Date Published June 7, 2023 - Last Updated February 20, 2024
At HDI, our mission is to provide tech support practitioners with the information, training, and shared knowledge needed to do their best work at every level. Last quarter, as part of that mission, we surveyed tech professionals across a wide variety of industries to find out how things have changed during the last few years of unprecedented turmoil.
HDI’s analysis illustrates current practices, processes, plans, and challenges related to staffing, professional development, and compensation, and highlights trends in support center management and technology practices.
In responding to our “The State of Tech Support 2023” survey, your peers have shared invaluable insight into everything from hiring plans and salaries to training and operational strategies. They told us about the metrics they use to keep customers and end users working and happy. They answered our questions about where existing technology is providing the tools leaders and strategic planners need to handle ever-growing volumes of work – and where more investment is needed.
This report gives technical support and service management leaders a better understanding of the workings and state of the industry, as reported by their peers. We share these results to provide support professionals with knowledge they need to make data-based decisions that improve support service delivery, increase retention of valuable staff, and help leaders and their support teams to advance in their careers.
This year’s survey responses, collected via a web-based survey in March and April 2023, captures the insights and perspectives of 365 service and service and support professionals working in 30 vertical industries. A little more than a quarter are at the director level or above, and just under 45% are managers or specialist managers (knowledge, workforce, etc.). Over half of respondents are affiliated with desktop support and/or service management, and about 10% report that they spend time working directly with departments outside of IT, including HR, Finance, and Facilities.
These insights will give you the information you need to assess where you and your team stand in relation to your peers and whether you’re measuring up to industry best practices. With over 90 pages of data and analysis, “The State of Technical Support 2023” is an invaluable resource as you plan for an uncertain future. And it's available to all HDI community members for free.
Topics covered included:
- Staffing, training, and compensation practices and plans
- How operations and outsourcing are evolving
- Critical metrics and how well service and support teams are meeting those targets
- Technology investments and implementations, including where leadership needs to address gaps
Community members can download a FREE copy of this report today on HDIConnect!
Tim McElgunn is the principal analyst for HDI and ICMI, producing and managing content and events for our community of technical support, service management, and contact center professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.