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HDI - ITSM Consulting Company

HDI Support Center Team Lead (HDI-SCTL)

Certification

Upon completing our comprehensive training program, your team members will have the opportunity to earn their HDI Support Center Team Lead (HDI-SCTL) certification. This certification verifies that support professionals in a team lead or supervisor role possess the essential leadership skills needed to provide operational support and ensure team success.

It emphasizes expertise in coaching for staff development, managing day-to-day operations, fostering collaboration, and aligning team performance with organizational goals. This certification demonstrates their ability to inspire and guide their teams toward delivering exceptional service and achieving operational excellence.

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Training

Step Into Leadership: Become an Exceptional Support Center Team Lead

Are you ready to take the next step in your support center career? Our specialized training course is designed to empower aspiring and current support center team leads with the skills, knowledge, and confidence to lead their teams to success.

Why is the Role of a Support Center Team Lead So Important?

As a support center team lead, you are the backbone of your team’s success. You are more than just a leader—you are the champion of the support center, setting the standard for excellence and inspiring your team to deliver outstanding service. Your role is multifaceted, requiring you to:

  • Be a Role Model: Lead by example and set the tone for professionalism, collaboration, and customer-centric service.
  • Act as a Communication Bridge: Serve as the vital link between your team and management, ensuring clear and effective communication flows in both directions.
  • Handle Escalations: Be the first point of internal escalation for customer issues, resolving challenges with confidence and expertise.
  • Drive Team Success: Help your team maintain service levels, exceed customer expectations, and achieve operational excellence.

You were chosen for this role because of your unique leadership qualities. Whether it’s your strong technical aptitude or your natural ability to support and guide your peers, you have what it takes to lead. Now, it’s time to refine those skills and unlock your full potential.

Course Sneak Peek

Get an inside look at the HDI Support Center Team Lead course!

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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 like quality assurance monitoring, coaching, and escalation
  • Individuals who are preparing for the HDI Support Center Team Lead certification exam

Course Outline

Unit 1: Support Center Overview

  • Evolution of Service & Support
  • Successful Service & Support

Unit 2: Role of the Support Center Team Lead

  • Role of the Team Lead
  • Effective Leadership
  • Emotional Intelligence
  • Managing Relationships

Unit 3: Business Planning and Strategy

  • Strategic Perspective
  • Building a Strategy
  • Service Level Management
  • SOPs
  • Alignment

Unit 4: Support Center Processes

  • Best Practices for Support
  • Service Operations
  • Additional Processes
  • Knowledge Management

Unit 5: Service Delivery Methods & Technology

  • Systems Thinking Approach
  • Support Tools & Tech
  • Service Delivery Methods
  • Social Media

Unit 6: Workforce Management and Training

  • Workforce Management
  • Sourcing and Recruitment
  • Training

Unit 7: Communication and Coaching

  • Communication Skills
  • Cross-Cultural Communication
  • Managing Conflict
  • Coaching

Unit 8: Teamwork

  • Motivation, Rewards, Recognition
  • Performance Management
  • Retention

Unit 9: Metrics and Quality Assurance

  • Metrics
  • Quality Assurance
  • Using Surveys
  • Performance Reporting
  • Promoting the Support Center

Course FAQ's

Online Course

Add to Cart Price: $949

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 10-12 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Exam retakes are available for a $99 fee. Contact the HDI Customer Care Center at 800.248.5667.

Learn more about the self-paced learning option.

View the Online Course FAQs.

Virtual Classroom

Calendar Price: $1,899

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours a day for two days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

Private Group Training

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.
On Demand
HDI Support Center Team Lead Price: $949.00 More Info Add to Cart
Sep 17, 2026 - Sep 18, 2026
HDI, Virtual Classroom 		HDI Support Center Team Lead Price: $1,899.00 More Info Add to Cart
Only 7 seats left
Oct 13, 2026 - Oct 14, 2026
HDI, Virtual Classroom 		HDI Support Center Team Lead Price: $1,899.00 More Info Add to Cart
Nov 17, 2026 - Nov 18, 2026
HDI, Virtual Classroom 		HDI Support Center Team Lead On or before Sep 22, 2026 :
Price: $1,799.00

After Sep 22, 2026 :
Price: $1,899.00 		More Info Add to Cart
Dec 08, 2026 - Dec 09, 2026
HDI, Virtual Classroom 		HDI Support Center Team Lead On or before Oct 13, 2026 :
Price: $1,799.00

After Oct 13, 2026 :
Price: $1,899.00 		More Info Add to Cart
Jan 21, 2027 - Jan 22, 2027
HDI, Virtual Classroom 		HDI Support Center Team Lead Price: $1,899.00 More Info Add to Cart
Mar 02, 2027 - Mar 03, 2027
HDI, Virtual Classroom 		HDI Support Center Team Lead Price: $1,899.00 More Info Add to Cart
May 04, 2027 - May 05, 2027
HDI, Virtual Classroom 		HDI Support Center Team Lead Price: $1,899.00 More Info Add to Cart
Jun 30, 2027 - Jul 01, 2027
HDI, Virtual Classroom 		HDI Support Center Team Lead Price: $1,899.00 More Info Add to Cart
 

Certification Exam

The certification exam is included with training purchased directly from HDI. All learners are provided a 12-week window in which to take the exam.

The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Platform.

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   certification exam. This information is provided to help you focus as you prepare for the exam.

Category Weighting %
Leadership 30 %
Policy and Strategy 10 %
People Management 30 %
Resources 10 %
Process and Procedures 15 %
Performance Results 5 %

Exam Extensions

Add To Cart

A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

Add To Cart

Exam retakes can be purchased for a fee of $99.

Practice Test

Add to Cart

Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes
  • You may take multiple tests
  • Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.

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
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