HDI Desktop Support Manager (HDI-DSM)

About this Course

Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs.

Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

Audience Profile

• 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 Content

During this course, students will discuss:

• 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

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