Last Updated : 03 Jul 2023

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.

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Flexi Video	16,449
Official E-coursebook
Exam Voucher (optional)
Hands-On-Labs²	4,159
+ GST 18%	4,259
Total Fees (without exam & Labs)	22,359 (INR)
Total Fees (with Labs)	28,359 (INR)

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1-on-1 Training

Schedule personalized sessions based upon your availability.

Learn More

Customized Training

Learning without limits. Create custom courses that fit your exact needs, from blended topics to brand-new content.

Learn More

Happiness Guaranteed

Experience exceptional training with the confidence of our Happiness Guarantee, ensuring your satisfaction or a full refund.

Learn More

Destination Training

Immerse yourself in a focused learning environment, free from distractions, where you can sharpen your skills in popular global destinations.

Learn More

Fly-Me-A-Trainer (FMAT)

Flexible on-site learning for larger groups. Fly an expert to your location anywhere in the world.

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Target Audience for HDI® Desktop Support Manager

The HDI® Desktop Support Manager course equips IT professionals to effectively lead and enhance support operations within their organizations.

IT Managers and Supervisors
Desktop Support Managers
Help Desk Managers
Technical Support Managers
Service Desk Managers
IT Operations Managers
IT Team Leaders
Support Center Team Leads
Aspiring IT leaders in support roles
IT Service Managers
IT Customer Service Managers
IT Quality Assurance Professionals
Systems Administrators with managerial responsibilities
Network Managers overseeing support teams
IT Directors who oversee desktop support teams
Service Delivery Managers
IT Project Managers involved with support transitions
IT Professionals transitioning into managerial roles
IT Service and Support Consultants
Process Improvement Team Members
ITIL® Foundation Certified Professionals seeking to specialize in support management

Learning Objectives - What you will Learn in this HDI® Desktop Support Manager?

Introduction to Learning Outcomes:

Gain the skills to manage and lead a desktop support team effectively with the HDI Desktop Support Manager course, covering strategic alignment, financial management, quality assurance, leadership, and more.

Learning Objectives and Outcomes:

Understand the evolution of desktop support and develop strategies for advancing support center maturity.
Align desktop support strategies with business objectives and conduct SWOT analysis to identify strengths, weaknesses, opportunities, and threats.
Master IT Financial Management principles including cost control, value delivery, and calculating return on investment (ROI).
Evaluate and implement support delivery methods, service desk infrastructure, and technology to optimize desktop support operations.
Establish and manage Service Level Agreements (SLAs) and ensure they align with customer expectations and business requirements.
Utilize metrics and quality assurance programs to measure and improve desktop support performance, customer satisfaction, and employee engagement.
Apply best practices in IT Service Management (ITSM) to enhance the efficiency and effectiveness of service desk functions.
Develop leadership skills, including emotional intelligence and communication, to lead and motivate a successful desktop support team.
Implement workforce management strategies, such as staffing models, scheduling, and recruitment to maintain a high-performing support team.
Create and sustain a culture of continuous improvement through training, retention, performance management, and career development planning.