Managing a Service Desk isn’t just a job—it’s a juggling act.
Between firefighting issues, handling stretched teams, and keeping customers and stakeholders satisfied, many Service Desk Managers (SDMs) find themselves in survival mode.
If this sounds familiar, you’re not alone.
In today’s fast-changing IT environment—where hybrid working, AI disruption, and growing expectations are the norm—even the most experienced SDMs can feel overwhelmed, isolated, or stuck in reactive mode.
But it doesn’t have to be that way.
We spoke with Andrew Jackson, Global Head of Service Desk at Fitch Ratings, about his experience with SDI’s Service Desk Manager (SDM) course—and how it helped him reclaim his leadership spark, motivate his team more effectively, and lead with clarity.
“I Needed More Than Management Tips—I Needed to Feel Inspired Again”
Andrew had been managing teams for years. He knew the fundamentals—but something was missing.
“The SDM course helped me remember why I love what I do,” he says. “It wasn’t just theory. It was real, applicable advice on how to be a better leader—especially when the going gets tough.”
For Andrew, the course wasn’t just about acquiring new skills. It was about reconnecting with the why behind his role, and learning how to lead with empathy, influence, and resilience.
The Hidden Struggles of SDMs…
And How This Course Helps
Many leaders and managers of service desk teams face the same challenges:
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Constant pressure to do more with less
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Struggling to keep team morale high
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Feeling undervalued or misunderstood by the wider business
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Burnout from being the glue that holds everything together
SDI’s Manager course tackles these challenges head-on. It offers practical tools and emotional support, helping leaders:
✅ Build a strong, people-first team culture
✅ Motivate teams through uncertainty
✅ Raise the profile of the service desk internally
✅ Lead with confidence, even in chaotic environments
“It gave me a new lens,” says Andrew.
“I came back to my team with renewed clarity—and they noticed.”
A Supportive Community That “Gets It”
One thing that stood out to Andrew was the human element of the training.
“From the trainer to the support team, everyone at SDI genuinely understood what we go through as Service Desk Managers. I didn’t feel like I was being lectured—I felt like I was being supported.”
The course also connects you with a community of peers—other SDMs who face the same pressures, wins, and worries. That sense of solidarity can be just as powerful as the course material itself.
Is the SDM Course Right for You?
If you’re a Service Desk, Support Manager or Service Delivery, Team Leader or Manager, who is:
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Feeling overwhelmed or stuck
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New to leadership and looking for structure
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Experienced, but ready to level up
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Seeking fresh motivation and connection
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Trying to demonstrate the value of your team to the business
…then this course can help you rediscover your purpose, find clarity and lead with confidence.
“This course doesn’t just change how you manage—it changes how you show up as a leader.”
Final Thoughts from Andrew
“I’d recommend this course to any SDM. It gave me the tools and mindset to improve performance, connect better with my team, and confidently make changes that matter.”
Ready to Go from Surviving to Leading?
The Service Desk Manager course from SDI is designed for real-world leaders who want to do more than just cope—they want to thrive. If you’re ready to bring energy, purpose, and progress back into your team, this could be the first step.
👉 Learn more and sign up today →
