Viewpoint: Global Head of Service Desk (Thoughts on learning for leaders)

Posted on Sunday 10 December 2023.

If you’re a Service Desk Manager or leader, how can you continue to improve your knowledge and skills to ensure you get the best from your team?


Managing an IT service desk can be very challenging at the best of times, especially in the everchanging landscape of hybrid and remote working, rapid AI adoption and economic uncertainty. To efficiently manage and motivate a team through challenging circumstances and shifting business demands requires a growth mindset and willingness to evolve.

We recently spoke to Andrew Jackson, Global Head of Service Desk at Fitch Ratings about his recent experience of our Service Desk Manager training course and how it’s helped him to lead his team to greater success:


What key skills did you gain from the SDM course?

I have expanded on my management skills – I have learnt new ways to effectively manage the team, from performing assessments to promoting the service desk. One of the key skills for me was how to motivate the team, especially during these times. The trainer gave some good real life examples on how we can keep the team going.


How would you best describe your experience with SDI Training?

Very positive – The people I have spoken at SDI were all very helpful, informative and honest about the course, SDI in general and how it would benefit our organisation. I would definitely recommend SDI to peers.


Why should managers choose this SDM course? 

Anyone who manages a Service Desk, or is looking to move into the management should take the course. Having been a manager for quite a few years there was still a lot to learn. It gives confidence to make a positive change and help the team to achieve.  It will give you the knowledge to find out how the service desk is performing in the business, inspire to make changes and building upon the foundations that have already been set, and confidence to develop, enhance and better the team as a whole!



The team at SDI are here to help you to continually adapt, evolve, and innovate.
Explore our Service Desk Manager Course and other essential service desk training  available as virtual and in-person courses to suit you.


If you’d like to know more about how we support our community please get in touch via live chat, email [email protected] or telephone +44 (0) 1689 889 100.


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