How Can Service Desk Managers Evolve The Customer Experience?

Posted on Friday 10 December 2021.

If you’re a Service Desk Manager or you’re involved with enhancing the efficiency & motivation of your teams, how can you continue to do this during challenging times?


Managing an IT service desk can be very challenging and daunting at the best of times, and even more so when considering the everchanging landscape and impact of the recent pandemic. To efficiently manage and motivate a team throughout these challenging circumstances requires diligence, preparation and resilience. The good news is that help is at hand through SDI’s Service Desk Manager (SDM) Course, designed to help you and your service thrive.

We recently spoke to Andrew Jackson, Global Head of Service Desk at Fitch Ratings about his recent experience on our Service Desk Manager course. See the many benefits that he gained below:


What key skills did you gain from the SDM course?

I have expanded on my management skills – I have learnt new ways to effectively manage the team, from performing assessments to promoting the service desk. One of the key skills for me was how to motivate the team, especially during these times. The trainer gave some good real life examples on how we can keep the team going.


How would you best describe your experience with SDI Training?

Very positive – The people I have spoken at SDI were all very helpful, informative and honest about the course, SDI in general and how it would benefit our organization. I would recommend SDI to peers.


Why should managers choose this SDM course? 

Anyone who manages a Service Desk, or is looking to move into the management should take the course. Having been a manager for quite a few years there was still a lot to learn. It gives confidence to make a positive change and help the team to achieve.  It will give you the knowledge to find out how the service desk is performing in the business, inspire to make changes and building upon the foundations that have already been set, and confidence to develop, enhance and better the team as a whole!


The team at SDI are here to help you to continually adapt, evolve, and innovate. Explore our Service Desk Manager Training Course and even more of our essential training services – here to support our amazing global IT service and support community.

If you’d like to know more about how we support our community and how to utilise our training offering, then please get in touch with us via livechat, email to or telephone +44 (0) 1689 889 100.



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