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HDI Support Center Team Lead (SCTL)

HDI Support Center Team Lead

Training Course Duration:  2 days 

Public, Online, Onsite Training

Prerequisites: None 
Certification: HDI 
Certification Exam Information
Register for a Public Course  
Enquire about Onsite Training 
  Take Online Course

Training Course Overview

This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development.

The support centre 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.

Support Center Team Lead 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.

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This training course focuses on:

  • Essential team lead management & leadership skills;
  • The importance of service level agreements & operational level agreements;
  • The ITIL® processes of incident, problem, change, release, asset & configuration management;
  • An overview of security management & knowledge management;
  • Strategies for managing conflict;
  • The essentials of people management: hiring, scheduling, evaluating & retaining employees;
  • An eight-step method for effective coaching;
  • Proven team building & motivational techniques; &
  • Essential performance metrics & key performance indicators.

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Training Course Outline:

Unit 1:
Support Center Overview
  Unit 5:
Recruitment & Training
- The Evolution of the Support Center
- The Role of the Support Center
- The Role of the Support Center Team Lead
- Management Functions
- Managing Relationships
  - People Management
- Recruitment
- Sourcing
- Training & Professional Development
Unit 2:
Business Planning & Strategy
  Unit 6:
Communication & Coaching
- The Strategy of a Successful Support Center
- Service Level Agreements (SLAs)
- Standard Operating Procedures (SPOs)
- Business Alignment
  - The Communication Process
- Cultural Sensitivity
- Emotional Intelligence
- Managing Conflict
- Coaching
Unit 3:
Support Center Processes
  Unit 7:
Teamwork & Retention
- IT Service Management (ITSM)
- ITIL Service Support
- Security Management
- Knowledge Management
  - Teamwork
- Motivation
- Performance Management
- Retention
Unit 4:
Service Delivery Methods & Technology
  Unit 8:
Quality Assurance & Marketing
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
  - Quality assurance
- Performance Reporting
- Marketing the Support Center

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Who Should Attend:

  • Senior Support Center Analysts;
  • Service Desk Analysts;
  • Support Center Team Leaders;
  • Service Desk Team Leaders; &
  • IT Support staff intending to progress into more managerial roles.

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Further Details:

The HDI Certification Exam is included in all HDAA's HDI Public & Online Training Course pricing.

For pricing please to go to our Price Guide and apply appropriate member level discount or contact HDAA for an On-site Training Quote on T: 1300 130 447.


- View our Training Calendar.

- View our Training Courses.

- View our Learning Methods.

- View our Exam Information.

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Cancellation & Transfer Policy

For more information, please contact HDAA on T: 1300 130 447.

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