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

More information

To request a course brochure, please complete our Contact Us form.

Certified Support Supervisors

The list of Certified Support Supervisors from around the world.

160 Comments

  1. Thomas Mackenzie says:

    The personal stories and humanistic element works well

  2. Hariharan Narasimhan says:

    More exercises with other attendees.

  3. Ken Yim says:

    More interactive

  4. Nishant Yadav says:

    Steve puts some really good examples which makes learning easy & fun!!

  5. Anshul Dewan says:

    Material looks old, look & feel is old school. Copyright still says 2014!!

  6. Sandeep Parthasarathy says:

    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.

  7. Avik Roy says:

    Trainer is excellent in delivering quality training and kept the interest level high. Suggestion is to get the certification recognised worldwide.

  8. Senthil Kumark says:

    Good and helpful for new supervisor. Thanks for that,

  9. Varun Arra says:

    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!!!

  10. Arturo De La Rosa says:

    On the deck the information was not the same as Steve told us. For example set objectives with SMART

  11. Kiran Ponnappan says:

    Insightful & could relate to my job so all good. Videos can be more “modern”.

  12. Felix Tong says:

    It’s a great training, I got everything I want from it.

  13. Shane Devereux says:

    No comments needed, the class was fantastic!! I would highly recommend it.

  14. PJ Colfer says:

    Great class and instructor. Clear and concise message and knowledge.

  15. Natalia Fusciardi says:

    Videos were outdated, would be nice to have more modern ones

  16. Gareth Harrold says:

    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.

  17. Shital Patel says:

    It might be a good idea to have the student manual in pdf form so I can use my iPad

  18. Phil Moran says:

    Excellent presentation, clear & concise. No real negatives, some supporting material is a little dated (visually speaking). Overall very informative and well structured.

  19. Moez Jelassi says:

    Probably worth to have one to one with the instructor to share lines to focus and answer questions

  20. Bronte Coyne says:

    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 🙂

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