Unlocking Success with a Service Desk Manager
In the fast-paced world of IT and customer support, the role of a Service Desk Manager is like the captain of a ship, steering the team towards success. Imagine the impact of having the right person to lead, motivate, and manage your service desk team. That’s exactly what the SDI© Service Desk Manager course is all about.
Elevate Your Career
Are you an existing or aspiring service desk manager or supervisor with at least three years of experience in the field? This course is your golden ticket to unlock new opportunities. With a comprehensive curriculum covering everything from strategic planning and essential management skills to the latest in IT service management, you’ll graduate with an internationally recognized qualification from APMG International®.
What You'll Learn
Our interactive five-day program is not just about theory; it’s about practical, real-world application. You’ll delve into defining strategic requirements, developing a strategic role, mastering essential management skills, and promoting your service desk effectively. But that’s not all. You’ll also gain expertise in quality assurance activities, the effective management of tools and technologies, staff recruitment, retention, and development, professional development, leadership, and the crucial role of the service desk in key ITIL® processes.
Ready to steer your career towards success as a service desk manager? Enroll in the SDI© Service Desk Manager course and take the helm of your future today!
Course Details
Course Code: SDM; Course Duration: 4 Days; Instructor-led
Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills.
This course provides a thorough understanding of, and qualification in, the twelve core areas of service desk management.
Exam is included
Audience
This SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management skills. Suitable for those with at least three years’ experience in a service desk environment.
Prerequisites
SDI® Service Desk Analyst and one to three years of service desk management experience.
Methodology
This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.
Course Objectives
This interactive five-day SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation.
Suitable for those with at least three years experience in a service desk environment.
Following the completion of the course, delegates will have:
- A thorough grounding in the skills required to lead, motivate and manage a service desk team.
- The complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
- An internationally recognised SDM qualification from APMG international®.
Outlines
Module 1: Defining Strategic Requirements
Plan for the strategic development of the service desk to support an organisation’s overall business goals.
Module 2: Developing a Strategic Role
Define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.
Module 3: Essential Management Skills
Examine key commercial management skills including integrating IT service, financial management, managing behaviours and communication
Module 4: Integration the Service Desk
Identify the need for relationship and network building.
Module 5: Promoting the Service Desk
Understanding the promotional tool-kit available to the service desk.
Module 6: Quality Assurance Activities
Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models.
Module 7: Effective Management of Tools and Technologies
Review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels, self-service and self-healing.
Module 8: Staff Recruitment, Retention and Development
Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.
Module 9: Professional Development
Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.
Module 10: Leadership and Management
Discover how to be an effective leader and manager, improve your professional development, and hone your teamwork, coaching, mentoring and stress management skills.
Module 11: IT Service Management
Examine service desk responsibilities in key ITIL® processes.
