HDI® Desktop Support Manager Training

Course Description:
Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to

provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs. Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

Learning Objectives:

• Characteristics of an effective desktop support manager
• How to create and deliver on service level agreements and operating level agreements
• How to align desktop support services with business strategy, objectives, and processes
• The importance of the relationships among IT service management processes
• Tactics for screening, hiring, training, and leading high-performance teams
• How to create an internal marketing culture to promote your desktop support services
• The metrics and key performance indicators essential to desktop support performance reporting

Certification:

This certification verifies that the desktop support manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

About the Examination:

The certification exam is based on the HDI Desktop Support Manager (HDI-DSM) Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.

Agenda:

Day 1	Day 2	Day 3
Desktop Support	Service level Management	Workforce Management
Strategy	Metrics and Quality Assurance	Training and Retention
IT Financial Management	Desktop Support Processes	Promoting Desktop Support
Support Delivery Methods and Technology	Leadership

Course Outline     

Unit 1: Desktop Support

• The Evolution of Support
• Support Center Maturity
• Successful Desktop Support

 

Unit 2: Strategy

• Strategic Perspective
• Business Alignment
• SWOT

 

Unit 3: IT Financial Management

• IT Financial Management
• Cost, Value, and ROI

 

Unit 4: Support Delivery Methods and Technology

• Service Desk Infrastructure
• Telephony Infrastructure
• Desktop Support Delivery Methods
• Service Management Systems
• Selecting Service Desk Technology

 

Unit 5: Service Level Management

• Service Level Management

 

Unit 6: Metrics and Quality Assurance

• Desktop Support Metrics
• Data Sources
• Baselining and Benchmarking
• Performance Reporting
• Quality Assurance Programs
• Measuring Customer Satisfaction
• Measuring Employee Satisfaction

 

Unit 7: Desktop Support Processes

• Best Practices for Support
• IT Service Management
• The Service Desk
• Service Operations
• Service Design
• Service Transition
• Knowledge Management

 

Unit 8: Leadership

• Your Responsibilities as a Desktop Support Manager
• Your Role as Leader
• Manage Operations Effectively
• Emotional Intelligence
• Communication
• Influence & Motivate
• Integrity & Service Ethics
• Growth

 

Unit 9: Workforce Management

• Workforce Management
• Staffing Models
• Scheduling
• Sourcing
• Recruitment

 

Unit 10: Training and Retention

• Fostering Relationships
• Teamwork
• Coaching
• Peer Mentoring
• Training
• Rewards, Motivation, Retention
• Performance Management
• Career Development Planning

 

Unit 11: Promoting Desktop Support

• What is Marketing?
• Creating Internal Marketing Culture
• Marketing Opportunities

Audience:

• Experienced technical support professionals who must manage day-to-day functions of desktop support, as well as master critical performance and customer service strategies.
• Individuals who are preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam