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Pre-Conference Training
Pre 2: Support Center Manager
Strengthening Leadership in Support Center Management
A support center thrives when guided by a clear strategy and capable leadership. Through support center manager training, participants learn how to improve service delivery, refine operational practices, and lead high-performing teams. Suitable for both new and experienced leaders, this training provides practical insights that strengthen performance and customer satisfaction. With structured learning, managers develop the expertise to navigate daily challenges while delivering lasting value to their organizations.
- Sunday, November 16 - Tuesday, November 18
- Certification Exam Included
- $2,499
See a special message from Support Center Manater instructor Doug Tedder, about what you can expect from Service Management World this year.
What You Will Learn
- The characteristics of an effective support center manager
- How to create service level agreements (SLAs), operational level agreements (OLAs), and standard operating procedures (SOPs) to support the service catalog
- Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
- The relationships between IT service management processes
- The difference between and the importance of strategic, tactical, and operational planning
- The benefits and challenges of self-service technologies
- Processes for building and managing effective security policies
- Staffing models
- The value of outsourcing
- Tactics for screening, hiring, training, and managing high-performance teams
- The metrics and key performance indicators (KPIs) essential to performance reporting
Who Should Attend
Experienced technical support professionals who manage the day-to-day functions of a support operation, as well as those seeking to master critical performance and customer service strategies.
Course Includes
Instruction, and online certification exam.
Unit 1: The Support Center
- The Evolution of Support
- Support Center Maturity
- Successful Support Centers
Unit 2: Strategy
- Strategic Perspective
- Business Alignment
- SWOT
Unit 3: IT Financial Management
- IT Financial Management
- Cost, Value, and ROI
Unit 4: Technology & Service Support
- Service Center Infrastructure
- Telephony Infrastructure
- Support Delivery Methods
- Service Management Systems
- Selecting Service Desk Technology
Unit 5: Service Level Management
- Service Level Management
Unit 6: Metrics & Quality Assurance
- Support Metrics
- Data Sources
- Baselining and Benchmarking
- Performance Reporting
- Quality Assurance Programs
- Measuring Customer Satisfaction
- Measuring Employee Satisfaction
Unit 7: Support Center Processes
- Best Practices for Support
- IT Service Management
- The Service Desk
- Service Operations
- Service Design
- Service Transition
- Knowledge Management
Unit 8: Leadership
- SCM Responsibilities
- 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 & Retention
- Fostering Relationships
- Teamwork
- Coaching
- Peer Mentoring
- Training
- Rewards, Motivation, Retention
- Performance Management
- Career Development Planning
Unit 11: Marketing
- What is Marketing?
- Creating Internal Marketing Culture
- Marketing Opportunities
Training for Support Leaders
The support center manager training program emphasizes measurable service levels, workforce planning, and operational practices that directly impact results. Participants gain methods to set clear goals, improve service delivery, and adopt methods that support organizational priorities. These skills enable managers to build a framework that delivers consistent and reliable support.
Courses Designed for Supervisors
Managers participating in the technical support supervisor training gain strategies to boost productivity, establish effective escalation processes, and measure performance through key indicators. The course also offers practical guidance on leading teams successfully while maintaining service quality as a priority. This balanced approach equips supervisors to handle both technical requirements and customer expectations with confidence.