IT Support Pros is a Help Desk Institute Certified Training Center and provides certification classes year round.  Our current training courses includes the Help Desk Analyst class and the Help Desk Manager class.

HDI's Help Desk Manager

Gaining C-level management support, and effectively communicating the pivotal role of the help desk and support center to the organization is crucial to the support operation's success. The most successful support center managers have mastered the art of promoting the support organization to the executive team. Knowing how to build and deliver on service level agreements, working in partnership with other business units, and building and retaining great teams are characteristics of a well-managed and highly effective support organization. The HDI Help Desk Manager (HDM) Certification training program provides management with the insight, strategies, and skills necessary to promote their organizations - and their own career development. HDI Help Desk Manager Certification ensures its recipients have: Mastered the skills necessary to successfully manage service levels with customers and secondary support personnel An understanding of ROI concepts and principles Excellent financial skills Engaged themselves in change management and asset management Experience with workforce planning Tools to measure customer satisfaction An understanding of how to determine the appropriate use of technology Skills necessary to build and maintain high-performance teams through team building, career development, etc. Developed productive relationships with employees and the organization as a whole Is an effective advocate for the value of the support center with executive level management Who Should Attend This course is for individuals interested in HDI's Help Desk Manager (HDM) Certification, and is recommended for experienced help desk and support center supervisors, managers, and project managers who are responsible for day-to-day operations and have three to five years of experience. Course Description Support centers are the key connection between customers and other corporate departments, which means that successful managers must effectively manage relationships throughout their organization, including communicating the value of the support operation to C-level management. This course discusses in detail people and relationship management in a support center setting. This course is designed to provide senior level help desk professionals with the knowledge necessary to successfully manage the strategic and tactical aspects of their support organizations. Upon completion of the course, attendees will be prepared to pass HDI's HDM certification test. What You'll Learn Techniques for managing relationships across the enterprise How to plan and manage enhancements to the help desk organization Key processes for ensuring successful support center performance How to market your services internally/externally The latest technologies utilized in a service center Benefits of each of the service delivery models Outsourcing models and the value of each model Negotiation and conflict resolution/management skills Methods for building and maintaining high-performance teams How to build effective service level agreements Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees Value of mission/vision statements

TO REGISTER CLICK HERE

CALL US - 858.277.7119 EXT 4

EMAIL US  - info@itsupportpros.com   

               - sales@itsupportpros.com

*If there are 5 or less students registered, the class will be help in 2 days vs. 3 days.

Frequently asked questions:

Why should I get certification training and/or get certified?

·        Training includes best practices to perform your job

·        Be better prepared to take the HDI Certification Exam

·        Shows professional commitment

·        Gives you an edge in job security or promotion

·        Recognition by peers, employers and others in the industry

Do I have to take the class to take the exam?

·        No.  You can take the exam at any time.  The class offers an opportunity to be better prepared for the exam.

Where do I take the exam?

The exam is proctored by Prometric Testing Centers. Call 877-370-4093 for more information, or visit www.2test.com to determine the location nearest you. When scheduling an exam, please refer to the chart below to determine the appropriate test code:

If time passes between taking the class and taking the exam, can I retake the class?

If your original training was with IT Support Pros, you can retake the course at no cost.  If your original training was from another source, contact us for information on pricing

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