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Pre-6: HDI Support Center Team Lead

Rebecca Gibson  (Consultant, Gibson Learning and Performance)

Date: Monday, November 8

Time: 8:30am - 3:30pm

Pass Type: 2-day Training + Standard Conference, 2-day Training Only - Get your pass now!

Track: 2-Day Preconference Training

Session Type: Training

Vault Recording: TBD

The support center team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer. In this workshop, participants will learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of a team’s day-to-day operational activities. This course is designed for support professionals who need to develop fundamental management and leadership skills.

You'll learn about:

  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL practices 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