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Who Can Benefit

Our training program is ideal for technical support managers, team leaders, and professionals aspiring to take on managerial roles within the technical support domain. It is also beneficial for organizations looking to upskill their technical support teams and enhance overall team performance.

Methodology

We employ a hands-on and practical approach to learning, combining real-world scenarios, case studies, and interactive sessions to ensure a comprehensive understanding of technical support management principles and effective team leadership strategies.

Your Career Growth

By enrolling in our program, you gain access to valuable insights, industry best practices, and a supportive network of professionals, all of which contribute to your professional development and career advancement in the technical support management field.

Program Overview

  1. Getting Ready!

    1. Confirm your interest

    2. Development Plan

  2. Getting Started!

    1. Define your Scope

    2. Team Scope

    3. Team Stages

    4. Team Structure

    5. Team Future

    6. Team Individual Profiles

  3. Team Management

    1. Managing Operations

      1. Capacity Planning

      2. The Queue

      3. Assignment Model

      4. Escalations

      5. Collaborations

      6. Handovers

      7. Special Customers

      8. Knowledge base

      9. Case Reviews

      10. Standard Operating Procedures

      11. Extra Miles

    2.  Managing KPIs

      1. Customer Satisfaction

      2. Response Rates

      3. Backlog Management, TTR, and LRT

      4. Logged and Status Hours

      5. Special KPIs/KBMs

    3. Group Meetings

      1. Stand Up

      2. Team Meeting

      3. Technical Huddle

      4. Business Review

      5. Functional Meetings

4. People Management

  1. ​Hiring

  2. On-boarding​

  3. Goals​

  4. Motivation​

  5. Evaluation

    1. ​PIP

    2. ​Promotion

  6. Compensation Reviews

  7. Stack Ranking

  8. Development Plans

  9. Career Path

  10. ​One-to-Ones

  11. Employee Satisfaction Surveys

 

5. In Position

  1. ​Feedback

  2. Team Development Plan

  3. ​Development

  4. Evaluation​

  5. ​Delegation

  6. Managing Up

  7. Stakeholders Management

  8. Next Role

  9. Manager Vs Leader

     

I - Exercises

  • 7 inclusive excercises that cover the essential tasks of a TSM.

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II - Roleplays

  • 12 interactive roleplays that cover several TSM daily activities

Our Experts

Our team of expert technical support leaders brings a wealth of knowledge, skills, and experience from various global organizations. With a proven track record managing diverse support teams across the globe, we are dedicated to providing exceptional service to learners facing technical challenges at all levels. Trust us to be your reliable partner in navigating the complexities of technical support manager role and the associated journey to become one.

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