Support Supervisor


This three day course provides training on the fundamentals of supervision relative to the technology support environment, while enhancing the inherent skills and knowledge of support supervisors. The course focuses on the leadership and management challenges facing supervisors in high technology support centres; establishing and managing goals; change management; teambuilding and achieving goals as a team; performance coaching and managing support productivity.

Who Should Attend

The Support Supervisor course is for experienced first line support supervisors or those who have just joined the management ranks.


Participants should currently be in a support supervisory role or plan to enter into a supervisory role within three months.


  • Understand facets of leadership in a support environment
  • Use a structured coaching process to drive improvement in team members
  • Understand basic support centre operations including metrics, escalations and staff planning
  • Set, monitor, document, and communicate performance goals and progress
  • Learn strategies to transition from peer to boss

More information

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

Certified Support Supervisors

The list of Certified Support Supervisors from around the world.


  1. Rakan A Almuhaizea says:

    This class it’s need more days because it’s not enough 3 days.

  2. Alex Strachan says:

    Steve used his own experiences to emphasise points made. Good course, thank you!

  3. Phelippe Matvienko-Sikar says:

    Student course book (page 7) Slide (agenda) missing module 9.

  4. Ralf Rischka says:

    Location was okay, but only water. Material is sometimes not good for non-native English speaking persons.

  5. Craig O'Neill says:

    The content was top quality but the experience of the presenter (Steve) was a great addition to give context to that content.

  6. John McKeever says:

    The practical application potential of this course is brilliant. I’ve got a lot of work to do 🙂

  7. Patrick Slattery says:

    Nice job overall, pace was good.

  8. Anita Nagle says:

    Having just started my team lead role over 6 months ago, I found this course very beneficial. All topics are relevant to my day to day work. I would be happy to recommend this class to my colleagues and hopefully one day complete the management training.

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