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SDM: Service Desk Manager

Length: 4 Days    Cost: $2,500 + GST    Version: SDM

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About this Course

Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, the twelve core areas of service desk management.


  • 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. Suitable for those with at least three years’ experience in a service desk environment. Job roles include:
      • Team Leader
        • Supervisor
          • Service Desk Manager
            • Support Manager
              • Service Delivery Manager
                • Customer Service Manager


            It is recommended that those who attend this course have at least 3 years experience in a service desk environment.

            At Course Completion

            This course is designed to provide service desk managers and supervisors with an understanding of the service desk and support environment as well as promoting a greater understanding of the current market place and the responsibilities of a service desk manager.

            You will learn:

            • How to develop and deliver service desk and support strategies to fully underpin the organisations business strategy and objectives.
            • How to demonstrate the key leadership and management competencies needed to a successful Service Desk and Support Manager - to include operational management, organisational change management, human resources, team development, service desk promotion, risk and financial management.
            • How to interface the service desk with other IT functions, processes and standards to maximise efficiency and effectiveness of IT.
            • How to design, contract and deliver service desk processes and services to deliver exceptional customer service and support.
            There are three key distinctions in regards to responsibility and ownership which we would like to clarify for delegates. As the training institution, ACE is responsible for delivering the training material and facilitating the exam. PeopleCert is responsible for the examination and the overall ownership of the material belongs to SDI.

            Course Outline

            Defining Strategic Requirements

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

            Developing a Strategic Role

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

            Essential Management Skills

            Examine key commercial management skills including integrating IT services, financial management, managing behaviours and communication.

            Integrating the Service Desk

            Identify the need for relationship and network building.

            Promoting the Service Desk

            Understand the promotional tool-kit available to the service desk.

            Quality Assurance Activities

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

            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.

            Staff Recruitment, Retention and Development

            Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.

            Professional Development

            Recognise the importance of on-going development for yourself and your team and explore coaching, mentoring and stress management.

            Leadership and Management

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

            IT Service Management

            Examine service desk responsibilities in key ITIL® processes.

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