HDI Support Center Team Lead (HDI-SCTL)

Overview

HDI Support Center Team Lead training course is designed for the team and the manager to learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. In this training class, you will gain the fundamental management and leadership skills.

Target Audience:

  • Technical support professionals who need to develop fundamental management and leadership skills.
  • Anyone who want to prepare for the HDI Support Center Team Lead certification
This course prepares you for Exam HDI Support Center Team Lead. Download Course Contents
Schedule & Prices
Course Details Schedule
Classroom Training*
Duration : 3 Days
Fee : Dubai : USD 2,100 India : USD 1,500
March
02-04 (Delhi)
08-10 (Dubai)
09-11 (Bangalore)
16-18 (Chennai)
April
13-15 (Bangalore)
20-22 (Chennai)
May
18-20 (Chennai)
July
06-08 (Delhi)
12-14 (Dubai)
13-15 (Bangalore)
20-22 (Chennai)
October
05-07 (Delhi)
11-13 (Dubai)
12-14 (Bangalore)
19-21 (Chennai)
Instructor-Led Online Training
Duration : 3 Days
Fee : USD 1,700 (1-on-1)†
March
02-04
08-10
09-11
16-18
April
13-15
20-22
May
18-20
July
06-08
12-14
13-15
20-22
October
05-07
11-13
12-14
19-21
Fly-Me-a-Trainer
Duration : 3 Days
Fee : On Request
Client's Location
As per mutual convenience

Enquire Now




Input symbols

  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team building and motivational techniques
  • Essential performance metrics and key performance indicators

After completion this course, you will learn following topics:

Unit 1: Support Center Overview

  • Evolution of Service and Support
  • Successful Service and Support

 

Unit 2: Role of the Support Center Team Lead

  • Role of the Team Lead
  • Effective Leadership
  • Emotional Intelligence
  • Managing Relationships

 

Unit 3: Business Planning and Strategy

  • Strategic Perspective
  • Building a Strategy
  • Service Level Management
  • SOPs
  • Alignment

 

Unit 4: Support Center Processes

  • Best Practices for Support
  • Service Operations
  • Additional Processes
  • Knowledge Management

 

Unit 5: Service Delivery Methods and Technology

  • Systems Thinking Approach
  • Support Tools and Tech
  • Service Delivery Methods
  • Social Media
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