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 2 Days
Delivery Blended, Classroom, Virtual Classroom
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: 2 Days

Domain: Information Management

Delivery Method: Blended, Classroom, Virtual Classroom

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

Unit 1: Support Center Overview

  • The Evolution of the Support Center
  • The Role of the Support Center


Unit 2: Role of the Support Center Team Lead

  • The Role of the Support Center Team Lead
  • Effective leadership
  • Emotional Intelligence
  • Managing Relationships


Unit 3: Business planning and Strategy

  • Strategic Perspective
  • Building a Service and Support Strategy
  • Service Level Management
  • Standard Operating Procedures
  • Business Alignment


Unit 4: Support Center Processes

  • Best Practices for Support
  • Service Operation
  • Additional Processes
  • Knowledge Management


Unit 5: Support Delivery Methods & Technology

  • Support Center Infrastructure
  • Support Tools & Communication Channels
  • Service Delivery Methods
  • Cloud Services
  • Service Management Systems


Unit 6: Workforce Management & Training

  • Workforce Management
  • Sourcing and Recruitment
  • Training


Unit 7: Communication & Coaching

  • Communication Skills
  • Global Awareness
  • Managing Conflict
  • Coaching

Unit 8: Teamwork, Motivation, & Retention

  • Teamwork
  • Motivation, Rewards, and Recognition
  • Performance Management
  • Retention


Unit 9: Metrics and Quality Assurance

  • Metrics
  • Quality Assurance
  • Using Surveys
  • Performance Reporting
  • Promoting 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