Help Desk Manager Cert


Due to ever increasing demand and its utility Help Desk Managers are in great demand and hence Help Desk Manager Cert. Both Apple and Microsoft recently have unveiled help desk-focused certifications, a potential boon for end users who will have more places to turn to for competent help. Plus these new titles can be used as a learning blueprint by individuals seeking to expand their operating system skills beyond the everyday level. Nortel and Check Point have new offerings as well, and IBM has resurrected a batch of retired exams.


Now let’s see why Help Desk Manager Cert is important and how and where to get it. Gaining C-level management support and effectively communicating the pivotal role of the help desk and support center to the organization is crucial to the support operation’s success. The most successful support center managers have mastered the art of promoting the support organization to the executive team. Knowing how to build and deliver on service level agreements, working in partnership with other business units, and building and retaining great teams are characteristics of a well-managed and highly effective support organization. Help Desk Manager Cert (HDM) training program provides management with the insight, strategies, and skills necessary to promote their organizations – and their own career development.


Help Desk Manager Cert ensures its recipients have:


  • Mastered the skills necessary to successfully manage service levels with customers and secondary support personnel
  • An understanding of ROI concepts and principles
  • Excellent financial skills
  • Engaged themselves in change management and asset management
  • Experience with workforce planning
  • Tools to measure customer satisfaction
  • An understanding of how to determine the appropriate use of technology
  • Skills necessary to build and maintain high-performance teams through team building, career development, etc.
  • Developed productive relationships with employees and the organization as a whole
  • Is an effective advocate for the value of the support center with executive level management 


Help Desk Manager Cert also provides help desk managers with advanced skills for delivering excellent support and customer care, as well as an established and highly marketable skill set that will be valued by management in performance and salary evaluation.  Becoming a Help Desk Manager Cert also provides a career boost, heightening your confidence and motivation.  And, customers, peers, and management will respect your credentials.


In preparation for the Help Desk Manager Cert Exam, students will learn:


  • Techniques for managing relationships across the enterprise
  • How to plan and manage enhancements to the help desk organization
  • Key processes for ensuring successful support center performance
  • How to market your services internally/externally
  • The latest technologies utilized in a service center
  • Benefits of each of the service delivery models
  • Outsourcing models and the value of each model
  • Negotiation and conflict resolution/management skills
  • Methods for building and maintaining high-performance teams
  • How to build effective service level agreements
  • Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees
  • Value of mission/vision statements

Ready to buy? Order the Help Desk Toolkit today


There is no getting away from Help Desk or Help Desks and ISO 9000 And Quality Management of course when discussing quality management. For the uninitiated, ISO 9000 is a family of standards developed to provide a framework around which a quality management system can be applied. For ‘quality management’, you could easily read ‘quality help desk management’, because Help Desk or Help Desks and ISO 9000 And Quality Management is generic, being designed to address management in general.


Many organizations do embrace Help Desk or Help Desks and ISO 9000 And Quality Management to improve the quality of their help desk operations. It has a proven track record in this area, and many others. However, it is normally adopted as part of a more general thrust towards, Help Desk or Help Desks and ISO 9000 And Quality Management, rather than solely applied to the help desk.


As we begin this millennium, the Help Desk or Help Desks and ISO 9000 And Quality Management family of quality management system standards has been updated to reflect a more modern understanding of quality.


Originally the Help Desk or Help Desks and ISO 9000 And Quality Management standards were thought to be primarily a technical discipline. Today, an increasing interest in these quality standards by more non-traditional organizations has created the need to revise Help Desk or Help Desks and ISO 9000 And Quality Management to ensure that the needs of users around the world are met.


Help Desk or Help Desks and ISO 9000:2000 And Quality Management represents the first major revision to the quality standards since its initial issue. Written by individuals that actually contributed to the development of the revisions, The ISO 9000 Survival Site is the perfect companion to the new standard. When it comes to ANSI/ISO/ASQ Q9001-2000 standard, it will help clarify the changes in presentation, terminology, format, and requirements to quality professionals in any industry.

Ready to buy? Order the Help Desk Toolkit today