDI local chapter region are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Currently working as a tier-1 support analyst with at least 12 months of experience in their present role
- Provides actual frontline support (supervisors are not eligible)
- At least 75% of daily tasks related to tier-1 customer support for 9 of the past 12 months
- Previous winners are eligible after a one-year hiatus
Evaluation Criteria:
- Technical Aptitude: Demonstrates strong technical skills and eagerness to learn
- Customer Service: Provides exceptional service and support to clients
- Teamwork: Collaborates effectively and shares knowledge with peers
- Initiative: Shows drive and motivation to perform at a high level
- Attitude: Maintains a positive attitude and enthusiasm in their work
- Growth Potential: Exhibits potential for advancement in the IT support industry
Best Service and Support Technician
We're looking for exceptional desktop support technicians who consistently go above and beyond in their service to customers and colleagues. This award recognizes technicians who demonstrate outstanding technical skills, customer service, teamwork, and dedication.
HDI collaborates with local chapters to identify top performers in desktop support. Nominees compete at local, regional, and global levels for this prestigious award. Winners from each HDI local chapter region are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Currently working as a desktop support technician with at least 12 months of experience in their present role
- Provides actual desk-side support (supervisors and team leads are not eligible)
- At least 50% of daily tasks related to desktop support for 9 of the past 12 months
- Previous winners are eligible after a one-year hiatus
Evaluation Criteria:
- Technical Aptitude: Demonstrates strong technical skills and eagerness to learn
- Customer Service: Provides exceptional service and support to clients
- Teamwork: Collaborates effectively and shares knowledge with peers
- Initiative: Shows drive and motivation to perform at a high level
- Attitude: Maintains a positive attitude and enthusiasm in their work
- Growth Potential: Exhibits potential for advancement in the IT support industry
Best Service and Support Manager
We're seeking exceptional service and support managers who excel in leading IT support teams, driving performance, and fostering innovation. This award recognizes managers who demonstrate outstanding leadership, strategic thinking, and a commitment to developing their teams and advancing IT services within their organizations.
HDI collaborates with local chapters to identify top-performing managers. Nominees compete at local, regional, and global levels for this prestigious award. Winners from each HDI local chapter region are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Currently in a management role for at least 12 months
- Manages teams supporting any or all IT services
- Has both strategic and tactical responsibilities
- Previous winners are eligible after a one-year hiatus
Evaluation Criteria:
- Leadership: Demonstrates the ability to influence, motivate, and guide team members
- Strategic Vision: Shows capability in planning and implementing long-term IT service improvements
- Performance Management: Drives team performance and achieves measurable results
- Innovation: Fosters an environment that encourages creative problem-solving and new ideas
- Team Development: Invests in the growth and success of team members
- Stakeholder Management: Effectively communicates and collaborates with various stakeholders
Entry Requirements:
- Completed nomination form
- Two testimonials (from direct reports, peers, and/or senior leaders)
Best Service and Support Organization
We're seeking outstanding service and support teams that have achieved excellence in delivering IT services. This award recognizes organizations that demonstrate maturity, innovation, and a commitment to providing exceptional customer experiences. We're looking for teams that effectively integrate people, processes, and technology to overcome challenges and drive continuous improvement.
HDI collaborates with local chapters to identify top-performing organizations. Nominees compete at local, regional, and global levels for this prestigious award. Finalists are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Open to internal, external, and outsourced IT service and support teams
- Winners from the past two award cycles are ineligible for the current cycle
Evaluation Criteria:
- Customer Focus: Demonstrates commitment to customer engagement and satisfaction
- Employee Engagement: Shows dedication to staff development and satisfaction
- Strategic Alignment: Support center's mission aligns with overall organizational goals
- Team Cohesion: Exhibits strong teamwork and collaborative culture
- Process Maturity: Implements well-defined processes aligned with industry best practices
- Innovation: Applies creative solutions to improve service delivery
- Performance: Achieves measurable improvements in service quality and efficiency
Best Service and Support Culture
We're seeking organizations that excel in creating an outstanding employee experience within their IT service and support teams. This award celebrates workplaces that foster creativity, collaboration, and continuous improvement. We're looking for cultures where employees are empowered, engaged, and aligned with the organization's mission and goals.
HDI collaborates with local chapters to identify organizations with exceptional cultures. Nominees compete at local, regional, and global levels for this prestigious award. Finalists are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Open to IT service and support organizations of all sizes and types
- Previous winners are eligible after a one-year hiatus
Evaluation Criteria:
- Strategic Culture Development: Demonstrates a planned approach to cultivating a positive team culture
- Employee Engagement: Shows effective methods for measuring and improving employee engagement
- Talent Management: Illustrates positive impact on recruiting, hiring, and retention
- Innovation and Collaboration: Fosters an environment that encourages creativity and teamwork
- Alignment: Ensures employees understand and connect with the organization's mission and goals
- Continuous Improvement: Supports and empowers employees to enhance their skills and processes
Entry Requirements:
- Completed nomination form
- Two testimonials (one from a staff member and one from a senior leader)
Best Customer Experience
We're seeking organizations that excel in delivering exceptional customer experiences through their IT service and support functions. This award recognizes teams that effectively leverage their people, processes, and technology to drive customer satisfaction and loyalty. We're looking for organizations that set high standards for customer interactions and successfully embed this culture throughout their team.
HDI collaborates with local chapters to identify organizations providing outstanding customer experiences. Nominees compete at local, regional, and global levels for this prestigious award. Finalists are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Open to IT service and support organizations of all sizes and types
- Previous winners are eligible after a one-year hiatus
Evaluation Criteria:
- Strategic Approach: Demonstrates a thoughtful philosophy around customer experience management
- Measurement and Communication: Shows effective methods for assessing and sharing customer satisfaction data
- Employee Development: Illustrates integration of customer experience initiatives with staff training and coaching
- Issue Resolution: Exhibits a strategic approach to managing dissatisfied customers
- Continuous Improvement: Provides evidence of positive impact on customer experience over time
- Cultural Integration: Shows how customer-centric values are embedded in the organizational culture
Best Use of Technology
We're seeking organizations that have exceptionally leveraged a single technology or suite of services to enhance their IT support operations. This award recognizes innovative implementations that have significantly improved service delivery, analyst efficiency, and customer experience. We're looking for projects that demonstrate strategic planning, thoughtful execution, and measurable impact.
HDI collaborates with local chapters to identify organizations with outstanding technology implementations. Nominees compete at local, regional, and global levels for this prestigious award. Finalists are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Implementation must involve a single piece of technology or one suite of services deployed as a single project
- Previous winners are eligible after a one-year hiatus
Evaluation Criteria:
- Strategic Alignment: Clear objectives and expected ROI for the implementation
- Selection Process: Thoughtful approach to choosing the technology
- Implementation Approach: Well-planned execution with defined milestones and benchmarks
- Innovation: Unique approach or application of the technology
- Impact: Positive effects on analyst productivity and customer experience
- Broader Influence: Benefits extending beyond the support organization
- Continuous Improvement: Ongoing enhancements and optimization of the technology
Best Service Improvement Initiative
We're seeking organizations that have successfully implemented or enhanced one or more service offerings, resulting in significant improvements to their IT support operations. This award recognizes initiatives that have positively impacted internal efficiencies, service quality, or customer experience. We welcome improvements based on established methodologies or innovative approaches developed in-house.
HDI collaborates with local chapters to identify organizations with outstanding service improvement initiatives. Nominees compete at local, regional, and global levels for this prestigious award. Finalists are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Open to IT service and support organizations of all sizes and types
- Initiative can be of any scope, as long as it demonstrates clear service improvement
- Previous winners are eligible after a one-year hiatus
Evaluation Criteria:
- Strategic Alignment: Clear objectives and expected ROI for the initiative
- Planning Process: Thoughtful approach to choosing and developing the improvement plan
- Implementation Approach: Well-executed adoption with defined milestones and benchmarks
- Innovation: Unique approach or application of improvement methodologies
- Impact: Positive effects on both employees/analysts and customers
- Continuous Improvement: Ongoing enhancements and optimization of the initiative
- Business Value: Clear contribution to overall organizational success
Local Chapter Officer of the Year
We're seeking exceptional volunteer leaders who have made significant contributions to their local HDI chapters. This award recognizes individuals who demonstrate outstanding commitment, creativity, and leadership in supporting and growing their local IT service and support communities.
HDI collaborates with local chapters to identify standout volunteer leaders. Nominees compete at local, regional, and global levels for this prestigious award. Finalists are invited to the awards ceremony at SupportWorld Live.
Eligibility:
- Must be a current volunteer leader in an HDI local chapter
- Nominations can come from local chapter officers, national officers, board members, community members, peers, or customers
- Self-nominations are welcome
- Previous winners are eligible after a one-year hiatus
Evaluation Criteria:
- Commitment: Demonstrates dedication to the local chapter's success
- Responsibility: Takes on significant roles and duties within the chapter
- Leadership: Shows ability to guide and inspire others in the chapter
- Creativity: Brings innovative ideas and approaches to chapter activities
- Passion: Exhibits enthusiasm for the local chapter community
- Impact: Makes measurable contributions to chapter growth and engagement
Lifetime Achievement Award
This award, presented annually at SupportWorld Live, recognizes the lasting contributions, leadership, enthusiasm, and tireless efforts of industry luminaries who've committed themselves to elevating the reputation of the technical support and service management profession. A panel of judges use the criteria listed to the right, and other factors, to evaluate each candidate's accomplishments and dedication to the profession.
Evaluation Criteria:
- Be active in the industry for at least ten years
- Provide thought leadership on the industry's strategic direction
- Serve on the boards of industry organizations
- Provide industry mentorship and leadership
- Influence industry best practices, standards, or frameworks
- Serve as a subject matter expert
- Demonstrate dedication to professional growth and the growth of the industry as a whole
FAQ
Do I have to be HDI-certified to enter?
No, neither you nor your center must be certified.
Do I have to be part of a local HDI chapter? There isn't one in my area.
If there isn't a local HDI chapter in area, select "Virtual Chapter" when prompted.
When are the awards presented?
The HDI Service Management awards are presented at SupportWorld Live.
What if I have any additional questions?
Email us at awards@thinkhdi.com.
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