HDI® Desktop Support Manager

This courseware is available in a Virtual Classroom configuration.

Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to…

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Certificate HDI Desktop Support Manager (HDI-DSM)
Duration 3 Days
Delivery Blended, Classroom, Virtual Classroom
Accreditor HDI
Languages English

What is included in HDI® Desktop Support Manager

Course Description

Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs.

Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

Course Information

Certification: HDI Desktop Support Manager (HDI-DSM)

Duration: 3 Days

Domain: Information Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: HDI

Available Languages: English

Purchase Options: Pay Per Use Courseware


Experienced technical support professionals who must manage day-to-day functions of desktop support, as well as master critical performance and customer service strategies.

Individuals who are preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam.

Learning Objectives

At the end of this course, you will be able to know:

  • The characteristics of an effective desktop support manager.
  • How to create and deliver on service level agreements and operating level agreements.
  • How to align desktop support services with business strategy, objectives, and processes.
  • The importance of the relationships among IT service management processes.
  • The tactics for screening, hiring, training, and leading high-performance teams.
  • How to create an internal marketing culture to promote your desktop support services.
  • The metrics and key performance indicators essential to desktop support performance reporting.

Course Outline

Unit 1: Desktop Support

  • The Evolution of Support
  • Support Center Maturity
  • Successful Desktop Support


Unit 2: Strategy

  • Strategic Perspective
  • Business Alignment
  • SWOT


Unit 3: IT Financial Management

  • IT Financial Management
  • Cost, Value, and ROI


Unit 4: Support Delivery Methods and Technology

  • Service Desk Infrastructure
  • Telephony Infrastructure
  • Desktop Support Delivery Methods
  • Service Management Systems
  • Selecting Service Desk Technology


Unit 5: Service Level Management

  • Service Level Management


Unit 6: Metrics and Quality Assurance

  • Desktop Support Metrics
  • Data Sources
  • Baselining and Benchmarking
  • Performance Reporting
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Measuring Employee Satisfaction


Unit 7: Desktop Support Processes

  • Best Practices for Support
  • IT Service Management
  • The Service Desk
  • Service Operations
  • Service Design
  • Service Transition
  • Knowledge Management


Unit 8: Leadership

  • Your Responsibilities as a Desktop Support Manager
  • Your Role as Leader
  • Manage Operations Effectively
  • Emotional Intelligence
  • Communication
  • Influence & Motivate
  • Integrity & Service Ethics
  • Growth


Unit 9: Workforce Management

  • Workforce Management
  • Staffing Models
  • Scheduling
  • Sourcing
  • Recruitment


Unit 10: Training and Retention

  • Fostering Relationships
  • Teamwork
  • Coaching
  • Peer Mentoring
  • Training
  • Rewards, Motivation, Retention
  • Performance Management
  • Career Development Planning


Unit 11: Promoting Desktop Support

  • What is Marketing?
  • Creating Internal Marketing Culture
  • Marketing Opportunities

Delivery is subject to EdCast Marketplace terms and conditions.

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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank