In Desktop Support Manager training course, you will learn the operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.
By attending Desktop Support Manager workshop, delegates will learn:
- Characteristics of an effective desktop support manager
- How to create service level agreements, operating level agreements, and standard operating procedures in support of a service catalog
- Steps to cost-benefit analysis, total cost of ownership, and calculating return on investment
- The relationships between IT service management processes
- Desktop support technologies
- Processes for desktop support
- Staffing models
- Tactics for screening, hiring, training, and managing high-performance teams
- The metrics and key performance indicators essential to desktop support performance reporting
- This Desktop Support Manager class is intended for Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies