Help Desk Institute (HDI): Service Desk Manager (SDM)

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Course Overview

Being an effective Service Desk Manager requires a broad range of talents, from peopleoriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk management.

Audience

The course is designed for both new and experienced Service Desk managers, team leaders and supervisors. Between 3 and 5 years experience of the Service Desk environment is ideal.

Skills Gained

• A thorough grounding in the skills required to lead, motivate and manage a Service Desk team
• The complete Service Desk management tool kit
• An internationally recognised SDM qualification

Course Overview

• The role of the Service Desk Manager - understand the SDM's position, responsibility and authority, within the organisation, identify and develop core competencies
• Create an effective team - learn how to assess the structure your team, quantify success and weakness, and keep it on track
• Managing the team - six key areas of effective leadership
• Processes - review existing processes against best practice
• Taking the Service Desk forward - focus on capacity and volume planning, staff workload and finance
• Raising your contribution to the business - develop your own Service Improvement Programme and learn how to implement it
• Development plans - how to create and implement them
• IT Service Management - understand the processes and how your Service Desk interacts with them
• Tools and technologies - commonly used technologies and how to manage their use effectively
• Operational management - recognise the importance of effective OM
• Financial awareness - financial acumen for today's business environment
• Examination - preparation and revision for passing the exam on the final afternoon (Fast Track only)

Help Desk Institute (HDI): Service Desk Manager (SDM) / HDI-SDM