Leverage people, processes, and technology to meet service demands The support centre manager is responsible for executing the operational and tactical plans of the support organisation while satisfying customer and business needs.
HDI Support Centre Manager training explores how the support centre’s strategy drives everything the support centre does: service delivery, infrastructure implementation, operational processes, workforce management, and support centre marketing. Designed for both new and experienced support centre managers, this course helps support centre managers satisfy operational demands and build a support centre that aligns with the organization, adds value to the business, and delivers on its commitments.
What You Will Learn
| • | Characteristics of an effective support centrer manager | | • | How to create Service Level Agreements (SLAs), Operating Level | | • | Agreements (OLAs), and Standard Operating Procedures (SOPs) in support of a service catalogue | | • | Steps to cost-benefit analysis, total cost of ownership, and calculating Return on Investment (ROI) | | • | The relationships between IT service management processes | | • | The difference between and the importance of strategic, tactical, and operational planning | | • | Benefits and challenges of self-service technologies | | • | Processes for building and managing effective security policies | | • | Staffing models | | • | The value of outsourcing | | • | Tactics for screening, hiring, training, and managing high performance teams | | • | The metrics, key performance indicators (KPIs), and KPIs essential to your performance reporting |
Who should attend? — Experienced technical support professionals who must manage all day-to-day functions as well as master critical performance, and customer service strategies
— Individuals who are preparing for the HDI Support Centre Manager certification
Certification The certification exam is included with the purchase of this course. Instructions for scheduling the exam are provided upon course completion. |
| “I highly recommend this course for any IT support manager. The course topics were relevant to my job and the instructor related real-life examples clearly.”
Antonio Bradley, ECS Federal “This course gave me new ideas to bring back to my help desk. The instructor was very knowledgeable and presented the course well.”
Rachel Bolin, United States Marine Corps
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