Training: Service Desk Manager

Ref. SDM


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 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.
This interactice 4 days course provides a thorough understanding of, and qualification in, the core areas of service desk management.

Participant profiles

  • Existing and aspiring service desk managers


  • A thorough grounding in the skills required to lead, motivate and manage a service desk team
  • The complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies
  • The internationally recognised SDM qualification


  • At least three years experience in a service desk environment
  • Have followed the course Service Desk Analyst (SDA) or have equivalent knowledge

Course content

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


Official courseware and documentation from SDI

Lab / Exercises

  • Lot of practical examples and discussions to share experience
  • 2 sets of sample questions to prepare the examination


This course prepares to the officla SDI’s examination Service Desk Manager(SDM). It’s made of 60 multiple choice questions, with a passing score of 65% (39 correct answers required). An exam voucher is included with this training.

Complementary courses

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.
Prix de l'inscription
CHF 2'900.-

mar18apr(apr 18)09:00ven21(apr 21)17:00Lausanne, Avenue Mon repos 24, 1005 Lausanne Etiquettes de sessionSDM

mar18apr(apr 18)09:00ven21(apr 21)17:00VirtuelVirtual Etiquettes de sessionSDM

mar30may(may 30)09:00ven02jun(jun 2)17:00Genève, Route des Jeunes 33B, 1227 Carouge Etiquettes de sessionSDM

mar30may(may 30)09:00ven02jun(jun 2)17:00VirtuelVirtual Etiquettes de sessionSDM

Horaires d’ouverture

Du lundi au vendredi, de 8:30 à 18:00.


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Monday to Friday, from 8:30 am to 06:00 pm.

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