Service Desk Manager v8 (SDM)

Service Desk Manager (SDM)

An effective service desk manager is required to have a broad range of skills, including people-management abilities, marketing awareness, financial acumen and presentation savviness. The SDM qualification recognises an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. An SDM certified professional will be able to:

• Develop and deliver service desk and support strategies to fully support the organisation’s business strategy and objectives
• Demonstrate the key leadership and management competencies needed to be a successful Service Desk and Support Manager
• Interface the service desk with other IT functions, processes and standards to maximise the efficiency and effectiveness of IT
• Design, contract and deliver service desk processes and services for exceptional customer service and support

Who is it for?
Developed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practices and wish to head an effective support operation. Suitable for those with previous experience in a service desk environment.

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