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HDI® Support Centre Team Lead (SCTL)

  • Length 2 days
  • Price $1980 inc GST
  • Inclusions Exam voucher
Course overview
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Why study this course

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 organisation 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 Centre 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.

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.

Note: This HDI course currently has a price reduction for Virtual Instructor-Led Training (VILT) classes.

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What you’ll learn

  • Essential team lead management and leadership skills

  • The importance of service level agreements and operational level agreements

  • The ITIL® processes of incident, problem, change, release, asset and configuration management

  • An overview of security management and knowledge management

  • Strategies for managing conflict

  • The essentials of people management: hiring, scheduling, evaluating and retaining employees

  • An eight-step method for effective coaching

  • Proven team building and motivational techniques

  • Essential performance metrics and key performance indicators


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?

  • Senior Support Centre Analysts

  • Service Desk Analysts

  • Support Centre Team Leaders

  • Service Desk Team Leaders

  • IT Support staff intending to progress into more managerial roles

Course subjects

Support Centre Overview

  • The Evolution of the Support Centre

  • The Role of the Support Centre

  • The Role of the Support Centre Team Lead

  • Management Functions

  • Managing Relationships

Business Planning and Strategy

  • The Strategy of a Successful Support Centre

  • Service Level Agreements (SLAs)

  • Standard Operating Procedures (SPOs)

  • Business Alignment

Support Centre Processes

  • IT Service Management (ITSM)

  • ITIL® Service Support

  • Security Management

  • Knowledge Management

Service Delivery Methods and Technology

  • Service Delivery Methods

  • Telephony Systems

  • Service Management Systems

Recruitment and Training

  • People Management

  • Recruitment

  • Sourcing

  • Training and Professional Development

Communication and Coaching

  • The Communication Process

  • Cultural Sensitivity

  • Emotional Intelligence

  • Managing Conflict

  • Coaching

Teamwork and Retention

  • Teamwork

  • Motivation

  • Performance Management

  • Retention

Quality Assurance and Marketing

  • Quality Assurance

  • Performance Reporting

  • Marketing the Support Centre




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.