HDI Unveils New Certification Level, the HDI Support Center Team Lead

The HDI SCTL Certification focuses on beginning management skills, leading-edge support center operations and knowledge management.

Colorado Springs, Colo. – November 7, 2005 – HDI, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, today unveiled a new certification level, the Support Center Team Lead.

The HDI SCTL Certification focuses on beginning management skills, leading-edge support center operations and knowledge management. The accompanying two-day course will prepare team leads to strive for excellence in their challenging role and prepare for their HDI Certification examination.

The new program ensures that the HDI-certified Support Center Team Lead will understand and perform:
  • Leading edge operational processes to streamline workflow
  • How knowledge management can increase customer satisfaction
  • How to gain confidence when dealing with others
  • Interpreting and using key performance indicators
  • Mentoring team members using an eight-step coaching method
  • Managing discord and improving teamwork
  • Problem solving and project management skills "We recognized the need for a certification level for support professionals who have some experience and are at a career stage just between the analyst and the manager level," stated Amy Dotson, HDI's manager of training and certification. "The HDI Support Center Team Lead (SCTL) Certification was designed for those who are leading a team, but are still on the front lines of IT support. This certification focuses on important skill sets such as leadership, business processes and the technology aptitude needed for efficient day-to-day IT support operations."

    HDI offers the world's most prestigious certification for service and support professionals. The certifications are based on internationally-recognized open standards developed by global committees of practitioners and industry experts. HDI currently certifies at three levels: HDI Customer Support Specialist (HDI CSS), HDI Help Desk Analyst (HDA) and HDI Help Desk Manager (HDI HDM). In addition, HDI offers a Support Center Leadership Program for senior level managers and directors. The new HDI Team Lead certification is the ideal complement for senior analysts on a management career path.

    HDI's new Support Center Team Lead preparatory course and accompanying certification exam will debut at the HDI Annual Conference & Expo in March 19-22, 2006 in Nashville, Tenn. For more information, visit: http://www.thinkhdi.com/HDI2006/session.aspx?SessionID=625.

    About HDI
    HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification and training, HDI produces the world's largest and highest-rated event for service and support professionals, the HDI Annual Conference and Expo, and the IT Infrastructure & Management Conference. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information-sharing within the association network. HDI has more than 7,500 members worldwide including many of the Fortune 500, and 60 local chapters in North America. For more information, visit http://www.thinkhdi.com.

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