SDM: Service Desk ManagerLength: 4 Cost: $2,352 + GST Version: SDI®
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About this Course
The Service Desk Manager training course runs over four days and leads to the Service Desk Manager qualification. This is a highly interactive course which from the beginning involves students via discussions, exercises and presentations. The course reviews the student's understanding of the Service Desk/Support environment and their pivotal role within the organisation whilst promoting a greater understanding of the current market place and the responsibilities of the Service Desk Manager.
The course reviews current working practices, identifies ways to assess and improve their service offerings in line with best practices and the importance and benefits of having good processes and procedures in place. Additionally, students review the skills, attributes and knowledge required of staff in order to ensure that they can meet the demands of today's Service Desk environment.
Students learn ways to motivate staff, review methods of motivation, identify ways in which they can actively build better relationships with their customers and peers; including methods to develop the team and individuals within the team. Approaches to the recruitment and retention of staff are also reviewed.
Students complete the course having developed plans to improve and enhance the Service Desk function, their own skills and the skills of their team.
SDI's SDM exam and training materials are aimed at individuals who have one to three years of management experience in the support profession. Examples of professional job titles include:
Supervisor I, II, and III
Manager I, II, and III
Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized Service Desks. They will have a desire to be recognised for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.
At Course Completion
Qualified Service Desk Managers attain a globally recognised qualification which adheres to international standards. The course provides a greater understanding of the crucial role of the Service Desk Manager and how to run an effective support operation, ensuring that the manager works to consistent standards recognised by the industry. The course reviews the six key concepts covered in the standards;The Strategic Role of the Service Desk, Management Competencies, Business Integration, Operational Management, Tools and Technologies, Human Resource and Team Development, on which are based the skills, competencies and knowledge that a Service Desk Manager requires in order to effectively deliver professional and effective support.
The course is based upon the standards and objectives for SDI's Service Desk Manager qualification and ensures that students are provided with the knowledge, information and tools to take the SDM exam.
There are three key distinctions in regards to responsbility and ownership which we would like to clarify for delegates. As the training institution, ACE is responsible for delivering the training material and facilitating the exam. APMG is reponsible for the examination as APMG-International is a leading Examination Institute. The overall ownership of the material belongs to SDI.
The SDI's SDM examination candidate terms and conditions can be found at http://www.apmg-international.com/en/legal-policies/terms-conditions.aspx .
Defining Strategic Requirements
Essential Management Skills
People and Motivation
Recruitment, Retention and Development
Tools and Technologies