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HDI Desktop Support Manager


Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.


Our Corporate training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.


Catering to the demands of busy professionals, our virtual training programs are as effective as face-to-face learning.


High quality training from Certified & Industry Experts

Earn 24 PDUs

Course Completion Certificates

Reimbursement guaranteed if the training is not satisfied

Extensive documentation provided

Our approach is both practical and inspirational. Our training is carefully designed and tested to develop the key skills and confidence needed while being highly participatory and fun

Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs. Designed for both new and experienced desktop support managers, this Course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

Unit 1 : Desktop Support

●     The Evolution of Support
●     Support Center Maturity
●     Successful Desktop Support

Unit 2 : Strategy

●     Strategic Perspective
●     Business Alignment
●     SWOT

Unit 3 : IT Financial Management

●     IT Financial Management
●     Cost, Value, and ROI

Unit 4 : Support Delivery Methods and Technology

●     Service Desk Infrastructure
●     Telephony Infrastructure
●     Desktop Support Delivery Methods
●     Service Management Systems
●     Selecting Service Desk Technology

Unit 5 : Service Level Management

●     Service Level Management

Unit 6 : Metrics and Quality Assurance

●     Desktop Support Metrics
●     Data Sources
●     Baselining and Benchmarking
●     Performance Reporting
●     Quality Assurance Programs
●     Measuring Customer Satisfaction
●     Measuring Employee Satisfaction

Unit 7 : Desktop Support Processes

●     Best Practices for Support
●     IT Service Management
●     The Service Desk
●     Service Operations
●     Service Design
●     Service Transition
●     Knowledge Management

Unit 8 : Leadership

●     Your Responsibilities as a Desktop Support Manager
●     Your Role as Leader
●     Manage Operations Effectively
●     Emotional Intelligence
●     Communication
●     Influence & Motivate
●     Integrity & Service Ethics
●     Growth

Unit 9 : Workforce Management

●     Workforce Management
●     Staffing Models
●     Scheduling
●     Sourcing
●     Recruitment

Unit 10 : Training and Retention

●     Fostering Relationships
●     Teamwork
●     Coaching
●     Peer Mentoring
●     Training
●     Rewards, Motivation, Retention
●     Performance Management
●     Career Development Planning

Unit 11 : Promoting Desktop Support

●     What is Marketing?
●     Creating Internal Marketing Culture
●     Marketing Opportunities
●     Characteristics of an effective desktop support manager
●     How to create and deliver on service level agreements and operating level agreements
●     How to align desktop support services with business strategy, Objectives, and Processes
●     The importance of the relationships among IT service Management Processes
●     Tactics for screening, hiring, training, and leading high-performance teams
●     How to create an internal marketing culture to promote your desktop support services
●     The metrics and key performance indicators essential to desktop support performance reporting

Day 1

●     Desktop Support
●     Strategy
●     IT Financial Management
●     Support Delivery Methods and Technology

Day 2

●     Service level Management
●     Metrics and Quality Assurance
●     Desktop Support Processes
●     Leadership

Day 3

●     Workforce Management
●     Training and Retention
●     Promoting Desktop Support

Experienced technical support professionals who must manage day-to-day functions of desktop support, as well as master critical performance and customer service strategies. Individuals who are preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam.

What Does Mangates provide me on the day of the course?

We provide Course Materials, Course Completion Certificate and Refreshements

What experience does Instructor has?

All our Instructors are Certified & Industry Experts and they have years of experience in the same filed.

Do you provide a group discount for classroom training programs?

We do Provide Group Discounts such as 10% for group of 3, 15% for group of 5 and 20% for the group of 10 people.

If I cancel my Enrollment, how can I claim my Refund?

You can request a refund by sending an email to and within 7 working days you get your money back.

Mangates Tech Solutions Pvt Ltd is an Affiliate of ITpreneurs Nederland B.V, an Accredited Training Organisations of the APMG Group Limited for the following products AgilePM®, APMG-International Managing Benefits™, APMG-International Change Management™, COBIT®5, and APMG-International™ ISO/IEC 20000

Contact Us

USA/Canada: +1 469 666 9332
Australia: + 61(0) 2 80155605


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