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Who should attend HDI Help Desk Manager (HDM)
This course is for individuals interested in HDI Help Desk Manager (HDM) Certification, and is recommended for experienced help desk and support center supervisors, managers, and project managers who are responsible for day-to-day operations and have 3-5 years of experience.
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HDI Help Desk Manager (HDM)  

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This course is for individuals interested in HDI Help Desk Manager (HDM) Certification, and is recommended for experienced help desk and support center supervisors, managers, and project managers who are responsible for day-to-day operations and have 3-5 years of experience.

Cost:   

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Seminar Summary:

This course is designed to provide senior level help desk professionals with the knowledge necessary to successfully manage the strategic and tactical aspects of their support organizations. (see full course description)

 
 

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Training Course Syllabus:


Title: Help Desk Manager

Delivery Method: Online Live

Duration: 6.00 Sessions

Overview:
This course is designed to provide senior level help desk professionals with the knowledge necessary to successfully manage the strategic and tactical aspects of their support organizations.

Who Should Attend:
This course is for individuals interested in HDI Help Desk Manager (HDM) Certification, and is recommended for experienced help desk and support center supervisors, managers, and project managers who are responsible for day-to-day operations and have 3-5 years of experience.

At Course Completion:
- Techniques for managing relationships across the enterprise - How to plan and manage enhancements to the help desk organization - Key processes for ensuring successful support center performance - How to market your services internally/externally - The latest technologies utilized in a service center - Benefits of each of the service delivery models - Outsourcing models and the value of each model - Negotiation and conflict resolution/management skills - Methods for building and maintaining high-performance teams - How to build effective service level agreements - Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees - Value of mission/vision statements


Pre-requisite(s):
Customer Service Specialist and Help Desk Analyst HDI courses are recommended but not required.

Outline:
Lesson 1: Introduction

Getting Started
Initiating Your Learning Experience
About HDI

Lesson 2: Help Desk Overview

Support Center Overview
Support Center Certification Elements
Strategic Perspective
People & Performance Strategy
Financial Perspective
Marketing the Support Center

Lesson 3: Business Focus

Performance Metrics
Support Center Dashboard
Customer Satisfaction
Support Center Readiness
Maintaining Technology Uptime

Lesson 4: Operational Management

Operationalizing the Support Center
Incident Management
Escalation Management
Knowledge Management
Change Management
Quality Assurance
Workforce Management

Lesson 5: Technology Management

Support Center Technology Tools
Service Delivery Methods
Enabling Technologies
Asset Management
Security Management

Lesson 6: Human Resource Development

Management Competencies
Managers Role
Team Development
Leadership Traits

Seminar Summary:

This course is designed to provide senior level help desk professionals with the knowledge necessary to successfully manage the strategic and tactical aspects of their support organizations. (see full course description)

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