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HDI Service & Support World
April 25-29, 2027
Caesars PalaceLas Vegas, NV
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HDI Support Center Manager

Great Support Organizations Don't Happen by Accident. They're Built by Great Leaders.

The HDI Support Center Manager course prepares today's support leaders to bridge strategy and operations, build high-performing teams, and deliver exceptional service experiences. Through practical, instructor-led learning, you'll develop the leadership, emotional intelligence, and operational skills needed to drive continual improvement and create lasting business value.

  • ⏱️ Duration: 3 Days
  • 📅 Dates: April 25-27, 2027
  • 🏅 Certification: Included
  • 💲 Cost: $2,499
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Key Takeaways from the HDI Support Center Manager Course

  • Align people, processes, and technology to improve service delivery and organizational performance.

  • Develop practical leadership, coaching, and emotional intelligence skills to build high-performing support teams.

  • Use metrics, reporting, and continual improvement practices to make informed decisions and drive better business outcomes.

  • Strengthen workforce management through effective staffing, scheduling, recruitment, and professional development.

  • Apply modern IT service management practices, including AI and experience management, to meet evolving customer expectations.

Who Should Attend

Support center managers responsible for leading teams, improving operations, and delivering business value. New and aspiring managers looking to strengthen their leadership, coaching, and workforce management skills.

Course Includes

Instruction, and online certification exam.

Build the Leadership Skills to Elevate Your Support Organization


Unit 1: The Role of the Support Center Manager

  • The Role and Responsibilities of the Support Center Manager
  • The HDI Support Center Maturity Model
  • How Responsibilities Evolve Across Maturity Levels

Unit 2: Strategy and Financial Management for the Support Center

  • What is Strategy?
  • Factors That Influence Strategy
  • Financial Management

Unit 3: Leadership

  • Transformational Leadership
  • Relationship Management
  • Leadership Communication

Unit 4: Support Center Practices

  • What is IT Service Management (ITSM)?
  • Service Catalog
  • Service Level Management and Experience Management
  • Best Practices for Support Centers
  • ITIL
  • Key ITSM Practices for the Support Center
  • Other ITSM Practices for the Support Center

Unit 5: Continual Improvement

  • What is Continual Improvement?
  • Continual Improvement Approaches
  • Continual Improvement Within the Support Center
  • Gaining Commitment to Continual Improvement
  • Quality Assurance: A Proactive Approach to Continual Improvement


Unit 6: Performance Results

  • The Importance of Performance Results
  • Reporting
  • Using Measures and Reports

Unit 7: Support Methodologies and Technologies

  • Delivering Support: Methodologies, Technologies, and Outcomes
  • Support Center Infrastructure
  • AI In the Support Center

Unit 8: Workforce Management

  • Why Workforce Management?
  • Staffing Models
  • Understanding Utilization Rate
  • Scheduling
  • Recruitment
  • Training and Retention

Unit 9: Teamwork and Experience

  • Changing Experience Drives Results
  • Emotional Intelligence (EI)
  • Overcoming Team Dysfunctions
  • Remote and Hybrid Experience
  • Recognition, Rewards, And Motivation




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