HDI Support Center Team Lead

HDI Support Center Team Lead

Price:

Course Features

  • Location: Newark Campus
  • Language: English
  • Lesson: 0
  • Viewers: 757
  • Prerequisites: No
  • Skill Level:
  • Course Capacity: 50
  • Start Course: 09/01/2017

Descriptions

This certification verifies that support professionals in a team lead or supervisor role possess the fundamental leadership skills necessary to provide operational support to the organization and the coaching skills necessary to promote staff development. Course intended for Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation and/or individuals who are preparing for the HDI Support Center Team Lead certification exam.

 

Course Participants 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