Overview

The help desk team lead is the communication link between the team and the supervisor or manager as well as the first point of internal escalation for the customer.  In this course you will learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team.  This course is designed for front line team leads who want to develop their leadership skills.

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.

Agenda

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

Certification

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

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