Service Desk Manager

Who should attend?

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.

What is it about?

Being an effective Service Desk Manager requires a broad range of talents, from people-oriented 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.

What will I get out of it?

• 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, identify and develop the core competencies of an SDM
• Create an effective team - learn how to assess the service model and structure for your team, quantify success and weakness, and keep it on track
• Managing the team - key areas of effective leadership and direction
• Processes - review existing processes against best practice. Develop strategies for continuous improvement and value definition
• Taking the Service Desk forward - focus on capacity and volume planning, staff workload and finance
• Development plans - how to create and implement them
• Raising your contribution to the business - develop your own Service Improvement Programme and learn how to implement it
• IT Service Management - understand the processes and how your Service Desk interacts with them
• Operational management - recognise the importance of effective OM
• OM Tools and technologies - commonly used technologies and how to manage their use effectively to deliver value
• Financial awareness - financial acumen for today's business environment

Note: All SDI qualification courses include a complementary voucher for the relevant SDI examination.