PRE-2: HDI SUPPORT CENTER MANAGER

A support center's strategy drives everything it does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Learn how to satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

What You Will Learn

  • The characteristics of an effective support center manager
  • How to create service level agreements (SLAs), operational level agreements (OLAs), and standard operating procedures (SOPs) to support the service catalog
  • Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
  • The relationships between IT service management processes
  • The difference between and the importance of strategic, tactical, and operational planning
  • The benefits and challenges of self-service technologies
  • Processes for building and managing effective security policies
  • Staffing models
  • The value of outsourcing
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators (KPIs) essential to performance reporting

Who Should Attend

Experienced technical support professionals who manage the day-to-day functions of a support operation, as well as those seeking to master critical performance and customer service strategies.

Course Outline

Unit 1: The Support Center

  • The Evolution of Support
  • Support Center Maturity
  • Successful Support Centers

Unit 2: Strategy

  • Strategic Perspective
  • Business Alignment
  • SWOT

Unit 3: IT Financial Management

  • IT Financial Management
  • Cost, Value, and ROI

Unit 4: Technology and Service Support

  • Service Center Infrastructure
  • Telephony Infrastructure
  • Support Delivery Methods
  • Service Management Systems
  • Selecting Service Desk Technology

Unit 5: Service Level Management

  • Service Level Management

Unit 6: Metrics and Quality Assurance

  • Support Metrics
  • Data Sources
  • Baselining and Benchmarking
  • Performance Reporting
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Measuring Employee Satisfaction

Unit 7: Support Center Processes

  • Best Practices for Support
  • IT Service Management
  • The Service Desk
  • Service Operations
  • Service Design
  • Service Transition
  • Knowledge Management

Unit 8: Leadership

  • SCM Responsibilities
  • Your Role as Leader
  • Manage Operations Effectively
  • Emotional Intelligence
  • Communication
  • Influence & Motivate
  • Integrity & Service Ethics
  • Growth

Unit 9: Workforce Management

  • Workforce Management
  • Staffing Models
  • Scheduling
  • Sourcing
  • Recruitment

Unit 10: Training and Retention

  • Fostering Relationships
  • Teamwork
  • Coaching
  • Peer Mentoring
  • Training
  • Rewards, Motivation, Retention
  • Performance Management
  • Career Development Planning

Unit 11: Marketing

  • What is Marketing?
  • Creating Internal Marketing Culture
  • Marketing Opportunities

Three-Day Course Includes

Instruction, online certification exam, breakfast, lunch, and breaks

Presented by Virginia Scuderi

Virginia’s experience encompasses nearly 20 years in computer and soft skills training, curriculum development, and computer software support. Her diverse background includes: compatibility testing, troubleshooting, and hardware and software support. Since 1993, Virginia has been associated with HDI as a primary staff instructor and consultant. During this time she has served as director of certification and curriculum development facilitating the launch of HDI’s Certification program (HDA, HDSA, HDM).