Service Desk Manager Course & Examination

Defining strategic requirements - the purpose and activities of a successful service desk, industry standards, ethics and the global perspective

Developing a strategic role - creating an effective service desk strategy, vision and mission statements, sourcing models and financial management objectives

The role of the service desk manager - characteristics, skills and competencies of an effective manager, promoting the service desk and running a successful promotion campaign

Organisational change and project management - project management essentials, building persuasive business cases, the purpose of organisational change and strategic awareness

Teamwork and communication - characteristics of effective teams, management-level communication, presentation skills, active listening and negotiation

Staff recruitment, retention and development - effective recruitment strategies, structured induction and training approaches, retention behaviours, managing performance and working relationships

Management and leadership - the distinction between managing and leading, planning and coordinating activities, motivating teams and driving engagement

Resilience - emotional resilience for managers, recognising stress in yourself and your team, effective stress management techniques

Effective management of resources - support delivery methods and technologies, workforce management and resource planning, benefits and challenges of self-service adoption

AI and automation - benefits and challenges of AI in the workplace, rules-based AI, neural networks and common automation use cases in service management

IT service management - ITSM objectives, the difference between practices, processes and procedures, and ITIL® 4 practices and their role in the service desk environment

Quality assurance activities - the purpose and components of a QA programme, interaction monitoring, benchmarking and quality control in the support environment

Managing the customer experience - the importance of a coherent CX approach, capturing feedback effectively and using feedback data to drive decision-making

Management information and performance results - the relationship between CSFs, KPIs and metrics, identifying the right service desk metrics and interpreting success criteria

Lead, motivate and manage a service desk team applying effective leadership and people management practices in a support environment

Develop and communicate a service desk strategy that is aligned to business goals and underpinned by a clear vision and mission

Build persuasive business cases and contribute to organisational change and strategic decision-making

Design and implement effective recruitment, induction, development and retention practices to build and sustain a high-performing team

Apply workforce management and resource planning models to optimise service desk capacity and coverage

Evaluate and manage support delivery methods, technologies and AI applications, understanding their benefits, risks and implications

Apply ITIL® practices and ITSM processes within the service desk management context

Design and manage a quality assurance programme including interaction monitoring, customer satisfaction measurement and benchmarking

Use management information, KPIs and service desk metrics to evaluate performance, identify trends and drive continuous improvement

Manage the end-to-end customer experience capturing feedback, analysing data and using insights to improve service delivery

Earn a globally recognised SDM qualification from PeopleCert that demonstrates your professional management capability

Service Desk Managers and Team Leaders ready to formalise their management expertise

Experienced service desk analysts (3+ years) who are preparing for or recently promoted into a management role

IT Support Managers and Help Desk Managers looking to earn a globally recognised management qualification

Service Delivery Managers with responsibility for support operations

Organisations investing in the development of their service desk leadership team

Access to accredited SDI course materials through the ITSM Hub learning portal

In-course exam review session to support your examination preparation

SDI Service Desk Manager online exam voucher from PeopleCert, valid for 12 months

A new professional network connect with peers from other organisations who share your management challenges and context

Service Desk Analyst Course & Certification

ITIL® Foundation (Version 5) Course & Certification