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Service Desk Manager


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Course Details

Service Desk Manager

Duration: 5 Days

Course Description:

Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills.

Course Objectives:

Following the completion of the course delegates will be able to:

• A thorough grounding in the skills required to lead, motivate and manage a service desk team.

• The complete service desk management tool kit covering strategy, leadership, employee, development, relationship building, service improvement, ITSM process, performance measurement, finance and tools and technologies

• An internationally recognized SDM qualification from APMG international

Target Audience:

• This interactive five-day SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation.

• Suitable for those with at least three years experience in a service desk environment.

Course Outline:

Module 1: Defining Strategic Requirements

• Plan for the strategic development of the service desk to support an organization’s overall business goals

Module 2: Developing a Strategic Role

• Define the strategies and techniques for a successful support operation that is integrated with the organization’s overall business goals.

Module 3: Essential Management Skills 

• Examine key commercial management skills including integrating IT services, financial management, managing behaviors and communication.

Module 4: Integrating the service desk

• Identify the need for relationship and network building.

Module 5: Promoting the Service Desk

• Understand the promotional tool-kit available to the service desk

Module 6: Quality Assurance Activities

• Review QA programs and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery methods, service delivery models

Module 7: Effective Management of tools and Technologies

• Review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels, self-service and self-healing

Module 8: Staff Recruitment, Retention and Development

• Examine effective recruitment programs, staff development, effective relationships with teams and individuals, behavior and performance.

Module 9: Professional development

• Recognize the importance of on-going development for yourself and your team and explore coaching, mentoring and stress management

Module 10: Leadership and Management

• Discover how to be an effective leader and manager, improve your professional development and hone your teamwork, coaching, mentoring and stress management skills

Module 11: IT Service Management

• Examine service desk responsibilities in key ITIL processes