How To Lead An IT 2nd (Or 3rd) Line Support Group​ Workshop Training Course

Learn How To Lead An IT Technical Group And Deliver Its Services

Introduction

We have teamed up with one of our favourite IT Service Management Experts Noel Bruton to deliver this How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop and we are excited to share his knowledge with you all...

Second and Third-Line Technical Groups are the forgotten heroes of IT. Scarcely catered for in the standard ITSM frameworks, they are often overshadowed by disproportionate management attention to and investment in the Service Desk, and even pursued by its ‘Incident Managers’.

These Technical Groups have a complex and varied span of responsibilities. They may be in charge of the server estate, or specialising in Audio Video, or in educational technologies, telecoms, business applications, or traversing the user-base to provide support at the desktop.

On-site training courses can take up to sixteen attendees simultaneously and cost £1995+VAT per day, inclusive of trainer's travel and accommodation.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Not Included
2 Days
£795Excl. VAT

Course Outline

The How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop will show you how to:

  • Get Your Staff To Accept And Support You As Their Leader
  • Get The Right Escalations From The Service Desk
  • Co-ordinate Your Different Workloads - Reactive, Projects And Routine
  • Where, Why, How And What To Measure
  • Manage And Minimise Those Backlogs
  • Handle Planned And Unexpected Staff Absences
  • Deal With Demanding Users
  • Give Your Staff A Rewarding And Enjoyable Place To Work
  • Manage Your SPoF Risk
  • Build A Group Anyone Would Be Proud To Be A Member Of
  • Make More Time For The Fun Stuff
  • Prove If You Are Understaffed - Or Not
  • Get The Very Best Out Of Your Team
  • Win The Respect Of The Users And The Business

Description

The Technical Group’s workload is typically significantly more complex than that at the Service Desk. Of course this group must be able and organised to react to assignments arriving from the First Line, but that is on top of maintaining and building the hardware and software estate that is their specialisation. There are routine checks to be made, projects to be organised and conducted, expertise to be maintained.

Among all this proactive prevention and creation, there is the reality that the enquiries coming from the first line may involve complex and time-consuming diagnosis and user visits, to arrive at solutions that may take days to resolve – that is assuming that the experts in this team will not be interrupted by users trying to bypass the Service Desk and pull rank to jump the queue.

About the Course

This How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop will show you that your group can be more successful, better able to cope, more respected by the users, and a lot more rewarding to work in. You know the people who work in your group are solid and competent technicians doing a difficult and demanding job – let the expert and proven techniques in this seminar enable you to lead them to the success they deserve.

Who Should Attend

This How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop is perfect if you are a head of a group of technical staff supporting any Information Technology, including Second Line Desk Support, Third Line Network Systems and Operations, Business Applications Support or specialist groups like learning tech, comms or AV etc. It's about how you manage your workgroup and their workload.

Materials Provided

You will be provided with full workshop materials including:

  • Workshop Slide-Set
  • Attendance Certificate Upon Request

Organisational Benefits

  • Improve Service Desk And Support Team Interfaces
  • Improve Support Team Performance And Service Delivery
  • Increase Customer Satisfaction And Retention
  • Deliver Service Excellence

Individual Benefits

  • Learn How To Build A Highly Motivated And Integrated Support Team
  • Identify The Cause Of Team Weaknesses And How They Can Be Overcome
  • Improve Your Leadership And Team Building Skills
  • Enhance Your Career Prospects

Prerequisites

There are no prerequisites required to attend the How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop.

Prereading

There is no pre-reading required to attend the How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop.

Exam Overview

There is no examination associated with the How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop.

Exam Type

No Exam

Professional Development Units - PDUs

There is no pre-reading required to attend the How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop.

Qualifications

There are no qualifications.

Next Steps

The 1-day Key Measurements For IT Support Management Decisions Workshop goes way beyond 'Service Levels' and you will understand how to use key measurements for IT Support operational management decisions.

Conclusion

The How To Lead An IT 2nd (Or 3rd) Line Support Group Workshop will show you the practical how-to methods for leading an IT Technical Group, orchestrating its resources, demands and delivering its services.

How To Lead An IT 2nd (Or 3rd) Line Support Group​ Workshop Course Dates

Course Filter


DD/MM/YYY - e.g. 31/12/2015
Showing 0 to 0 of 0 Total Course Dates.

Oops!

There are currently no course dates that match your selected filter options. Please try another filter or contact one of our dedicated account managers on +44(0)1539 736 828 to discuss your requirements. Thanks.

Scroll Table to View Content