HDI Support Center Manager

A support center thrives when guided by a clear strategy and capable leadership. Through support center manager training, participants learn how to improve service delivery, refine operational practices, and lead high-performing teams. Suitable for both new and experienced leaders, this training provides practical insights that strengthen performance and customer satisfaction. With structured learning, managers develop the expertise to navigate daily challenges while delivering lasting value to their organizations.

• Sunday, May 3 - Tuesday, May 5
• Certification Exam Included
• $2,499

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 Includes

Instruction, and online certification exam.