Service Desk Manager

This course consists of eleven modules:

• Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals.
• Developing a strategic role – define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.
• Essential management skills – examine key commercial management skills including integrating IT services, business cases, financial management, strategic responsibilities, defining processes and procedures, gap analysis, project management, behaviours and communication.
• Integrating the service desk – identify the need for relationship and network building, contribute to IT and business objectives, continual improvement and assessing the best sourcing option.
• Promoting the service desk – plan the promotional objectives, strategies and tactics for the service desk.
• Quality assurance activities – review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models and resource management.
• 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.
• Staff recruitment, retention and development – examine effective recruitment programmes, core skills, staff development, effective relationships with teams and individuals.
• Motivation – establish reward and recognition strategies, employee and customer satisfaction programmes, performance management, staff motivation, work environment.
• Leadership and management – discover how to be an effective leader and manager, improve your professional development, and hone teamwork, coaching, mentoring and stress management skills

This interactive four-day 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.

This course is suitable for those with at least three years experience in a service desk environment.

At the end of this course, delegates will gain:

• A thorough grounding in the skills required to lead, motivate and manage a service desk team.
• The complete service desk management toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
• An internationally recognised SDM qualification from Peoplecert.
• A new network of colleagues in similar roles from other organisations

This course is delivered by experienced trainer who combines service desk knowledge and real-world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks.

“I thoroughly enjoyed the experience and found the course very informative. As well as learning the standards, it gave me more confidence in my role. It was great to meet other people from different areas and discuss different ideas and opinions. I feel that I am more in tune with what my analysts do and how they do it, helping us work together.“

– Cindy Sikkema-Bridger, Customer Service Co-ordinator, Brett Group