SDI Service Desk Manager

////SDI Service Desk Manager

SDI Service Desk Manager

Course ID: SDM 4 Days

SDI Service Desk Manager


This training qualification course provides a thorough understanding of service desk management and leads to a globally recognised qualification



This interactive four-day SDM 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.





Instructor-led / Virtual Instructor-led

Singapore SGD2,495
India: USD2,000



  • How to develop and deliver service desk and support strategies to fully underpin the organization’s business strategy and objectives.
  • How to demonstrate the key leadership and management competencies needed to be a successful Service Desk and Support Manager – to include operational management, organizational change management, human resources, team development, service desk promotion, risk and financial management.
  • How to develop and deliver service desk and support technology strategies to underpin strategic objectives.
  • How to interface the service desk with other IT functions, processes and standards to maximize the efficiency and effectiveness of IT.
  • How to design, contract and deliver service desk processes and services to deliver exceptional customer service and support.


Module 1: Defining strategic requirements

Plan for the strategic development of the service desk within an organisation’s overall business goals.

Module 2: Developing a strategic role

Define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.

Module 3: Essential management skills

Examine key commercial management skills including integrating IT services, business cases, financial management, strategic responsibilities, defining processes and procedures, gap analysis, project management, behaviours and communication.

Module 4: Integrating the service desk

Identify the need for relationship and network building, contribute to IT and business objectives, continual improvement and assessing the best sourcing option.

Module 5: Promoting the service desk

Plan the promotional objectives, strategies and tactics for the service desk.

Module 6: Quality assurance activities

Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models and resource management.

Module 7: Effective management of tools and technologies

Review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels, self-service and self-healing.

Module 8: Staff recruitment, retention and development

Examine effective recruitment programmes, core skills, staff development, effective relationships with teams and individuals.

Module 9: Motivation

Establish reward and recognition strategies, employee and customer satisfaction programmes, performance management, staff motivation, work environment.

Module 10: Leadership and management

Discover how to be an effective leader and manager, improve your professional development, and hone teamwork, coaching, mentoring and stress management skills.

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