HDI® Desktop Support Manager Course Overview

The HDI® Desktop Support Manager course is designed to equip learners with the necessary skills to effectively lead and manage a desktop support team. It covers a broad range of topics that encompass both the strategic and operational aspects of desktop support management.

Through various modules, participants will explore the evolution of support, learn how to align their strategies with business goals, manage IT finances, and understand the intricacies of different support delivery methods and technology. The course emphasizes the importance of service level management, using metrics and quality assurance to drive performance, and implementing best practices for desktop support processes.

Leadership skills are honed with lessons on managing operations, emotional intelligence, communication, and the importance of integrity. Workforce management is another key area, focusing on staffing, scheduling, and recruitment. Additionally, the course delves into training, retention, and career development planning to foster strong, capable teams.

Finally, promoting desktop support within the organization is addressed, ensuring that the value of the desktop support team is recognized and well-communicated. By integrating these key concepts, learners are prepared to enhance their desktop support services, increase customer satisfaction, and support center maturity, while also fostering team growth and employee satisfaction.