Support Supervisor
Overview
This three day course provides training on the fundamentals of supervision relative to the technology support environment, while enhancing the inherent skills and knowledge of support supervisors. The course focuses on the leadership and management challenges facing supervisors in high technology support centres; establishing and managing goals; change management; teambuilding and achieving goals as a team; performance coaching and managing support productivity.
Who Should Attend
The Support Supervisor course is for experienced first line support supervisors or those who have just joined the management ranks.
Requirements
Participants should currently be in a support supervisory role or plan to enter into a supervisory role within three months.
Some of the training objectives…
- Understand facets of leadership in a support environment
- Use a structured coaching process to drive improvement in team members
- Understand basic support centre operations including metrics, escalations and staff planning
- Set, monitor, document, and communicate performance goals and progress
- Learn strategies to transition from peer to boss
Certified Support Supervisors
The list of Certified Support Supervisors from around the world.
172 Comments
A very relevant and enlightening course, superb delivery of the content and examples. Thank you Steve and Julie.
Handy having Julie on the course as gave a different point of view.
Professionally delivered. Information was related to subject matter.
The course was well paced and informative. Steve did a good job of keeping participants engaged. Throughout the course I was able to identify actions I could use with my team.
The talk was clear and easy to understand.
Really enjoyed the breakdown of the virtual class over 2 weeks in smaller sessions. Allowed time to digest the content before the next group of modules.
I was looking forward to attending the course in person, however, doing it online went far better then expected. I would of course have preferred the opportunity to be on-site to be able to share more experiences and do exercises together.
Fantastic class. Only suggestion is It will be really great if there will a class which fits student’s local time.
Steve Brand once again was an outstanding instructor. Hoping to have the opportunity to join another course soon.
The class was well presented and in an effective and logical manner . The class material is relevant to my job and its responsibilities. I would recommend to my colleagues. Thanks Steve!
Class was decided to be Virtual for us. Being one of the first companies doing it was a risk. But having the magnificent well communicated instructor that speaks the same language as we do it made it to a very insightful and educative course despite not being in person. Thank you
I really enjoyed the online version of class, and I did not feel that it would be much different than on in-room class. I learnt a lot and perfect experience!