Overview
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.
Requirements
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.
Benefits
- Manage dynamics of change within the support centre
- Enhance leadership skills
- Effective staff utilisation
- Increase support centre morale and retention
Certified Support Managers
The list of Certified Support Managers from around the world.
264 Comments
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
Instructor was very innovative while making every point I understand. It helped a lot in understanding course content.
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.
Thank you & I felt it was very useful and I will be using most of the concepts in my daily work.