HDI Desktop Support Manager

Days: 3 day
Price: $1995

Course Details

As the desktop support manager, you are responsible for executing the operational and tactical plans of desk side support while satisfying customer and business needs. The scope of services the desktop support manager must provide reaches beyond supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything the company desires that requires face-to-face or desk side support, also known as desktop services, desk side support, technical services, or on-site support.

Designed for both new and experienced desktop support managers, this course helps you learn to satisfy operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.

This course is designed to assist you in preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Course Agenda

1. Desktop Support

2. Effectively Managing Desktop Support Services

  • Desktop Support Manager Roles and Responsibilities
  • Your Role as a Manager
  • Your Role as a Leader
  • Code of Conduct
  • Effective Communication
  • Communicating Across Cultures
  • Conflict Resolution and Negotiations
  • Building Your Team
  • Managing Organizational Change

3. Strategic Management

  • The Strategic Perspective
  • Building Your Strategy
  • Key Elements of Vision and Mission Statements
  • Support as a Business
  • IT Financial Management
  • Quantifying Costs
  • Metrics, Benchmarks, and KPIs - A Primer

4. Operations Management

  • Service Delivery Methods
  • Telephony Infrastructure
  • Service Management Systems
  • Self-Healing Technologies
  • Selecting Your Technology

5. Developing Desktop Support Processes

  • Foundations of Desktop Support Processes
  • Service Level Management
  • SLAs, OLAs, SOPs, and UCs

6. Service Support Processes

  • Support and Restore
  • Control and Release
  • Service Delivery

7. Metrics and Quality Assurance

  • Evaluating Desktop Support Processes
  • Collecting, Analyzing, and Reviewing Data
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Continuous Improvement
  • Quality Assurance Tools and Methods

8. Managing Your Team

  • People Management
  • Workforce Management
  • Staffing and Sourcing
  • Recruitment and Retention
  • Performance Management
  • Professional Development
  • Coaching
  • Training

9. Promoting Desktop Support

  • Benefits of Marketing
  • Challenges of Marketing
  • How Desktop Support Plays a Marketing Role