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Building a Happy Service Desk

De Vere Grand Connaught Rooms, 61-65 Great Queen St, London WC2B 5DA

02nd July 2025 (1Day)
9:00 AM - 4:35 PM BST

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£75 each (exc. VAT) Price
Free for premium members

Lead with Joy, Serve with Excellence: Building Happier Service Desks for Better Service!

Join us in person for an upbeat, interactive event dedicated to transforming the service desk experience! This event will focus on strategies to create a positive, people-first support environment where service desk teams feel empowered, valued, and ready to tackle challenges with a smile. From engaging keynotes by industry leaders to networking with your peers, you’ll gain practical insights into boosting team morale, improving workflows, and reducing burnout—while creating happier, more engaged teams.

🫖🍴 🌯  Refreshments and Lunch provided.

 

Perfect for service desk managers, IT support leads, and anyone passionate about building an energising support culture, this event offers fresh ideas, inspiring real-world success stories, and plenty of networking opportunities. Walk away with actionable tips and tools to make your service desk a place people love to work, improving both employee well-being and customer satisfaction. Let’s re-imagine the service desk together!

📽️ Inspire: Industry leaders share their secrets to creating happier, high-performing service desks.
🎉 Delight: Cut down on stress, improve workflows, and empower your team
🤝 Surprise: Meet others who share your passion for happy, efficient service teams!

 

Agenda

2nd July 2025

09:00-09:45

Arrive & register

Tea, coffee, networking and expo

09:45-09:55

Welcome address

Welcome to today’s event with SDI’s host David Wright.

09:55-10:20

Opening keynote: Dr Natalie V. Bailey, TEDx Speaker, Founder & CEO of Well Minds Together

Intentional Leadership: How Small Shifts Create Big Impact in Workplace Well-being

A thriving service desk isn’t just about efficiency—it’s about people. When leaders embrace small, intentional actions, they create a culture where teams feel valued, engaged, and motivated to serve at their best. In this high-energy opening keynote, Chartered Psychologist and TEDx Speaker Dr. Natalie V. Bailey, drawing from her TEDx talk on intentional habits, will show how simple leadership habits can reduce burnout, boost morale, and transform the service desk experience—because when teams thrive, customers feel the difference.
Attendees will learn:
✔ How small leadership habits lead to happier, high-performing teams
✔ Practical strategies to build well-being and prevent burnout
✔ How to lead with joy while maintaining excellence in service
With real-world stories, interactive moments, and fresh leadership insights, Dr. Bailey will set the stage for an event that’s all about transformation. Because when leaders are intentional, workplaces change. And when workplaces change, people—and the service they provide—can truly thrive.
10:20-10:45

Craig Lawrenson, IT Service Desk Manager, BDO UK LLP

Session to be confirmed

10:45-11:05

HappySignals session to be confirmed

HappySignals speaker to be confirmed

11:05-11:35

Tea, coffee, networking & expo

Tea, coffee, networking & expo

11:35-12:00

Freshworks session to be confirmed

Freshworks speaker to be confirmed

12:00-13:00

Roundtable session

Small group discussions on aspects of happy service desks

13:00-14:00

Lunch, networking & expo

Lunch, networking & expo

14:00-14:25

Sarah-Jayne Bulley, Service Delivery Manager

From Burnout to Brilliance: Reigniting the Spark in Your Service Desk

Ready to transform your service desk from a pressure cooker into a powerhouse of positivity and performance? In this upbeat, story-rich session, we’ll explore how to flip the script on stress, disengagement, and outdated support models. Through a blend of real-world examples, proven people-first strategies, and a few unexpected twists, you’ll discover how to:
✨ Reignite team morale and prevent burnout before it begins
✨ Shift from firefighting to future-facing support with smarter workflows
✨ Create a culture where your team feels seen, supported, and celebrated
✨ Empower every analyst to bring their best self to work—with a smile
14:25-14:50

Paul Whitwell, Director, Global ITSM Solutions

The Power of Positivity – Strategies for a happier team!

The focus of this discussion will be on practical strategies and actionable steps that leaders can implement to foster happiness within their teams. Rather than abstract theories, the emphasis will be on real-world approaches that can be applied immediately to build stronger, more engaged teams.

Key elements include the power of positive communication, the importance of recognizing and celebrating achievements, and promoting a healthy work-life balance. Creating a supportive and inclusive team culture is essential to maintaining morale and driving long-term success. I’ll also share my personal experience in transforming underperforming teams into high-performing, winning teams—breaking down the specific strategies I’ve used to shift mindsets, build trust, and cultivate a shared sense of purpose.

14:50-15:10

Sunrise Software session to be confirmed

Sunrise Software speaker to be confirmed

15:10-15:40

Tea, coffee, networking & expo

Tea, coffee, networking & expo

15:40-16:05

Roman Zhuravlev, Senior Architect ITIL, PeopleCert

Guiding a happy service desk

Most service management professionals know the seven ITIL guiding principles: 

  • Focus on value
  • Collaborate and promote visibility
  • Start where you are
  • Think and work holistically
  • Progress iteratively with feedback
  • Keep it simple and practical
  • Optimise and automate.

However, not everyone knows how these principles help to make service desk team happy and how a happy service desk team contributes to happier users, customers, and colleagues.

In his presentation, Roman will show how they do, and share some hints and secrets from ITIL and from his personal experience as a service desk agent and manager.

16:05-16:30

Catherine Mason, IT Customer Service Team Leader, Anglia Ruskin University

Session to be confirmed

16:30-16:35

Closing address

Closing address with SDI’s David Wright

Speakers

Short Bio

David is an award-winning leader, auditor and consultant with 20 years of BPO and ITO service experience ranging from first line to service management to...

Read More

David Wright, Chief Value & Innovation Officer, SDI

Keynote Speaker: Dr. Natalie V. Bailey, TEDx Speaker, Founder & CEO, Well Minds Together

Paul Whitwell, Director, Global ITSM Solutions

Craig Lawrenson, IT Service Desk Manager, BDO UK LLP

Sarah-Jayne Bulley, Service Delivery Manager

Roman Zhuravlev Senior Architect, ITIL

Location

De Vere Grand Connaught Rooms

Address

De Vere Grand Connaught Rooms,
61-65 Great Queen St, London WC2B 5DA,
WC2B 5DA

Telephone

0207 405 7811

Website

https://www.devere.co.uk/grand-connaught-rooms/

De Vere Grand Connaught Rooms, 61-65 Great Queen St, London WC2B 5DA
02nd July 2025 (1 Day)
9:00 AM - 4:35 PM BST
Price: £75
each (exc. VAT)

£75 each (exc. VAT)

£75 (exc. VAT)
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