HDI® Desktop Support Manager Course Overview

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.