Support Manager


The four and a half day Support Manager course is uniquely created to provide training on the fundamentals of management relative to the support environment, and to enhance the inherent skills and knowledge of the support manager. This course focuses specifically on the most common management elements that occur in the technical support centre including, managing customer satisfaction, operations and team performance management and facilitating a team while managing a dynamic service product. This course offers support managers the opportunity to develop and refine their technology support leadership skills enabling them to effectively manage the challenges of the most complex support centres.

Who Should Attend

The Support Manager course is for managers who have at least six months management experience and have received some basic management training.


The course begins with a review and quiz on a set of pre-class reading materials. These materials are sent to each participant two weeks prior to the class start date. Participants are strongly encouraged to register at least two weeks in advance to allow time to complete these pre-class assignments.

Each participant is required to bring the pre-class reading materials as well as a notebook computer with a USB port and with Microsoft Excel, Word and PowerPoint installed. These will be used as tools during the course. All other materials and tools will be provided.

Homework is assigned for most evenings of the course. Please plan for study time outside of class.


  • Manage dynamics of change within the support centre
  • Enhance leadership skills
  • Effective staff utilisation
  • Increase support centre morale and retention

More information

To request a course brochure, please complete our Contact Us form.

Certified Support Managers

The list of Certified Support Managers from around the world.


  1. Deepak Devaragudi says:

    Instructor Steve Brand is one of the best instructors I had experienced. He ensures that everyone is listening. He states the practical examples for every topic & shares his experience on the same which keeps interesting & encourages us to implement

  2. Vikrant Gedam says:

    Instructor was very innovative while making every point I understand. It helped a lot in understanding course content.

  3. Kishore Somanath says:

    These concepts will play a bigger role in Manager’s activities and how he can take his team to the next level and be successful as a Manager/team, & to the company.

  4. Rajat Mathur says:

    Thank you & I felt it was very useful and I will be using most of the concepts in my daily work.

  5. Dean Ivelja says:

    Steve provides excellent real world examples.

  6. Peter Johnson says:

    It would be great if there were more hands on/participation things to do. I feel I got the most out of these aspects of the course. Although I appreciate you need to allow for multiple different learning styles.

  7. Lucas Vieites says:

    The way Steve presented the topics showed he really had great experience. The ability to illustrate with real life examples enhances that impression.

  8. Mateusz Kontowicz says:

    Maybe some discussion and practice. Not sure if Excel inputs are important. Great additional value to standard managers trainings.

  9. James Maggs says:

    Pre course reading is quite dated, 20 years old. Concepts are still valued but examples like Apple is out of date.

  10. Eytan Perso says:

    Will be great to have the student manual in pdf. The focus was a bit off from my team responsibility but I managed to take a lot!! and I already started to use some of the points. Customer support manager is not always deal with call centre or direct.

  11. Dragos Ionut Ghibilic says:

    Information could be decompressed as it might help beginner managers to better reuse the understanding of all topics.

  12. Laura Cairns says:

    The only reason I said “Agree” to number 2 as opposed to “Strongly Agree” is because I don’t have much budget of financial planning responsibility in my role. However some of the content if I use it will help me begin to demonstrate that I know how to and can be trusted so maybe I will one day soon! The stories Steve tells about real life examples is so helpful in remembering content.

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