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HDI® Support Centre Manager (SCM)

  • Length 3 days
  • Price $2310 inc GST
  • Inclusions Exam voucher
Course overview
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Why study this course

This certification verifies that the support centre manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organisation while strategically aligning with the needs of the business. The support centre manager is responsible for executing the operational and tactical plans of the support organisation while satisfying customer and business needs.

Support Centre Manager training explores how the support centre’s strategy drives everything the support centre does: service delivery, infrastructure implementation, operational processes, workforce management, and support centre marketing.

Designed for both new and experienced support centre managers, this course helps support centre managers satisfy operational demands and build a support centre that aligns with the organisation, adds value to the business, and delivers on its commitments.

The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

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What you’ll learn

  • Characteristics of an effective support centre manager

  • How to create service level agreements, operational level agreements and standard operating procedures in support of a service catalogue

  • Steps to cost-benefit analysis, total cost of ownership and calculating return on investment

  • The relationships between IT service management processes

  • The difference between and the importance of strategic, tactical and operational planning

  • Benefits and challenges of self-service technologies

  • Processes for building and managing effective security policies

  • Staffing models

  • The value of outsourcing

  • Tactics for screening, hiring, training and managing high performance teams

  • The metrics and key performance indicators essential to your performance reporting


Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

  • Experienced technical support professionals who must manage all day-to-day functions as well as master critical performance and customer service strategies

  • Individuals who are preparing for the HDI Support Centre Manager certification

Course subjects

The Support Centre

  • The Evolution of Support

  • Support Centre Maturity

  • Successful Support Centres


  • Strategic Perspective

  • Business Alignment

  • SWOT

IT Financial Management

  • IT Financial Management

  • Cost, Value, and ROI

Technology and Service Support

  • Service Centre Infrastructure

  • Telephony Infrastructure

  • Support Delivery Methods

  • Service Management Systems

  • Selecting Service Desk Technology

Service Level Management

  • Service Level Management

Metrics and Quality Assurance

  • Support Metrics

  • Data Sources

  • Baselining and Benchmarking

  • Performance Reporting

  • Quality Assurance Programs

  • Measuring Customer Satisfaction

  • Measuring Employee Satisfaction

Support Centre Processes

  • Best Practices for Support

  • IT Service Management

  • The Service Desk

  • Service Operations

  • Service Design

  • Service Transition

  • Knowledge Management


  • SCM Responsibilities

  • Your Role as Leader

  • Manage Operations Effectively

  • Emotional Intelligence

  • Communication

  • Influence and Motivate

  • Integrity and Service Ethics

  • Growth

Workforce Management

  • Workforce Management

  • Staffing Models

  • Scheduling

  • Sourcing

  • Recruitment

Training and Retention

  • Fostering Relationships

  • Teamwork

  • Coaching

  • Peer Mentoring

  • Training

  • Rewards, Motivation, Retention

  • Performance Management

  • Career Development Planning

Promoting the Support Centre

  • What is Marketing?

  • Creating Internal Marketing




DDLS offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires DDLS to provide your details to HDAA for course registration purposes.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.