Our Business Units 

Certified Support Manager

This course offers support managers the opportunity to develop and refine their technology support leadership skills. The course provides students with the skills necessary to effectively manage the challenges of the most complex support centers.

The 4 ½ day course is uniquely created to provide training on the fundamentals of management relative to the support environment, and to enhance the inherent skills and knowledge of the support manager. This course focuses specifically on the most common management elements that occur in the technical support center including, managing customer satisfaction, operations and team performance management, and facilitating a team while managing a dynamic service product.

Course Requirements

The course begins with a review and quiz on a set of pre-class reading materials. These materials are sent to each participant prior to the class start date. Participants are strongly encouraged to register at least two weeks in advance to allow time to complete these pre-class assignments. Each participant is required to bring the pre-class reading materials as well as a laptop with MS Excel, Word, and PowerPoint installed. These will be used as tools during the course. All other materials and tools will be provided. Homework is assigned for most evenings of the course. Please plan for study time outside of class.

Who Should Attend

  • Support managers with one or more years of management experience
  • Support directors seeking to enhance their management skills


On-Site Private Classes

Instructor-led private classes are available at your site for up to 15 students per class. Professional, certified instructors with extensive service and support industry experience lead the classes. The course includes team exercises and discussions of concepts that are directly relevant to real world situations support leaders face every day.

SCP Career Certification

This course prepares students to take the in-class written exam to become a Certified Support Manager. Cost of the exam is included in the course registration fee.