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.
Benefits
- 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.
137 Comments
This class it’s need more days because it’s not enough 3 days.
Steve used his own experiences to emphasise points made. Good course, thank you!
Student course book (page 7) Slide (agenda) missing module 9.
Location was okay, but only water. Material is sometimes not good for non-native English speaking persons.
The content was top quality but the experience of the presenter (Steve) was a great addition to give context to that content.
The practical application potential of this course is brilliant. I’ve got a lot of work to do 🙂
Nice job overall, pace was good.
Having just started my team lead role over 6 months ago, I found this course very beneficial. All topics are relevant to my day to day work. I would be happy to recommend this class to my colleagues and hopefully one day complete the management training.
Videos in day 1 are long
We could add the whole book as PDF for use over the PC/Laptop. If there is an online logni whch directs you to the material with logins, that would perfect. I really enjoyed this.
The course was informative and “on-point” for all aspects of my role. It was very well presented and Steve was helpful and patient when answering questions and discussing cases.
Steve you do a great job or promoting a positive view of work and life.
Too many platforms to register. In the description of the course it says that you need a laptop/notebook, which is not the case.
Very happy, have lots to take away and action in my role.
I did find it useful and interesting with practical examples provided
Not all topics were relevant to my role. I’d like to spend more time on the areas that impact me the most, such as coaching, commucnication, appraisals.
This is the second course I have attended and feel this one (as was the first) was perfect to support me in my current role and possible future roles. Steve makes 3 days of training very informative and relative to all involved.