This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development.


Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.

What You Will Learn:

  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL® processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team-building and motivational techniques
  • Essential performance metrics and key performance indicators

Who Should Attend?

  • Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation
  • Individuals who are preparing for the HDI Support Center Team Lead certification exam



Start Date

End Date

Delivery Location

April 6, 2017

April 7, 2017


May 1, 2017

May 2, 2017


June 5, 2017

June 6, 2017


July 10, 2017

July 11, 2017


August 14, 2017

August 15, 2017


October 16, 2017

October 17, 2017


November 6, 2017

November 7, 2017


December 4, 2017

December 5, 2017


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Course Curriculum

Unit 1: Support Center Overview

  • Evolution of the Support Center
  • Role of the Support Center

Unit 2: Role of the Support Center Team Lead 

  • Role of the SCTL
  • Effective Leadership
  • Emotional Intelligence
  • Managing Relationships

Unit 3: Business Planning and Strategy

  • Strategic Perspective
  • Building a Strategy
  • Service Level Management
  • SOPs
  • Business Alignment

Unit 4: Support Center Processes

  • Best Practices for Support
  • Service Operations
  • Additional Processes
  • Knowledge Management

Unit 5: Technologies and Service Delivery Methods

  • Service Desk Infrastructure
  • Telephony Infrastructure
  • Service Delivery Methods
  • Service Management Systems

Unit 6: Workforce Management and Training

  • Workforce Management
  • Sourcing and Recruitment
  • Training

Unit 7: Communication and Coaching

  • Communication
  • Global Awareness
  • Managing Conflict
  • Coaching

Unit 8: Teamwork, Motivation, and Retention

  • Teamwork
  • Motivation,Rewards, Recognition
  • Performance Management
  • Retention

Unit 9: Metrics and Quality Assurance

  • Metrics
  • Quality Assurance
  • Using Surveys
  • Performance Report
  • Promoting the Support Center


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Certification Exam

The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the HDI Support Center Team Lead (HDI-SCTL) Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the   certification exam. This information is provided to help you focus as you prepare for the exam

Category Weighting %
Leadership 30 %
Policy and Strategy 10 %
People Management 30 %
Resources 10 %
Process and Procedures 15 %
Performance Results 5 %

Exam Extensions

A 28-day extension is available for an online exam: details

Exam Retakes

Exam retakes can be purchased for a fee: details

Exam Insurance

Exam insurance now available: details

Contact Us To Purchase

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Download Brochure

Delivery Method
Public (classroom)
US Locations: $2,100 CAD
($1,595 USD)
Canadian Locations: $1,950 CAD
Virtual Classroom
$2,100 CAD
(self paced)
$1,000 CAD
(private class)
Please Contact Us

Duration: 2 Days

PDU’s: 13