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.
160 Comments
The personal stories and humanistic element works well
More exercises with other attendees.
More interactive
Steve puts some really good examples which makes learning easy & fun!!
Material looks old, look & feel is old school. Copyright still says 2014!!
I understand and agree that management is fair practise and nothing new over the last decades, but, I liked your experiences with past & current teams and was able to relate better.
Trainer is excellent in delivering quality training and kept the interest level high. Suggestion is to get the certification recognised worldwide.
Good and helpful for new supervisor. Thanks for that,
Steve has excellent influencing during the training. The course made me think a lot different. It started making me feel more responsible than before. Thank you Steve! You are awesome!!!
On the deck the information was not the same as Steve told us. For example set objectives with SMART
Insightful & could relate to my job so all good. Videos can be more “modern”.
It’s a great training, I got everything I want from it.
No comments needed, the class was fantastic!! I would highly recommend it.
Great class and instructor. Clear and concise message and knowledge.
Videos were outdated, would be nice to have more modern ones
Felt that some of the material wasn’t relevant to our business (supervising Field Support/Service Engineers) so this made it difficult to relate to.
It might be a good idea to have the student manual in pdf form so I can use my iPad
Excellent presentation, clear & concise. No real negatives, some supporting material is a little dated (visually speaking). Overall very informative and well structured.
Probably worth to have one to one with the instructor to share lines to focus and answer questions
Would have preferred more focus on group activities to display ideas through active participation – but understand there is a lot to get through and that’s how I like to learn personally 🙂