Gaining C-level management support, and effectively communicating the pivotal role of the Help Desk and support centre to the organisation, is crucial to the support operation's success. The most successful support centre managers have mastered the art of promoting the support organisation to the executive team.

Knowing how to build and deliver on service level agreements, working in partnership with other business units, and building and retaining great teams are characteristics of a well-managed and highly effective support organisation. This course discusses in detail people and relationship management in a support centre setting, and provides management with the insight, strategies and skills necessary to promote their organisations' and their own career development.

Upon completion of the course, attendees will be prepared to pass HDI's HDM certification test.