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Service Desk Manager

About the Course

Course Duration: 4 days
Exam Fees Included

Price: £1185

This four-day Service Desk Manager course is focused on equipping support managers with the essential skills required to manage, improve and deliver a service desk function. The course also looks at support methodologies and technologies; tools utilised within the Service Desk; staffing considerations; social media in the service desk; Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and developing effective problem solving skills within the team. It is based upon the standards and objectives for SDI’s Service Desk & Support Manager qualification and ensures that students are provided with the knowledge, information and tools to take the SDI-M exam.

The SDI® Service Desk Manager course would suit candidates working in the following professions or areas:

·       Support Managers

·       Service Desk Managers

·       Client Managers

·       Desktop Managers

·       Customer Support Managers

·       Technical Support Managers

·       Service Centre Managers

The course consists of lectures, exercises, discussions, examination practice and technique and culminates with the examination.

Entry Requirements

Designed for both new and experienced service desk managers, team leaders and supervisors with between 3 and 5 years experience of the service desk environment.

The Exam

  • ·                Multiple choice·                60 questions per paper·                45 marks required to pass (out of 60 available) – 75%·                60 minutes duration·                Closed book.

Course Objectives

Functioning effectively as a Service Desk Manager requires a broad range of skills and abilities. These talents range from people-management abilities, relationship management and logistical awareness to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk & Support Management. The course also investigates the management of support methodologies and technologies and the tools utilised within the Service Desk and support teams.

After attendance on this course, candidates will recognise and understand the importance of understanding our customer’s expectations and perceptions, along with understanding the benefit of using SLAs effectively as a service quality improvement tool. Critically, candidates will learn about the importance of a reward and recognition strategy and identify some different methods of reward and recognition. Specifically, this course covers the following key Service Desk and Support Management Skills:

  • Implementation Planning
  • Operational Processes
  • People and Motivation
  • People Skills and Knowledge
  • Quality Assurance
  • Business Awareness and Interrelationships
  • Organisational Leadership
  • Professional Development

The Service Desk is fast becoming critical to the IT organisation; what was once seen as place to simply capture and deal with faults and issues has quickly become a strategic differentiator for many organisations.


Syllabus – Key points


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