Inc

Dr. Josh Nelson is a visionary leader and tech expert, renowned for his compelling speaking, dynamic coaching, and hands-on training. From his early days leading in the U.S. Marine Corps to being the Director of Technology Experience in Power Design role, he has consistently empowered those around him. With a doctorate in business administration and the best-selling book Leadership distilled to his name, he brings practical insights that drive meaningful, lasting change for individuals and organizations.

From Military IT Foundations to Global Technology Leadership

My IT career began in the U.S. Marine Corps, where I served as the Information Systems Chief for the second tank battalion for four years. That experience laid a strong foundation for my skills in technology and leadership. After leaving the military, I transitioned to the private sector, working with Nielsen as a Field Service Representative. However, I sought a better work-life balance, which led me to the public sector. I spent 11 years with Pasco County Schools, ultimately becoming the Manager of Technology Services. In 2019, I joined Power Design as an IT Support Manager, and two years later, I stepped into the role of Director of Technology Experience.

Today, I focus on ensuring that every interaction—whether it’s a customer or an employee—delivers a seamless, efficient experience. I oversee key initiatives like our innovation program, IT support, user experience surveys, software adoption, and enterprise service management. Additionally, I’m spearheading our international expansion into Costa Rica, broadening the impact of our technology solutions globally.

AI Adoption and the Growing Challenge of Shadow IT in Businesses

One of the biggest trends reshaping the industry is the rise of artificial intelligence (AI)which holds immense potential. Now, the real challenge lies in how businesses can harness it for meaningful impact. Many struggles with turning AI from a buzzword into a tangible advantage. Another issue is the growing ease of accessing technology. These days, anyone can sign up for a software trial and start using it without involving IT. This creates a shadow IT problem with unapproved tools popping up across the organization, making it tough to manage and support fragmented systems.

 ​These days, anyone can sign up for a software trial and start using it without involving IT. This creates a shadow IT problem with unapproved tools popping up across the organization, making it tough to manage and support fragmented systems. 

For IT departments, it’s no longer just about delivering technology; they need to show how IT adds business value. More importantly, they must ensure that employees see IT as a trusted partner rather than a roadblock, preventing people from going rogue with their tech solutions.

Proactive IT Solutions and User-Centric Innovation at Power Design

At Power Design, growth and innovation are our core values. We don't just react to challenges; we stay ahead of them. Take our IT help desk, for instance. Over 50 percent of the support tickets are initiated by us, not our users. By using advanced monitoring systems, we can spot and resolve potential issues before they ever affect the end user. This proactive approach minimizes downtime and maximizes efficiency.

We’ve also introduced an exclusive concept called white-glove self-service. Unlike many companies that use self-service simply to lighten the IT load, we prioritize the user experience. If self-service isn’t faster or more enjoyable for the user, we don’t push it. Instead, we offer it as an option, always ensuring that the solution is driven by the experience, not just by the IT team’s efficiency.

Aligning IT with Business Strategy for Lasting Value

If IT is your primary focus, it’s essential to remember that you're part of a larger business. The more you understand the company’s strategic goals and challenges, the better you can align your IT efforts to support them. By syncing IT objectives with the broader business vision, you’ll create value and prevent issues like shadow IT. Your ultimate goal is to be seen as a trusted partner, not just a service provider.

Shaping Future IT and Managed Services

The future is all about personalization. Customers today demand tailored experiences, and that’s going to shape the way we design processes and implement technology. Instead of locking users into rigid systems, we need to meet them where they are providing flexibility and convenient solutions that feel custom-made for their needs. The goal is to make it easy for people to follow the right processes and almost impossible for them to go off track. This shift toward personalization at scale is the key to driving success in IT and managed services. The future is about creating smarter, more intuitive systems that work for the individual, not the other way around.