Support Supervisor

Overview

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.

Requirements

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

Benefits

  • 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.

141 Comments

  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.

  9. Nahed Ashraf says:

    Videos in day 1 are long

  10. Ahmed Khafaga says:

    We could add the whole book as PDF for use over the PC/Laptop. If there is an online logni whch directs you to the material with logins, that would perfect. I really enjoyed this.

  11. Matt Wrench says:

    The course was informative and “on-point” for all aspects of my role. It was very well presented and Steve was helpful and patient when answering questions and discussing cases.

  12. Stephen Collin says:

    Steve you do a great job or promoting a positive view of work and life.

  13. Samuele Catalono says:

    Too many platforms to register. In the description of the course it says that you need a laptop/notebook, which is not the case.

  14. Neil Jones says:

    Very happy, have lots to take away and action in my role.

  15. Maciej Dudzinski says:

    I did find it useful and interesting with practical examples provided

  16. Stuart Grice says:

    Not all topics were relevant to my role. I’d like to spend more time on the areas that impact me the most, such as coaching, commucnication, appraisals.

  17. Lawrence Hebron says:

    This is the second course I have attended and feel this one (as was the first) was perfect to support me in my current role and possible future roles. Steve makes 3 days of training very informative and relative to all involved.

  18. Gillian Hollis-King says:

    Increased group interaction?

  19. Alan Holt says:

    Very relevant to the skills I’m trying to develop.

  20. Michael Wiesmann says:

    Big fan. Best thing this time was that the course provides a clear definition of what the job is in combination with the tips & the advice this makes the course a success. Only negative (minor) the videos used may start to look outdated any time soon.

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