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Self-PacedIntermediate Certificate
First-Time Tech Support Manager: Leading IT Operations
Bridge the gap from technical expert to strategic leader with this comprehensive course on managing IT support teams.
8 hours
About this course
Designed for professionals transitioning from Tier 1 or Tier 2 support roles into management, this course provides the framework for operational excellence. It covers the transition of mindset from 'fixer' to 'enabler', the mastery of ITSM metrics, the art of coaching technical talent, and the ability to translate technical requirements into business value for leadership.
Learning objectives
- Execute the mindset shift from individual technical contributor to people manager.
- Implement core ITIL or similar ITSM operational frameworks within a help desk environment.
- Define, track, and report on KPIs that demonstrate business value rather than just activity volume.
- Develop coaching methodologies to improve team technical accuracy and soft skills.
- Bridge the communication gap between technical teams and non-technical business stakeholders.
Skills you'll build
Team LeadershipITSM/ITIL FundamentalsKPI DevelopmentIncident ManagementCoaching & Performance ManagementBusiness CommunicationProcess ImprovementKnowledge Management
$299.00$600.00
Duration8 hours
FormatSelf-Paced
GradesAll
LevelIntermediate
CertificateIncluded