Help Desk Team Lead Training and Certification
Instructor led 2-day training & certification exam, $1695


The customer support team lead serves many important roles in the support center.  For help desk customers, the support team leader is a customer advocate.  For support center professionals, the team leader is a organizational role model and a source of instruction, motivation, inspiration, guidance, and confidence.  And, for the organization, the team leader is management's agent for communicating and effecting company strategy and initiatives at the team level.  For these reasons, a team lead must be technically savvy, customer-focused, and also be able to step away from the day-to-day operations to initiate change and process improvement.

This two-day instructor-led training course is designed to reinforce core concepts and provide skill-building opportunities.  Additional role-playing exercises and relevant group interaction with dynamic instruction ensures a powerful and comprehensive learning experience.

What You Will Learn

  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team building and motivational techniques
  • Essential performance metrics and key performance indicators

Following completion of the course, participants will have an opportunity to take the Team Lead certification exam.  Certification ensures that support professionals possess advanced skills for providing excellent customer care, as well as an established and highly marketable skill set that will be valued by management in performance and salary evaluation.  Becoming a Certified Team Lead also provides a career boost, heightening your confidence and motivation.  And, customers, peers, and management will respect your credentials.

Who Should Participate

This course is for technical support professionals who must understand support center processes and best practices and master important daily functions, such as quality assurance monitoring, coaching, and escalation management.


Overview of the Help Desk

  • Evolution of the Help Desk
  • Role of the Help Desk
  • Role of the Team Lead
  • Management Functions
  • Managing Relationships

Business Planning and Strategy

  • Strategy of a Help Desk
  • Service Level Agreements
  • Standard Operating Procedures
  • Business Alignment

Help Desk Processes

  • IT Service Management
  • ITIL Service Support
  • Security Management
  • Knowledge Management

Service Delivery Methods and Technology

  • Service Delivery Methods
  • Telephony Systems
  • Service Management Systems

Recruitment and Training

  • People Management
  • Recruitment
  • Sourcing
  • Training

Communication and Coaching

  • Communication Skills
  • Cultural Sensitivity
  • Emotional Intelligence
  • Managing Conflict
  • Coaching

Teamwork and Retention

  • Teamwork
  • Motivation
  • Performance Management
  • Retention

Quality Assurance and Marketing

  • Quality Assurance
  • Performance Report
  • Marketing the Help Desk

Dates, Locations and Registration

Recommended Follow-on Courses:

Virtual Support Professional Training and Certification

ITIL Foundations

Certified Field Service Professional


Training & Certification:
   w Call Center
   w IT Support Center
   w ITIL
   w Help Desk

   w Telecom

Call Center Operations
Technical Support
Call Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics / Benchmarking
Hiring & Retention
Outbound Telesales
Novelty Gifts & Humor
Half-Priced Books

Subject Index
Catalog Index

Shipping Options
About Us
Contact Us


Once the course is completed, you have an opportunity to earn your Team Lead certification.  The Team Lead certification exam is included in your purchase, and you must take the exam within 12 weeks of course completion.

The Team Lead Certification consists of two parts: class attendance and a certification exam. The exam covers the help desk practices and processes presented in class and is available on the web. Should you fail to achieve passing marks, an instructor will review your exams with you and help you plan for success on your next attempt.

Registration Fees

The per student registration fee for this option is $1695.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
Mar 20-21, 2017 Washington, DC Location To Be Assigned
Mar 20-21, 2017 Dallas, TX Location To Be Assigned
May 8-9, 2017 Washington, DC Location To Be Assigned
Jun 1-2, 2017 8:30 AM-4:30 PM ET Virtual Classroom
Jun 19-20, 2017 Atlanta, GA Location To Be Assigned
Aug 28-29, 2017 Washington, DC Location To Be Assigned
Nov 13-14, 2017 Chicago, IL Location To Be Assigned

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Terms & Conditions

Payment is due prior to the seminar.

Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.

Public Training Terms & Conditions

Seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $100. Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive training credit, less administrative fees of $100 toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

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