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HDI Support Center Team Lead (HDI-SCTL)

Certification

Upon completing our comprehensive training program, your team members will have the opportunity to earn their HDI Support Center Team Lead (HDI-SCTL) certification. This certification verifies that support professionals in a team lead or supervisor role possess the essential leadership skills needed to provide operational support and ensure team success. 

It emphasizes expertise in coaching for staff development, managing day-to-day operations, fostering collaboration, and aligning team performance with organizational goals. This certification demonstrates their ability to inspire and guide their teams toward delivering exceptional service and achieving operational excellence.

 

 

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Training

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.

 

Course Sneak Peek
Get an inside look at HDI’s Support Center Team Lead course, with lessons from the official workbook!
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What You Will Learn

  • 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

Who Should Attend?

  • 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 Outline

Unit 1: Support Center Overview

  • Evolution of Service & Support
  • Successful Service & Support

Unit 2: Role of the Support Center Team Lead

  • Role of the Team Lead
  • Effective Leadership
  • Emotional Intelligence
  • Managing Relationships

Unit 3: Business Planning and Strategy

  • Strategic Perspective
  • Building a Strategy
  • Service Level Management
  • SOPs
  • Alignment

Unit 4: Support Center Processes

  • Best Practices for Support
  • Service Operations
  • Additional Processes
  • Knowledge Management

Unit 5: Service Delivery Methods & Technology

  • Systems Thinking Approach
  • Support Tools & Tech
  • Service Delivery Methods
  • Social Media

Unit 6: Workforce Management and Training

  • Workforce Management
  • Sourcing and Recruitment
  • Training

Unit 7: Communication and Coaching

  • Communication Skills
  • Cross-Cultural Communication
  • Managing Conflict
  • Coaching

Unit 8: Teamwork

  • Motivation, Rewards, Recognition
  • Performance Management
  • Retention

Unit 9: Metrics and Quality Assurance

  • Metrics
  • Quality Assurance
  • Using Surveys
  • Performance Reporting
  • Promoting the Support Center
HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
ITIL Accredited Training Organization
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.