HDI Support Center Team Lead (HDI-SCTL)

About this Course

Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that participants 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.

Audience Profile

• Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation
• Individuals who are preparing for the HDI Support Center Team Lead certification exam

Course Content

During this course, students will discuss:

• 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