Overview
This four-day course equips both new and experienced service desk managers, team leaders, and supervisors with the leadership, operational, and strategic skills needed to run a high performing service desk. The curriculum covers people management, processes, metrics, tools, and alignment with business objectives. It aligns with SDI’s Service Desk Manager standards and prepares delegates for the SDM exam.
Prerequisites
It is strongly recommended that delegates have more than three years of experience in a service desk environment before attending this course.
Target audience
This course is intended for service desk managers, aspiring managers, team leads, or supervisors who wish to enhance their leadership and operational capabilities. Ideal participants typically have 3–5 years of experience within a support or service desk context.
Learning Outcomes
By the end of the course, delegates will:
- Gain a thorough grounding in the skills to build, lead, motivate, and manage a service desk team
- Understand practical tools, standards, and management tips for service desk operations
- Acquire an overview of IT service management best practices relevant to the role
- Be positioned to achieve the internationally recognized Service Desk Manager qualification
Course Outline
Building the right conceptual model
- Role of support in organisational strategy
- Designing a support organisation using best practices
- Key elements required for a successful service desk
Business integration
- Aligning IT and business strategies
- Defining goals, objectives, and management reporting
- Ensuring staff understand their strategic role
Service culture
- Understanding customer expectations and perceptions
- Using SLAs as improvement tools
- Reward and recognition strategies
Implementation planning
- Developing project plans for setting up or redesigning a service desk
- Prioritising and integrating ITSM processes (incidents, change, problem, etc.)
- Using knowledge management and change control effectively
Operational processes
- Clear and efficient process definition
- Root cause analysis and process interfaces
- Metrics and reporting in support environments
People and motivation
- Motivational theories applied to service teams
- Key skills, attributes, and work environment impacts on behaviour
People skills and knowledge
- Categorising required staff competencies
- Identifying how staff gain skills and knowledge
Quality assurance
- QA practices for assessing and improving service delivery
- Benchmarking and performance evaluation
Tools and technologies
- Key support tools and their benefits/pitfalls
- Knowledge tools and service desk platforms
- Use cases for self-service, automation, and AI
Business mastery
- Service desk’s role in broader organisational objectives
- Financial awareness and business acumen for service desk managers
Organisational leadership
- Recruitment, retention, and staff development strategies
- Leadership qualities and development for service teams
Professional development
- Time management and continuous learning
- Staff assessment, development, and behaviour modelling
Exams and assessments
Delegates who complete the course and exam become qualified as SDI Service Desk Managers. The examination is delivered via PeopleCert (online proctoring). Delegates are required to:
- Use the exam voucher provided by QA to schedule their exam
- Sit a 60minute, closedbook exam
- Achieve a pass mark of 65%
Please note: All PeopleCert Global Best Practice certifications must be renewed every three years.
Hands-on learning
Learners will participate in:
- Scenario workshops applying management frameworks, process design, and metrics
- Group exercises in alignment, planning, and stakeholder reporting
- Roleplays for leadership, conflict resolution, and staff development
- Tool evaluation exercises and automation planning
- Peer feedback and reflection on how to embed course lessons into existing service desk operations
Why choose QA
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.