Overview
HDI Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team.
Target Audience
Experienced Support Center Analysts, Supervisors and Team Leaders
Objectives
- Essential team lead management and leadership skills
- The importance of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
- The ITIL processes of Incident, Problem, Change, Release, Asset, and Configuration Management .
- An overview of Security Management and Knowledge Management
- Strategies for managing conflict
Course Outline
Support Center Overview
- The Evolution of the Support Center
- The Role of the Support Center
- The Role of the Team Lead
- Management Functions
- Managing Relationships
Business Planning and Strategy
- Strategy of a Support Center
- Service Level Agreements
- Standard Operating Procedures
- Business Alignment
Support Center Processes
- IT Service Management
- ITIL Service Support
- Security Management
- Knowledge Management
Service Delivery Methods and Technology
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
Recruitment and Training
- People Management
- Recruitment
- Sourcing
Training
Communication and Coaching
- Communication Skills
- Cultural Sensitivity
- Emotional Intelligence
- Managing Conflict
- Coaching
Teamwork and Retention
- Teamwork
- Motivation
- Performance Management
- Retention
Quality Assurance and Marketing
- Quality Assurance
- Performance Reporting
- Marketing the Support Center
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