HDI Support Center Team Lead (HDI-SCTL)

What You Will Learn

• Essential team lead management and leadership skills
• The importance of service level agreements and operational level agreements
• The ITIL processes of incident, problem, change, release, asset, and configuration management
• An overview of security management and knowledge management
• Strategies for managing conflict
• The essentials of people management: hiring, scheduling, evaluating, and retaining employees
• An eight-step method for effective coaching
• Proven team building and motivational techniques
• Essential performance metrics and key performance indicators

Who Should Attend?

• Technical support professionals who must understand support center processes and best practices and master important daily functions such as quality assurance monitoring, coaching, and escalation management
• Individuals who are preparing for the HDI Support Center Team Lead certification

Course Outline

Unit 1: Support Center Overview The Evolution of the Support Center The Role of the Support Center The Role of the Team Lead Management Functions Managing Relationships Unit 2: Business Planning and Strategy Strategy of a Support Center Service Level Agreements Standard Operating Procedures Business Alignment Unit 3: Support Center Processes IT Service Management ITIL Service Support Security Management Knowledge Management Unit 4: Service Delivery Methods and Technology Service Delivery Methods Telephony Systems Service Management Systems

Unit 5: Recruitment and Training People Management Recruitment Sourcing Training Unit 6: Communication and Coaching Communication Skills Cultural Sensitivity Emotional Intelligence Managing Conflict Coaching Unit 7: Teamwork and Retention Teamwork Motivation Performance Management Retention Unit 8: Quality Assurance and Marketing Quality Assurance Performance Reporting Marketing the Support Center

Classroom Training Schedule

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your account manager or find an HDI Partner to discuss your needs.

The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the HDI Support Center Team Lead Certification Standard and is delivered online through the HDI Learning Center.

Price: $145

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the HDI-SCTL certification exam. This information is provided to help you focus as you prepare for the exam.