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
Certified Support Managers
The list of Certified Support Managers from around the world.
324 Comments
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!
Keep up the great job!
Maybe some more practical/group physical/team activities after lunch sessions.
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!
Steve made it very easy to take in the content, his teaching style is great! :o)