HDI® Support Center Team Lead

This courseware is available in a Virtual Classroom configuration.

Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for…

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Certificate HDI Support Center Team Lead (HDI-SCTL)
Duration 10-12 Hours
Delivery Online
Accreditor HDI
Languages English

What is included in HDI® Support Center Team Lead

Course Description

Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer.

HDI Support Center Team Lead (HDI-SCTL) training ensures that participants 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 support professionals who need to develop fundamental management and leadership skills.

Course Information

Certification: HDI Support Center Team Lead (HDI-SCTL)

Duration: 10-12 Hours

Domain: Information Management

Delivery Method: Online

Accreditor: HDI

Available Languages: English

Purchase Options:


  • Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation.
  • Individuals who are preparing for the HDI Support Center Team Lead certification exam.

Learning Objectives

  • Essential team lead management and leadership skills.
  • The importance of service level agreements, and operating 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.

Course Outline


Module 1:  Support Center Overview Module 2: Business Planning and Strategy
The Evolution the Support Center Strategy of a Support Center
The Role of the Support Center Service Level Agreements
The Role of the Team Lead Standard Operating Procedures
Management Functions Business Alignment
Managing Relationships


Module 3: Support Center Processes Module 4: Service Delivery Methods and


IT Service Management Service Delivery Methods
ITIL Service Support Telephony Systems
Security Management Service Management Systems
Knowledge Management


Module 5: Recruitment and Training Module 6: Communication and Coaching
People Management Communication Skills
Recruitment Cultural Sensitivity
Sourcing Emotional Intelligence
Training Managing Conflict


Module 7:  Teamwork and Retention Module 8: Quality Assurance and Marketing
Teamwork Quality Assurance
Motivation Performance Reporting
Performance Management Marketing the Support Center

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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