Will Ross is the Assistant Group Supervisor for the Johns Hopkins University Applied Physics Laboratory (APL). Will has over 20 years of extensive hands on IT experience leading dynamic, high-performing customer support teams. In his current role, Will leads a support team of 70 staff which includes 5 managers supporting over 7,000+ internal customers. In his previous roles, Will has held positions as the Regional Director of IT & Help Desk and Field Services manager. He is very proud to have helped contribute to APL being recognized as one of Computer World Top 100 places to work in IT for 2018, 2019 and 2020. During the 2020 virtually Support World event, Will virtually presented “Dealing with burnout before you are left with ashes.” Which was a follow-up to his presentation titled “Being the Boss you want to work for!” given during the 2018 HDI conference in Vegas as well as to his local HDI Chapter.