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.

340 Comments

  1. David Lorenz says:

    Well done class with a very sympathetic and energetic teacher. I really enjoyed every bit of the session, although I was having a hard time following it as I still got too many distractions on the sidelines (kids, family, job) where an onsite training is most likely superior for my own needs.

    Yet again, very well done and I need to say thank you to Steve, who taught me more beyond what the course curriculum might bring.

    Thank you!

  2. Bhavesh Miyani says:

    Keep up the great job!

    Maybe some more practical/group physical/team activities after lunch sessions.

  3. Daniel Hackett says:

    Steve is clearly passionate about the subject and his enthusiasm shows. He makes the course material much more interesting as he gives real examples, theoretical scenarios, and related anecdotes. If you were demotivated as a support manager before the course, Steve and the learning process he provides will give you the kick start needed!

  4. Jason Crouch says:

    Steve made it very easy to take in the content, his teaching style is great! :o)

  5. Jolene Cusens says:

    Excellent course, Steve was born for this. The only thing I can say is that the amount of content in the short amount of time was insane (no one’s fault).

  6. Veruschka Moorcroft says:

    Thank you so much Steve! This course is absolutely brilliant and on day 2 I was already taking some notes back to my team!

  7. Luke Diggens says:

    I thought that doing the course over 2 weeks via Zoom would be difficult. However Steve made the whole experience engaging and interesting.

    I feel this course has helped me think about things in a different way, and it’s given me plently of content to progress.

    Thanks Steve, you were brilliant!

  8. Padraig McMahon says:

    Great learning for me , Steve was a great trainer and am glad i did it

  9. Sébastien Parat says:

    i believe the part for customer survey was a bit too long on my side, as we don’t manage customer survey at all. i have like the part for hiring, retention, coaching that i have found the most usefull for me

  10. Anton Sagat says:

    Thank you again for the great experience in the Support Manager training! Your know-how gave me a lot into my future career. I’ve learned a lot a I’ll continue implementing the gained knowledge in my organization.

  11. Dagmara Gącza-Błysz says:

    The parts of the training that involved mathematics were presented a little too fast hence difficult to follow. But in connection with the student book and the download materials (spreadsheets, calculators) they are still a very good basis for further learning .

  12. Hariharan Narasimhan says:

    Instructor (Steve Brand) was excellent. Given his vast experience in this area, he was always able to bring real examples which substantiated the course content and made it easier to understand.

  13. Antonio Iacoviello says:

    Excellent class. The material could be sent digitally instead of using a lot of paper.

  14. Waseem Aboliel says:

    Thank you Service Strategies & Steve Brand for the remarkable program! Valuable lessons learned!

  15. Ilona Ryneiskaya says:

    Steve has shared very useful materials that I can use and going to use in my day to day operations. Thanks to everyone involved, this was an amazing journey!

  16. Bogdan Ciobanu says:

    Thank you very much for this amazing class, Steve! What I learned from you in the past two weeks will help me improve a lot as a leader. Brilliantly structured and presented, good pace, great atmosphere in class. Also, thank you for all the additional reading recommendations and the tools you provided, already started to work on my radar charts 🙂 I hope I will get the chance to take another one of your classes in the future! All the best!

  17. Gautier Pieton says:

    It was by far the best training I have taken so far. A clever mix of theory, real-life examples and practice. Steve is an excellent trainer.
    It was a challenge to devote time to this training in addition to the endless daily work, but I really don’t regret it.

  18. Fernando González says:

    Fantastic! I’ve already recommended it to one of our distributors 🙂

  19. Benjamin Moelleken says:

    I like the idea of using the Kahoot quiz, but next time a little more extra time to provide an answer 🙂 as for non native English speakers, it needs a little more time to read the questions and available answers

  20. Andrea Crovato says:

    Since English is not my native language, I really appreciated Steve simple way of talking. I would recommend this course to colleagues.

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