HDI’s Rising Stars program celebrates emerging leaders who are making a significant impact in the IT service and support industry. Among this year’s nominees, Justin Kennedy exemplifies the qualities of a rising star: dedication, innovation, and a commitment to driving meaningful change.
Justin serves as a Support Agent II at Wajax Limited, where he has spent nearly six years honing his technical expertise and building a reputation as a dependable and forward-thinking professional. His ability to balance technical problem-solving with collaboration and leadership has made him an invaluable asset to his organization.
Driving Change Through Dedication and Collaboration
What sets Justin apart is his unwavering commitment to improving systems and processes that impact users across the organization. Colleagues describe him as reliable, adaptable, and solutions oriented. He takes the time to fully understand challenges, working closely with stakeholders to implement practical, effective solutions.
Justin’s work ethic and persistence have earned him growing trust and responsibility within Wajax. Whether quietly driving projects forward behind the scenes or stepping up to support his teammates, he consistently adds value and inspires confidence in those around him.
Leading a Seamless Transition to Microsoft Teams VoIP
Justin’s standout achievement came during a large-scale project to transition over 100 branches from Cisco Jabber to Microsoft Teams VoIP, impacting more than 1,000 users across the organization. As part of the unified communications team, Justin played a pivotal role in ensuring the success of this 18-month initiative.
He worked closely with regional managers, technical support teams, and telecom vendors to gather local requirements, assess legacy workflows, and design tailored call flows and queues for each branch. Justin also contributed to configuring Teams policies, voice routing, and queue logic through the Microsoft Teams Admin Center.
Thanks to his strong communication, adaptability, and consistent follow-through, the project was completed with minimal disruption, resulting in a more cohesive, cloud-based voice platform with improved reliability and centralized management capabilities.
Growing as a Leader and Innovator
Justin’s career trajectory reflects his steady growth and increasing impact. Starting with frontline technical support tasks like troubleshooting and IT equipment management, he has expanded his role to include workflow development, system analysis, and leading cross-team initiatives.
By moving from reactive support to proactive project involvement, Justin has demonstrated his ability to adapt, learn quickly, and take ownership of complex challenges. His leadership in discovery meetings, system design, and implementation showcases his readiness to contribute strategically to Wajax’s IT infrastructure.
Recognition and Achievements
Justin’s contributions have not gone unnoticed. He has been recognized multiple times as Support Agent of the Month through an internal program run by Wajax’s IT department. Additionally, his early potential was evident when he received the Hewlett-Packard Scholarship during his second year in college.
These accolades highlight Justin’s consistent excellence and his ability to deliver results while building a reputation as a rising leader in the industry.
Why Justin is a Rising Star
Justin Kennedy’s story is a testament to the power of dedication, adaptability, and quiet leadership. His ability to balance technical expertise with collaboration and innovation has made him a standout in this year’s HDI Rising Stars class of Momentum Makers.
Justin is shaping the future of IT service and support at Wajax Limited, and his journey so far is just the beginning. With his growing leadership capabilities and commitment to driving positive change, Justin’s star is undoubtedly on the rise.
Celebrate the Momentum Makers at Service Management World
Justin and the other Rising Stars nominees will be recognized as HDI Rising Stars Momentum Makers at Service Management World, November 16–20 in Orlando. This event is a chance to celebrate emerging leaders, connect with peers, and be inspired by the future of the industry.
Join us in Orlando and save while you’re at it! Use the code JOINUS to get $400 off your registration.