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HDI® Support Centre Team Lead (SCTL)

  • Length 2 days
  • Price  $1782 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.

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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


HDI at Lumify Work

HDAA is the Australasian Gold Partner of HDI, the leading events and services organisation empowering the technical support and service management industry and its people.

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.

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




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

Terms & Conditions

The supply of this course by Lumify Work 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.

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