Pre-5: HDI Support Center Team Lead
Start |
Dates |
Duration |
Certification Exam Included |
Price |
HDI Member Price |
Monday |
4/23-24 |
2 days |
Yes |
$1,595 |
$1,495 |
The support center team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer.
HDI’s Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of a team’s day-to-day operational activities. This course is designed for support professionals who need to develop fundamental management and leadership skills.
What You Will Learn
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Essential team lead management and leadership skills
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The importance of service level agreements and operational level agreements
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The ITIL processes of incident, problem, change, release, asset, and configuration management
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An overview of security management and knowledge management
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Strategies for managing conflict
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The essentials of people management: hiring, scheduling, evaluating, and retaining employees
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An eight-step method for effective coaching
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Proven team-building and motivational techniques
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Essential performance metrics and key performance indicators
Who Should Attend
Technical support professionals who must understand support center processes and best practices and master important daily functions, such as quality assurance monitoring, coaching, and escalation management.
Course Outline
Unit 1: Support Center Overview
The Evolution of the Support Center
The Role of the Support Center
The Role of the Team Lead
Management Functions
Managing Relationships
Unit 2: Business Planning and Strategy
Strategy of a Support Center
Service Level Agreements
Standard Operating Procedures
Business Alignment
Unit 3: Support Center Processes
IT Service Management
ITIL Service Support
Security Management
Knowledge Management
Unit 4: Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems |
Unit 5: Recruitment and Training
People Management
Recruitment
Sourcing
Training
Unit 6: Communication and Coaching
Communication Skills
Cultural Sensitivity
Emotional Intelligence
Managing Conflict
Coaching
Unit 7: Teamwork and Retention
Teamwork
Motivation
Performance Management
Retention
Unit 8: Quality Assurance and Marketing
Quality Assurance
Performance Reporting
Marketing the Support Center |
Two-Day Course Includes
Instruction, online certification exam, breakfast, and breaks
Presented by Pete McGarahan
Pete McGarahan is the founder and president of McGarahan & Associates. Pete's value to the service and support industry and business is his thought leadership. As a practitioner, product manager and support industry analyst and expert, he has influenced the maturity of the service and support industry. His passions for customer service led the Taco Bell support organization to achieve the HDI Team Excellence Award. IT Support News also named him one of the "Top 25 Professionals in the Service and Support Industry" in 1999. Support professionals voted McGarahan "The Legend of the Year" in 2002 and again in 2004 at the Help Desk Professionals conference for his endless energy, mentoring and coaching and his valuable contribution to the support industry and community.
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