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. Philip Dolan says:

    Steve is massively knowledgeable and a fantastic presenter. I’d love to have had the opportunity to work with him over an extended period, his knowledge of the industry is staggering. The content is hugely
    interesting – I wasn’t expecting for so much of the content to be unknown to me but so relevent to how I should be running my team. There is alot of content to consume in one week – I’ll need to keep revising over the coming

  2. Christian Rincon says:

    Great course and very informative. Very happy overall. Constructive feedback: Some modules and content can be better prepared or completely removed.. Some questions from Module review are ambiguous. At times we had to rush into some content to get through the day even when starting early.

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