Service Desk Manager

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17th - 20th February 2025 (4 Days)
9:00 AM - 4:30 PM GMT

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£2102 each (exc. VAT) Price

Courses Content
Who Should Attend
Learning Outcomes
Requirements
Preparation

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Service Desk Manager

Overview

Master the key areas of Service Desk management, gain the globally recognised Service Desk Manager qualification and lead your team to lasting success.

A Service Desk Manager role is critical to the success of a Service Desk. The Service Desk Manager course provides a thorough understanding of Service Desk Management, a professional internationally recognised qualification, issued by PeopleCert, and equips them with the skills and knowledge essential to effectively manage a Service Desk team and operations.

Ensuring your Service Desk is delivering excellent customer service, operating efficiently and aligned to business strategy are just some of the topics covered in this course. You’ll also learn more around leadership and team management.

Covering four days of classroom-based learning, managers will fully explore the modules covered in the SDI Professional Standard for Service Desk Managers and leave with a thorough understanding of best practice.

Pricing includes the exam fee – candidates can sit the exam remotely up to 12 months after the date of the course.

“The best training course I have ever been on! Extremely insightful and informative. If you’re looking to get into management, this course is for you!” – Gary Wheate, Service Desk Manager at Lanware.

Course Content

This course contains everything that is essential to core roles and responsibilities of a successful Service Desk Manager:

Defining strategic requirements: review the purpose, activities, and requirements of a successful Service Desk from a global perspective, discover the benefits of complying with industry standards and examine ethics in the service and support environment
Developing a strategic role: examine the requirements for creating an effective Service Desk strategy that underpins business goals, learn about the purpose and objectives of vision and missions statements, examine the benefits and challenges associated with various sourcing models, and review the objectives and activities of financial management

The role of the Service Desk Manager: review the characteristics, skills and competencies required to be an effective Service Desk Manager, review the roles and responsibilities of a Service Desk Manager, discuss the reasons why we should promote the Service Desk, and review the key activities of a successful promotion campaign

Organisational change and project management: identify the elements of successful project management and the importance of building persuasive business cases, example the purpose and benefits of effective organisational change, identify opportunities for participation in strategic decision making, and review the knowledge requirements to build good strategic awareness

Teamwork and communication: review the characteristics of effective teams, examine the importance of excellent communication skills from a management perspective, learn the requirements of effective presentation skills, and enhance listening, information gathering and negotiating techniques

Staff recruitment, retention & development: examine the requirements for effective recruitment strategies, review the features and benefits of a structured and on-going approach to induction, training and development, and explore the behaviours required to retain staff, maintain effective working relationships and address individual performance issues

Management and leadership: review the activities of an effective manager and an effective leader, identify the elements of successful planning and co-ordinating activities, and examine the benefits of and how to achieve motivated teams

Resilience: examine the importance of emotional resilience, recognising signs of positive and negative stress in yourself and your staff, and effective stress management

Effective management of resources: examine the challenges and benefits of commonly used support delivery methods and technologies, explore the benefits of workforce management and resource planning models, and discover the challenges and benefits of adopting self-service

AI and automation: identify the benefits and challenges of increasing automation and AI opportunities within the workplace and explore common examples of rules-based AI and neural networks

IT Service Management: explore IT Service Management and its objectives, recognise the difference between a practice, a process and a procedure, identify the need to effective practices, processes and procedures and the importance of following them, and discover ITIL 4 practices and their purpose and place within the service desk environment

Quality assurance activities: review the purpose and objectives of a comprehensive quality assurance program, identify common quality assurance practices, examine the purpose, benefits, and methods of interaction monitoring, and explore the role of benchmarking in the Service Desk environment

Managing the customer experience: discover the importance of managing the customer experience and the need for a coherent approach, identify opportunities for capturing feedback, and learn how to use feedback effectively in decision making

Management information & performance results: examine the relationship between critical success factors (CSFs), key performance indicators (KPIs) and metrics, and identify a range of service desk metrics and their success criteria

Who Should Attend

This interactive four-day qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation.

This course is suitable for those with at least three years’ experience in a service desk environment.

Outcomes

At the end of this course, delegates will gain:

A thorough grounding in the skills required to lead, motivate and manage a Service Desk team.
The complete Service Desk Management toolkit covering:
Strategy,
Leadership,
Employee development and recruitment ,
Relationship building,
Service improvement,
ITSM processes,
Performance measurements,
Tools and technologies.
An internationally recognised SDM qualification from PeopleCert.

A new network of colleagues in similar roles from other organisations.

All SDI courses are delivered by qualified, professional trainers who combine decades of industry experience, valuable ITSM & service desk knowledge, with real-world exposure to the latest learning techniques and trends. That’s why we are the choice for so many of the UK and Europe’s most successful Service Desks. 

Requirements

This is not a pre-recorded webinar and you will need:

A computer with a webcam (We ask that webcams are turned on throughout the duration of the course.)

Microphone/headset

High-speed internet connection

Ensure you connect 15 minutes before the session starts and log-in as a guest.

To help with the set-up, please download the  Adobe Quick Start Guide.

Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.

Preparation

Prior to attending the online course, delegates will receive a full training course manual and hand-out pack containing the latest SDM Professional Standards.

In addition, delegates are given details of the virtual room to test their setup before the training begins.

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