HDI Support Center Team Lead course

HDI Support Center Team Lead

Course Overview:

The Support Center Team Lead serves as the communication link between the team and the manager and is the first point of internal escalation for the customer.
HDI Support Center Team Lead training ensures that you learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.
This course is designed to assist you in preparing for the HDI Support Center Team Lead (HDI-SCTL) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

Course Objectives:

Essential team lead management and leadership skills
The importance of service level agreements and operational level agreements
The ITIL processes of incident, problem, change, release, asset, and configuration management
An overview of security management and knowledge management
Strategies for managing conflict
The essentials of people management: hiring, scheduling, evaluating, and retaining employees
An eight-step method for effective coaching
Proven team building and motivational techniques
Essential performance metrics and key performance indicators
Course Pre-Requisite

Course Outline
1. Support Center Overview
The Evolution of the Support Center
Role of Desktop Support Technician
Support Center's Role in the Business
2. Strategic Framework
Strategic Perspective
Service Level Agreements
Standard Operating Procedures
Business Alignment
3. Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
4. Support Center Processes and Operations
IT Service Management
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance
5. Customer Management Skills
Total Contact Ownership
Procedures for Call Handling
Procedures for On-site Visits
6. Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Body Language
Incident Documentation
Writing Skills
7. Problem-Solving and Troubleshooting Skills
Problem-Solving and Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Customer Service Skills
Root Cause Analysis
8. Maximizing Effectiveness
Your Customer's Psychological Needs
Handling Conflict
Difficult Customer Behaviors
Stress Management
Power of a Service Attitude
Managing Your Use of Time
Certification Exams
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 2 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $2200.00 US

Request a Group/Onsite Quote:

Current Promotion:

Monthly Special Offers