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HDI Support Center Team Lead


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 16 PDUs

Course Completion Certificates

Extensive documentation provided

Reimbursement guaranteed if the training is not satisfied

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

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.

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
●     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.

Day 1

●     Support Center Overview
●     Role of the Support Center Team Lead
●     Business planning and Strategy
●     Support Center Processes
●     Support Delivery Methods & Technology

Day 2

●     Workforce Management & Training
●     Communication & Coaching
●     Teamwork, Motivation, & Retention
●     Metrics and Quality Assurance
●     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.

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

We provide Course Materials, Course Completion Certificate and Refreshements

Do you provide Placements?

Placements are not guaranteed, however you can ask our trainer for the help as our trainer has contacts with corporate.

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 enrolment, 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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