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. Anna Muntala says:

    I didn’t like pre-class material:4 presentations as page 2…change it for a film, video, project…ways more practical. I also would like more practise of things covered and real examples for financials. Book vocabulary is not easy to interpret..[…]

  2. Michael O'Sullivan says:

    I felt the course was 1 day too long. Overall, very useful with some good information.

  3. Jeanette Holland says:

    There was an awful lot to cover in 4 days, which (for me) made it hard to absorb what had been covered in previous day, before moving onto the next modules. I would say it would be better to have another day of study…need 6 working days in a week!

  4. Adam Coyne says:

    Excellent material. Found exercise especially useful at reinforcing the topic. More exercises would be great. Found mind mapping incredibly useful for revision, short demo of this on day one would have really helped me.

  5. Peter Murphy says:

    Excellent course and very applicable to my role.

  6. Musaed S Alhuzami says:

    The training is great. Steve was perfect. Just some comments: Time is too long. There is no group fun, like dinner or trip. They have to consider prear time for muslims. the all is well done ๐Ÿ™‚

  7. Oliver Richardson says:

    Thouroughly enjoyed. Can’t wait to use the new concepts I’ve learnt. Steve Brand is an exceptionally good lecturer/tutor and creates an enthusiasm for learning in class which is uncommon and wholey refreshing.

  8. Lukasz Jarosz-Jarszewski says:

    The first day was a bit slow and it gives an incorrect impression of the course. Still would not change it as it covered important topics.

  9. Gracie Wang says:

    Maybe homework, reading can be reduced a little bit.

  10. Andy Hunt says:

    Is 5 a high score? is the difference between 4 and 5 the same as between 1 and 2? What’s the actual difference between “Agree” and “Strongly Agree”? Thanks for the course.

  11. Matt Furlong says:

    Very intense but terrific material, look forward to using some of this in the workplace.

  12. Ramya Govindan says:

    It was very useful for me as I have just been promoted to this new position. Thanks for a very innovative class.

  13. Dave Puype says:

    I loved the course, and the presenter, Steve, doesn’t fail to captivate and get the concepts across. I was in over my head in some sections (metrics & financial) but that is due to my lack of experience and exposure.[…]

  14. Carsten Siltz says:

    Too much information in a short time, long days, should be different.

  15. Fiona Broderick says:

    Excellent course. My only negative would be that there is a lot of information over a short period. Course by day, homework/study by night was very taxing for me. thanks Steve, enjoyed the way you presented the course, great job!

  16. Eugene Bell says:

    This class was very good and required a lot of effort which is something I value. There was things in this course that I will take and use daily. The instructor made the course – his experiences and advice were great. Top class stuff.

  17. รine Byrne says:

    Finance chapter gave a bit more than an insight but not enough to action – not relevant to my job right now which was explained. Coaching book repeated itself a lot, could have been shorter . Great class Steve, thanks a lot ๐Ÿ™‚

  18. Sascha Weber says:

    Too much content, a lot of stuff could be trimmed down. Almost no time to digest learnings , too few networking possibilities with other attendees. Hard even for the trainer. Thanks Michelle and Steve!

  19. Sean O'Flynn says:

    Some of the inclass exercises could have done with more time to complete. One section in the book was explained from the perspective of the other group, instead of the characteristics of each group. The course needs an extra study day ๐Ÿ™‚

  20. Dagny Skarbinski says:

    Take some days shorter. Some afternoons went into unneccesary details that could be read by participants. Longer time to complete group tasks as different understandings 30 mins to agree for 5 persons make incorrect data into presentation

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