Service Desk Manager
Acquire the essential skills to excel as Service Desk Manager
An effective service desk manager is required to have a broad range of skills, including people-management abilities, marketing awareness, financial acumen and presentation savviness.
In organizations with more significant size service desks, a dedicated Service Desk Supervisor or Manager will manage the desk’s day-to-day operations, coaching team members in understanding how to address various types of questions from users who are experiencing difficulties.
Their primary responsibility is customer service and fostering a customer-focused approach within the team, Service desk managers are responsible for staffing the service desk, developing skills and motivating team members to deliver high-quality and consistent support services. They will be knowledgeable about service desk tools and software and committed to providing service improvement.
Depending on the organization, the service desk manager may wear other hats, for example, acting as an incident manager with responsibility for ensuring there is a clearly defined process in place for handling customer incidents.
Where the service desk has an externally facing role, the Service Desk Manager may also need specific skills in client services management.
The SDM qualification recognises an individual’s knowledge of the competency requirements and skills required to be a service desk manager. An SDM-certified professional will be able to:
- Develop and deliver service desk and support strategies to fully support the organisation’s business strategy and objectives
- Demonstrate the critical leadership and management competencies needed to be a successful Service Desk and Support Manager
- Interface the service desk with other IT functions, processes and standards to maximise the efficiency and effectiveness of IT
- Design, contract and deliver service desk processes and services for exceptional customer service and support
Career options for this course.
Developed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practices and wish to head an effective support operation. Suitable for those with previous experience in a service desk environment.
Become a Certified Service Desk Manager
