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…
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Certified Support Managers
The list of Certified Support Managers from around the world.
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.
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.
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.
I really enjoyed the course and the way it was delivered with the varied mix of the breakout rooms. Course content was delivered in a relaxed, informative manner with many examples which made it more relevant. Materials were also much needed and something that I will be returning to during my time in the role to reinforce the training and ensure I am full-filling the role.
The SGSA Technical Support Manager course is by far one of the best I’ve done and I’ve used so much of it since to make a difference at work – thanks for all that you do SGSA!
Excellent course. I would suggest that when Managers are sent on this course the company sending them is advised Strongly to give Managers a days leave to revise and do the test and homework. The user could distribute the time as they see fit but it would help.
Great course overall!
Steve is an amazing instructor and leader. He presented the content very clearly which made everything simple to understand.
The materials were excellent including both theoretical and practical info. I really liked the fact that the course is hands-on and provides some best practices.
It was a pleasure attending the Support Manager training as I learned quite a lot about leadership and manager performance and operations.
Steve is just wonderful. I admire him so much. Keep him at a high motivation level, he deserves it!