HDI® Support Center Manager (SCM) Course

Develop the skills and expertise needed to manage a high-performing IT support center with the HDI Support Center Manager (HDI-SCM) eLearning course. Learn industry best practices for delivering exceptional service, managing teams, and measuring performance.

HDI® Support Center Manager (SCM) Course

Course Overview

The HDI Support Center Manager (HDI-SCM) certification course equips participants with the knowledge and skills to successfully manage an IT support center. This comprehensive program focuses on key areas such as service delivery, performance measurement, workforce management, and customer satisfaction. By aligning with industry best practices, participants will gain practical insights into optimizing support center operations, managing teams, and driving service excellence.

Target Audience

This course is designed for:

Current and aspiring support center managers.
IT professionals transitioning into leadership roles.
Service desk team leads looking to enhance their managerial skills.
Professionals seeking HDI-SCM certification for career advancement.

Prerequisite

No specific prerequisites are required. Experience in IT support or management roles is recommended. Familiarity with support center operations and concepts is beneficial but not mandatory.

Learning Objectives

Upon completing this course, participants will be able to:

Define the role and responsibilities of a support center manager.
Apply best practices for workforce management, performance measurement, and service delivery.
Develop strategies to improve customer satisfaction and operational efficiency.
Design and implement policies, procedures, and workflows for support center success.
Utilize key metrics to monitor and enhance support center performance.
Foster collaboration and team development within the support center environment.

Course Modules

Unit 1: The Support Center

Unit 2: Strategy

Unit 3: IT Financial Management

Unit 4: Technology and Service Support

Unit 5: Service Level Management

Unit 6: Metrics and Quality Assurance

Unit 7: Support Center Processes

Unit 8: Leadership

Unit 9: Workforce Management

Unit 10: Training and Retention

Module 11: Promoting the Support Center

Exam Detail

Key Details

Access: All learners are provided a 12-week window to complete the exam through the HDI Community Learning Center.
Format: Online, delivered via the HDI Community Learning Center.
Content: Based on the HDI Certification Standard.
Structure:
- 65 multiple-choice questions.
- 75-minute time limit.
- A minimum passing score of 80% is required unless otherwise noted.

Certification and Benefits

Certificate: Individuals who achieve a passing score will receive a certification from HDI.
Recognition: Successful candidates will receive a credentialing logo to display on business cards, email signatures, and other professional materials.

Choose Your Training Options

Self-Paced Learning

$1,200.00 EX GST

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Instructor-led training

$2,100.00 EX GSTAdd to cart