This certification verifies that support professionals in a team lead or supervisor role possess the fundamental leadership skills necessary to provide operational support to the organization and the coaching skills necessary to promote staff development. 


Support center team leads serve as the communication link between the team and themanager as well as the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.

Course Sneak Peek
Get an inside look at HDI’s Support Center Team Lead course, with lessons from the official workbook!
Download Now

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
Add to Cart

Online Course

<b>Price: </b>$849

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.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.


Virtual Classroom

<b>Price: </b>$1,699

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

Request Info

Private Group Training

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
Jul 15, 2024 - Jul 16, 2024
HDI, Virtual Classroom
HDI Support Center Team Lead Price: $1,899.00 More Info
Sold Out.
Join the wait list.
Sep 09, 2024 - Sep 10, 2024
HDI, Virtual Classroom
HDI Support Center Team Lead On or before Jul 15, 2024 :
Price: $1,799.00

After Jul 15, 2024 :
Price: $1,899.00
More Info Add to Cart
Oct 10, 2024 - Oct 11, 2024
HDI, Virtual Classroom
HDI Support Center Team Lead On or before Aug 15, 2024 :
Price: $1,799.00

After Aug 15, 2024 :
Price: $1,899.00
More Info Add to Cart
Dec 09, 2024 - Dec 10, 2024
HDI, Virtual Classroom
HDI Support Center Team Lead On or before Oct 14, 2024 :
Price: $1,799.00

After Oct 14, 2024 :
Price: $1,899.00
More Info Add to Cart

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 to discuss your needs.

Certification Exam

The certification exam is included with training purchased directly from HDI. The exam must be completed within 6 weeks of purchase.

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

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.

Exam Insurance

Add To Cart

Exam insurance now available.

Add to Cart

Practice Test

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
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.