Training: Service Desk Manager

Module 1: Defining Strategic Requirements

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

Module 2: Developing a Strategic Role

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

Module 3: Essential Management Skills

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

Module 4: Integrating the Service Desk

• Identify the need for relationship and network building.

Module 5: Promoting the Service Desk

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

Module 6: Quality Assurance Activities

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

Module 7: 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.

Module 8: Staff Recruitment, Retention and development

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

Module 9 Professional Development

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

Module 10: 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.

Module 11: IT Service Management

• Examine service desk responsibilities in key ITIL processes