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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
Who Should Attend=>
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 certification exam
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: Technology and Service Support
Service Desk Infrastructure
Telephony Infrastructure
Desktop Support Delivery Methods
Service Management Systems
Selecting Service Desk Technology
Unit 5: 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 DSM
Your Role as a Leader
Manage Operations Effectively
Emotional Intelligence
Communication
Influence and Motivate
Integrity and 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, and Retention
Performance Management
Career Development Planning
Unit 11: Promoting Desktop Support
What is Marketing=>
Creating Internal Marketing Culture
Marketing Opportunities