Lead your team with confidence.

Becoming a Team Leader is one of the biggest steps in a Service Desk career. Overnight, your success stops being about the tickets you resolve and starts being about how well your team performs, how consistently it delivers and how people feel about coming to work. Our Service Desk Team Leader course gives you the skills, tools and confidence to make that step a success.

This is a two-day, highly interactive IT service desk training programme designed for new and aspiring Team Leaders, supervisors and senior analysts who lead people. It focuses on the day-to-day realities of the role: leading former peers, holding one-to-ones, coaching, managing performance, having difficult conversations, planning resources and reporting on your team’s performance.

You will spend around half of the course practising, not just listening. Role plays, coaching triads, case studies and real-time simulations, all set in a realistic Service Desk, let you try out new techniques in a safe environment before you use them with your own team.

The course is aligned to the new SDTL Professional Standard and the SDI Global Best Practice Standard for Service Desk V9, and uses the same definitions as SDI’s Service Desk Analyst (SDA) and Service Desk Manager (SDM) qualifications, giving you a clear, consistent career path.

Why This Course Matters

Team Leaders have more influence on the day-to-day experience of analysts and customers than almost anyone else on the Service Desk, yet many are promoted without any leadership training. This practical two-day course equips you with the people-leadership and operational skills to excel in the role, and delivers benefits for you, your team and your organisation.

What You’ll Gain

• A clear understanding of the Team Leader role, and how to make the move from analyst to leader, including leading former peers
• The confidence to hold effective one-to-ones, give feedback and coach your team using proven models such as SBI and GROW
• A fair, structured approach to managing performance and holding difficult conversations
• Practical tools for planning resources, building rotas and managing the queue in real time
• The ability to engage stakeholders, manage competing priorities and say no constructively
• Skills to analyse team performance, spot “watermelon” reporting and produce clear management reports
• Techniques to motivate your team, lead inclusively, support well-being and lead change, including AI adoption
• A personal 90-day plan to put your learning into practice straight away

What Your Organisation Gains

• Confident, consistent leadership on the Service Desk floor
• Better engagement, well-being and retention through stronger people leadership
• Fairer, better-managed performance and fewer issues escalated unnecessarily
• Better use of metrics and reporting to drive continual improvement
• A pipeline of future Service Desk Managers, developed from within
• Leadership practices aligned to the SDI Global Best Practice Standard for Service Desk V9

Requirements

To take part in this interactive virtual course you will need: 

▪️ A computer with a webcam (we ask that webcams are turned on throughout the duration of the course) 

▪️ Microphone/headset  

▪️ High-speed internet connection  

▪️ Ensure you connect 15 minutes before the session starts and log-in as a guest.

To help with the set-up, please download the  Adobe Quick Start Guide.

Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.