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.

Duration                        Learning Credits        

1 day-8 hours of            8 PDU’s 



Public Classroom Pricing:     

Early Bird Price: USD 595.00

Regular Price: USD 795.00

Instructor-Led Virtual Live Pricing:

Early Bird Price: USD 495.00

Regular Price: USD 695.00

Private Group/ In-House Learning:

Have a group of 5 or more people? Register

yourself with a special pricing and request

the training exclusively

Course Outline

Unit 1: Desktop Support

● The Evolution of Support

● Support Center Maturity

● Successful Desktop Support

Unit 2: Strategy

● Strategic Perspective

● Business Alignment


Unit 3: IT Financial Management

● IT Financial Management

● Cost, Value, and ROI

Unit 4: Support Delivery Methods and Technology

● Service Desk Infrastructure

● Telephony Infrastructure

● Desktop Support Delivery Methods

● Service Management Systems

● Selecting Service Desk Technology

Unit 5: Service Level Management

● 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 Desktop Support Manager

● 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 and Retention

● Fostering Relationships

● Teamwork

● Coaching

● Peer Mentoring

● Training

● Rewards, Motivation, Retention

● Performance Management

● Career Development Planning

Unit 11: Promoting Desktop Support

● What is Marketing?

● Creating Internal Marketing Culture

● Marketing Opportunities

Who can attend?

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 (HDI-DSM) certification exam.

Learning Goals

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

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