SDI® Service Desk Manager

Transform into a dynamic service desk leader with the SDI® Service Desk Manager course. Gain comprehensive skills in team management, service improvement, and operational excellence, and earn an internationally recognized qualification.

> 65,000

students trained since 2001

> 60,000

professionals certified

Experienced consultants

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Category
IT Service Management

Certificate
SDI® Service Desk Manager

Duration
4-days

Elevate Your Leadership with the SDI® Service Desk Manager Course

The SDI® Service Desk Manager training is a specialized program aimed at current and aspiring service desk managers and supervisors focused on enhancing their managerial capabilities and driving operational excellence.

Over an interactive four-day course, participants delve into the realms of service desk management, acquiring the essential skills needed to lead and sustain a highly efficient service team.

What Sets This Course Apart

  • Comprehensive Curriculum: Explore a broad spectrum of service desk management domains including strategy, leadership, employee development, ITSM processes, and technology tools.
  • Practical Application: Engage in group exercises and discussions that incorporate real-life scenarios, facilitating a deeper understanding of course concepts and their application in a modern service desk setting.
  • Industry Standards Alignment: The course aligns with SDI’s Service Desk Manager standards, focusing on strategic role, management competencies, business integration, operations management, and team development.
  • Internationally Recognized Certification: Completing the course prepares you for the PeopleCert SDM examination, offering you a qualification that underscores your expertise and commitment to service desk management excellence.
SDI® Service Desk Qualification Scheme
SDI® Service Desk Qualification Scheme

What you will learn

After completing the SDI® Service Desk Manager course, you will:

  • Possess a robust set of skills to lead, motivate, and manage a service desk team effectively.
  • Have a complete toolkit for service desk management, covering strategic planning, leadership techniques, service improvement initiatives, and more.
  • Be ready to achieve an internationally recognized SDM qualification from PeopleCert.

Who Should Attend

This course is ideal for existing and future service desk managers and supervisors seeking to deepen their understanding of service desk management best practices and lead an effective support operation. It’s particularly beneficial for those with at least three years of service desk experience.

Step into a leadership role with confidence and skill. Join the SDI® Service Desk Manager course and pave the way for a thriving service desk that meets the demands of the modern IT support landscape.

Course Delivery
Classroom or Virtual Classroom

What’s included

  • Service Desk Manager workbook
  • Exam voucher
  • Free refresher course**

Prerequisites
A minimum of 1–3 years of experience in service desk management is recommended.

About the Examination

  • The exam is closed book with 60 multiple-choice questions.
  • At least 39 correct answers (39 of 60) are required to pass the examination
  • The exam lasts 60 minutes.
  • The exam can be taken online.

Exam Body
PeopleCert

** Terms & conditions applied.
HRDC Claimable

HRDC Claimable Training: Invest in Your Future!

Did you know? All our trainings are eligible for HRDC claiming.

What our clients say

"The training sessions were captivating, and our trainer was excellent in addressing our questions."
Fadhli, a Global IT solutions provider.
"I greatly enjoyed this training; it was highly beneficial. The trainer provided ample examples and shared valuable experiences. Engaging activities enhanced our understanding. Thank you!"
Adeline, a Global IT solutions provider.

Concepts Covered

Concept 1: The Strategic Role of the Service Desk
    • The Service Desk
    • Vision and Mission Statements
    • Service Desk Best Practices
    • Global Service Desk Perspective
    • Service Ethics
    • Social Responsibility
    • The role of the Service Desk and Support Manager
    • Business Knowledge
    • Strategic Development
    • Financial Management
    • Organizational Change Management
    • Project Management
    • Communication Skills
    • Listening Skills
    • Information Gathering Methods
    • Negotiation Skills
    • Implementing Strategic Vision
    • Sourcing Models
    • Promoting the Service Desk
Concept 4: Operational Management
    • Information Technology Service Management (ITSM)
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • IT Change Management
    • Release and Deployment Management
    • Service Asset and Configuration Management (SACM)
    • Knowledge Management
    • Information Security and Access Management
    • IT Service Continuity Management
    • Service Catalog Management
    • Service Level Management
    • Quality Assurance Programs
    • Structure Models for Service Delivery
    • Service Desk Critical Success Factors (CSFs) Key Performance Indicators (KPIs) and Metrics
    • Resource Management
    • Service Desk Infrastructure
    • Service Management Systems
    • Telephony
    • Computer Telephony Integration (CTI)
    • Support Delivery Tools and Methodologies
    • Telephone Support
    • On-site (Desk-side) Support
    • Electronic Support Tools
    • Self-service
    • Self-healing
    • Cloud Computing
    • Social Media and Social Collaboration
    • Recruitment
    • Staff Induction and Training
    • Retention
    • Management
    • Leadership
    • Teamwork
    • Professional Development
    • Coaching
    • Mentoring
    • Stress Management

Training Schedules

Showing 1 - 3 out of 3

Page 1 out of 1

Training Price Pax Enroll
SDI® Service Desk Manager
27-30 Apr 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM6,480.00
SDI® Service Desk Manager
29 Jun-2 Jul 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM6,480.00
SDI® Service Desk Manager
28 Sep-1 Oct 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM6,480.00
* Taxes are included in all prices.
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