Certification

Achieve Your Desktop Support Manager Certification

Upon completing our rigorous training program, participants will be well-prepared to earn their desktop support manager certification. This certification is a testament to your expertise and commitment to excellence in desktop support management. HDI's certification is recognized industry-wide and demonstrates that you have the skills to lead a successful support team.

Training

Our desktop support manager training is an in-depth course that covers many topics essential for effective management and leadership in desktop support. From handling advanced technical issues to managing teams and improving customer satisfaction, our course content is comprehensive and up-to-date with industry standards. Participants will learn:

  • Advanced troubleshooting techniques
  • Efficient team management strategies
  • Customer service excellence
  • Performance metrics and analysis
  • Strategic planning for support services

Desktop Support Manager Training Certification

At HDI, we offer top-notch desktop support manager training designed to equip IT professionals with the skills and knowledge they need to excel in their roles. Our training programs are tailored to address the real-world challenges faced by desktop support managers, ensuring participants gain practical, actionable insights.

What You Will Learn

  • Characteristics of an effective desktop support manager
  • How to create and deliver on service level agreements and operating level agreements
  • How to align desktop support services with business strategy, objectives, and processes
  • The importance of the relationships among IT service management processes
  • Tactics for screening, hiring, training, and leading high-performance teams
  • How to create an internal marketing culture to promote your desktop support services
  • The metrics and key performance indicators essential to desktop support performance reporting

Who Should Attend?

  • Experienced technical support professionals who must manage day-to-day functions of desktop support as well as master critical performance, and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification exam

Course Outline

Unit 1: Desktop Support

  • The Evolution of Support
  • Support Center Maturity
  • Successful Desktop Support

Unit 2: Strategy

  • Strategic Perspective
  • Business Alignment
  • SWOT

Unit 3: IT Financial Management

  • IT Financial Management
  • Cost, Value, and ROI

Unit 4: Technology and Service Support

  • Service Desk Infrastructure
  • Telephony Infrastructure
  • Desktop Support Delivery Methods
  • Service Management Systems
  • Selecting Service Desk Technology

Unit 5: Service Level Management

Unit 6: Metrics and Quality Assurance

  • Desktop Support Metrics
  • Data Sources
  • Baselining and Benchmarking
  • Performance Reporting
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Measuring Employee Satisfaction

Unit 7: Desktop Support Processes

  • Best Practices for Support
  • IT Service Management
  • The Service Desk
  • Service Operations
  • Service Design
  • Service Transition
  • Knowledge Management

Unit 8: Leadership

  • Your Responsibilities as a DSM
  • Your Role as a Leader
  • Manage Operations Effectively
  • Emotional Intelligence
  • Communication
  • Influence and Motivate
  • Integrity and Service Ethics
  • Growth

Unit 9: Workforce Management

  • Workforce Management
  • Staffing Models
  • Scheduling
  • Sourcing
  • Recruitment

Unit 10: Training and Retention

  • Fostering Relationships
  • Teamwork
  • Coaching
  • Peer Mentoring
  • Training
  • Rewards, Motivation, and Retention
  • Performance Management
  • Career Development Planning

Unit 11: Promoting Desktop Support

  • What is Marketing?
  • Creating Internal Marketing Culture
  • Marketing Opportunities
HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
ITIL Accredited Training Organization
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.