Help Desk Training For Managers

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Gaining management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success. For this reason, the support center manager must act as a support leader and strategically align the support center to the organization.

This course focuses on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization.

Intended Audience: Support center managers and supervisors who manage both the strategic and tactical aspects of their organizations

Date & Time 8:30 AM to 4:30 PM – one hour off for lunch.

Location – Bellevue – SmartPath LLC, 2018 156th Ave NE, Bellevue WA 98007. Free parking, free coffee, free tea.

Parking is free. This location is about 15 minutes from Seattle. Bus stops at 156 Ave NE near the entrance across from Trader Joe’s. Turn by turn directions are at the bottom of this page.


Topics to be covered:

How to build a support center strategy that aligns with organizational needs

Formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction

Examining operations and developing process improvement plans

Identifying and developing the correct service culture

Support Center “Best Practices” and how to apply them

Support Center Metrics and how to use them

How to promote and market the value of the support center across the organization

Training and retention programs

Mentoring for high performance teams

Ways to manage customer perceptions and build strong internal relationships


Training Objectives – Day One

Participants will learn “how we got here” and review the issues that led to the rise of the Call Center.

Participants will share experiences from the “early years”.

Participants will be taught guidelines to use when designing support center plans, processes, and tools.

Participants will be taught guidelines to use when designing support center plans, processes, and tools.

The importance of aligning with business and customer needs will be examined.

Participants will become aware of customers service best practices.

Participants will discuss the facets of customer service best practices and how it applies to their situation.

Participants will learn specific strategies to implement best practices.

Participants will discuss the facets of customer service best practices and how it applies to their situation.

Participants will be taught guidelines to use when designing support center plans, processes, and tools.

Participants will understand the importance of aligning business with customer needs and align their service to the business strategic mission and goals.

Objectives – Day Two Participants will learn the elements that make up a strong service culture and will get practical advice on what can be done to promote one.

Support Services best practices will be reviewed and reinforced.

Participants will learn about the many kinds of metrics available, KPIs, and SLAs.

Specific strategies for determining, tracking and reporting on KPIs will be taught.


If for any reason there are not enough registrations for a class we reserve the right to cancel and refund your money. So far, we have not cancelled a class as yet.

Directions to SmartPath LLC, 2018 156Th Ave NE, Suite 100, Bellevue WA 98007.

Coming from the West

Take 520E towards Redmond

Take Exit 148th Ave South

Turn left onto NE 20th St

Left on 156th AVE NE

Turn right into first driveway

Go straight up the hill to the first stop sign. It's the next building on the left after the STOP sign. You can park to the right of the STOP sign or in front of the building. There is always plenty of parking and it's easy. We are in the Regus building in the Unigard Park. Parking is free.

Please fill in this form completely to pre-register. Thank you.

Please complete your registration interest in joining this Class by leaving your email address and telephone number only. We will email you when this class is guaranteed to run or call you if we can’t reach you by email. This class will be a guaranteed-to-run class with a minimum of three trainees. Once three people have shown registration interest we will send you the link to complete the registration and pay for the course.

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