Course syllabus
Who it’s for
What’s included
Exams
FAQs
This course has been carefully designed to provide Service Desk Managers and Supervisors with a coherent understanding of the Service Desk and Support Environment. This course is set out in a modular format:
Module 1: Defining Strategic Requirements
Module 2: Developing a Strategic Role
Module 3: Essential Management Skills
Module 4: Integrating the Service Desk
Module 5: Promoting the Service Desk
Module 6: Quality Assurance Activities
Module 7: Effective Management of Tools and Technologies
Module 8: Staff Recruitment and Retention
Module 9: Professional Development
Module 10: Leadership and Management
Module 11: IT Service Management
Module 12: Service Management Framework
This Certified Service Desk Manager (CSDM) Training Course is designed to equip learners with the skills and knowledge necessary to effectively lead and manage service desk operations. This training course is especially beneficial for:
There are no formal prerequisites for this Certified Service Desk Manager (CSDM) Training Course. However, some prior experience in Service Desk or IT support roles would be beneficial.
Effective service desk management is essential for maintaining high-quality IT support, enhancing user satisfaction, and achieving organisational goals. This course in the United Kingdom introduces the advanced skills and strategies required to excel as a Service Desk Manager, enabling learners to lead and optimise service desk operations successfully.
Proficiency in service desk management is crucial for those overseeing IT support teams or managing service delivery. This expertise empowers professionals to implement industry best practices, manage escalations, and align service desk operations with broader business objectives.
This intensive 3-day Certified Service Desk Manager (CSDM) training by The Knowledge Academy provides delegates with the knowledge and capabilities to manage service desks effectively at a senior level. Learners will learn to lead teams, optimise workflows, and use performance metrics to ensure continuous improvement. By the end of this course, delegates will have the confidence and skills to excel as service desk leaders.
Course Objectives
After completing this Certified Service Desk Manager (CSDM) Course in the United Kingdom, delegates will receive an internationally recognised Service Desk Institute Certification, showcasing their expertise in managing service desks and delivering high-quality IT support services.
To achieve the Certified Service Desk Manager (CSDM), candidates will need to sit for an examination. The exam format is as follows:
To make sure you’re always connected we offer completely free and easy to access wi-fi.
To keep you comfortable during your course we offer a fully air conditioned environment.
IT support is on hand to sort out any unforseen issues that may arise.
This location has full video conferencing equipment.
Nearby Locations include:
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Certified Service Desk Manager (CSDM) Course. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Master Certified Service Desk Manager (CSDM) with a flexible yet structured approach that combines live, expert-led sessions and self-paced study. With weekly one-to-one tutor support and consistently high pass rates, you’ll receive tailored guidance and achieve real results.
Structured Yet Flexible Learning
Take part in scheduled, instructor-led sessions with real-time feedback, while enjoying the freedom to study independently. Interactive resources and progress tracking tools help you stay motivated and on target.
Engaging & Interactive Training
Join dynamic live sessions featuring discussions, practical activities, and peer collaboration. Learn from Certified Service Desk Manager (CSDM) industry experts and reinforce your knowledge with self-paced modules—plus, connect with professionals in your field.
Expert-Led Course
Gain valuable insight from experienced trainers during live sessions, and revisit course materials anytime to deepen your understanding. This method offers the ideal balance between expert guidance and independent learning.
Global Training Accessibility
Access top-quality training across time zones—anytime, anywhere. Whether at home or on the go, our expert-led sessions and flexible study materials support your goals, and help you on the journey towards the certification.
Experience the most sought-after learning style with The Knowledge Academy's Certified Service Desk Manager (CSDM) Course. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Certified Service Desk Manager (CSDM) sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Certified Service Desk Manager (CSDM) Course at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our Certified Service Desk Manager (CSDM) Course offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
To help and support our clients we are providing a limited number of 250 daily discount codes.Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
Our training experts have compiled a range of course packages on a variety of categories in Certified Service Desk Manager (CSDM), to boost your career. The packages consist of the best possible qualifications with Certified Service Desk Manager (CSDM), and allows you to purchase multiple courses at a discounted rate.
This Certified Service Desk Manager (CSDM) Training equips individuals with the knowledge and skills to manage Service Desk operations effectively. It covers strategic leadership, service delivery management, performance monitoring, and customer relationship management within an IT service environment.
The benefits of this course include improved leadership and management skills, a better understanding of service delivery processes, enhanced team performance, and improved customer satisfaction. The certification also provides industry recognition, making it easier to advance in your career.
There are no formal prerequisites for taking this course. However, having experience in IT service management or working within a Service Desk environment is highly beneficial for understanding the course content.
This course is essential for professionals aiming to manage or lead Service Desk teams, as it provides tools and techniques to handle the challenges of service delivery. It ensures that the Service Desk operates efficiently and aligns with organisational goals, leading to better customer service outcomes.
This course is considered intermediate, making it accessible to those with some foundational knowledge of IT service management or Service Desk operations. It’s suitable for individuals with managerial aspirations or responsibilities in Service Desk settings.
The course includes modules on leadership and management in a Service Desk context, performance measurement, customer satisfaction improvement strategies, incident and problem management, and implementing best practices in service management.
This Certified Service Desk Manager Course is ideal for Service Desk Managers, Team Leaders, IT Managers, and professionals looking to advance into leadership roles within the Service Desk or IT support environment.
Upon completing this course, delegates can apply their skills to optimise Service Desk operations in their organisation, pursue advanced certifications, or seek promotions to higher management roles such as Service Desk Director or IT Operations Manager.
The duration of this Certified Service Desk Manager Training spans across 3 days. For self-paced courses, the duration may vary based on the delegate's schedule, allowing flexibility to complete the training at their own pace.
If you encounter issues accessing your Certified Service Desk Manager Training, you should contact The Knowledge Academy's support team. They will help troubleshoot technical issues and provide alternative access to the course materials.
This certification was developed by industry professionals and service management experts to meet the evolving needs of Service Desk management. It is designed based on current best practices and frameworks like ITIL® and focuses on real-world applications.
This training course enhances your credibility and managerial skillset, positioning you for promotions or new job opportunities in Service Desk leadership. The certification validates your expertise in handling Service Desk operations, boosting your employability and chances for career progression.
Yes, after successfully completing the training course and passing any required exams, you will receive a Certified Service Desk Manager Certification, recognised internationally in the service management industry.
Yes, self-paced online training is available for this Certified Service Desk Manager Training Course, allowing delegates to complete the course at their convenience and progress through the material according to their schedule.
Yes, 24/7 support is available throughout this Certified Service Desk Manager Training. Delegates can access help for any technical issues, queries regarding course materials, or assistance with accessing the training platform at any time.
In this course, you will learn effective Service Desk management strategies, leadership techniques, how to improve customer satisfaction, methods to measure and enhance performance, and best practices for incident and problem management in a Service Desk environment.
The training fees for Certified Service Desk Manager (CSDM)in Teesside starts from £2295
The Knowledge Academy is the Leading global training provider for Certified Service Desk Manager (CSDM).
Please see our SDI Training courses available in Teesside
Gill Brewer
The trainer coped very well with tailoring the course to suit the needs of the very small number of trainees with no notice.
Dean Whitehouse
Amazingly knowledgeable on the subject matter and presented it in a very approachable way. The days went fast which is a sign of a good trainer.
Tom Daunt
Craig was extremely personable and delivered the course in an engaging manner with lots of real world examples to back up the theory behind things. He asked us a lot of questions and discussed how our work places tie in with the topics being discussed.
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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