Support Manager


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.


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.

Certified Support Managers

The list of Certified Support Managers from around the world.


  1. Dario Samarzija says:

    Instructor was amazing and very easy to follow. He made the complicated stuff very understandable. The class is filled with information, and sometimes it’s hard to digest everything. I.e financial performance and planning is at the end of the course […]

  2. Fredrik Persson says:

    Steve is a very good instructor with tons of experience that he shared in the class. I think the pre-reading should have been sent out earlier since most managers attending the class have very busy schedules. Perhaps you should also give an indication to future students that it is a considerable amount of pre-reading and time needs to be allocated for this purpose.It is probably more challenging for us who don’t have English as mother-tounge

  3. Ian Lohoar says:

    Excellent Course, very well presented, but a little too intensive. I think 5 days plus the exam would have been better.

  4. Lisa Wadley says:

    Brilliant instructor! Steve has so much knowledge which is relevant to the course! The exercises also help to reinforce concepts!

  5. Felix Kerger says:

    As always a lot of fun.

  6. Mark Roberts says:

    FANTASTIC instructor!! Less paper used would be appreciated by the planet! 🙂

  7. Monica Alba says:

    AMAZING course, the best training I have ever attended! Thank you, I feel you have enabled me to do my job better.

  8. Champa Sharma says:

    Steve is a great instructor.Thoroughly enjoyed it.He kept us engaged and always alert and focused with his personal experiences.Thank you Steve!!! One thing I would have personally liked is more time to go over the content at the end to help revision for the test.

  9. Hafiz Rehman says:

    Need more time to absorb material. Introduce some mechanic for some free text questions.

  10. José Antonio Gallardo Quevedo says:

    Steve was great and the contents were very useful. Definitely a lot of take aways. Great course, great instructor.

  11. Ken Wilkinson says:

    Steve is an outstanding instructor, excellent industry knowledge, brings the whole class forward together and creatives a true learning environment. Fantastic experience, I thoroughly enjoyed the course and learned so much.

  12. Gavin Daniel says:

    Modules excellently lead and explained by Steve (instructor). Clear instructions and examples given and the breakout sessions were fun and informative. Some examples didn’t work on Mac but that isn’t instructors fault.

  13. Bence Somlyo says:

    Thanks you Steve, it was a really great experience! 🙂

  14. Laura Navarro says:

    Steve way of teaching is just fantastic. Loved all his examples and how practical he has made it. So much learnt from him.. thanks!

  15. Delia Gheonea says:

    I absolutely loved the class and I feel it was extremely useful.

  16. Ronald Hofer says:

    The class was great and provided quite some info that will come in handy in the future

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