Support Manager

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.

Some of the training objectives…

  • 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.

Click here for public class dates.

Certified Support Managers

The list of Certified Support Managers from around the world.

343 Comments

  1. Akash N Jain says:

    Steve was amazing as instructor – the examples made us relate and engrave the suggestions.
    The breakout rooms & case studies made us gain the confidence in defining strategies.

  2. Jonathan Perrott says:

    Really enjoyed the class and the content that was covered.
    While some aspects were outside the scope of my role, for the most part it was really relevant and enjoyable.

  3. Lionel Petit says:

    The training covers a lot of topics and most of them are related to my day to day work. It will help me in my day to day work. The trainer was very good, giving lots of examples. I did not like the activities very much. I always had the feeling we were running after time. We did not get enough time to think.

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