Service Desk Institute : Service Desk Manager (SDM)
Need course dates or locations to suit you? CLICK HERE TO SEND ENQUIRY...  
Service Desk Institute : Service Desk Manager (SDM)

Service Desk Institute course SDM - Duration: 5 days

Overall Aim
Being an effective Service Desk Manager requires a broad range of talents, from people oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and leading to the qualification in, Service Desk management.

Target Group
The course is designed for both new and experienced Service Desk managers, team leaders and supervisors. Between 3 and 5 years experience of the Service Desk environment is ideal.

Course Objectives:
- A thorough grounding in the skills required to lead, motivate and manage a Service Desk team
- The complete Service Desk management tool kit
- An internationally recognised SDM qualification

Course Outline
- The role of the Service Desk Manager - understand the SDM's position, responsibility and authority, within the organisation, identify and develop core competencies
- Create an effective team - learn how to assess the structure your team, quantify success and weakness, and keep it on track
- Managing the team - six key areas of effective leadership
- Processes - review existing processes against best practice
- Taking the Service Desk forward - focus on capacity and volume planning, staff workload and finance
- Raising your contribution to the business - develop your own Service Improvement Programme and learn how to implement it
- Development plans - how to create and implement them
- IT Service Management - understand the processes and how your Service Desk interacts with them
- Tools and technologies - commonly used technologies and how to manage their use effectively
- Operational management - recognise the importance of effective OM
- Financial awareness - financial acumen for today's business environment
 
Need course dates or locations to suit you? CLICK HERE TO SEND ENQUIRY...  
My Location
Results for location are highlighted in the table below. Click here to remove highlight
The course either has new dates in data loading, or is only run as a dedicated or In Company course.
Tools
 
Key Details
Duration5 days
 
£1,575
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).