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Help Desk - Manager

A help desk course about managing, hiring and building a team in a help desk environment.
3.6 (5 ratings)
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71 students enrolled
Last updated 6/2014
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  • 2.5 hours on-demand video
  • 1 min on-demand audio
  • 18 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I Learn?
Understand and learn in hiring new staff
Learn top grading
Understand and learn on building and managing an effective team
Know the principles of IT service management
View Curriculum
  • Basic understanding of the business industry
  • Basic foundation of the help desk industry
  • Knowledge of the English language

To assist an individual seeking employment as a Help Desk manager, this program and associated workbook aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.

This program does assume the reader already has some technical knowledge that will be utilized in a Help Desk role. The focus of the program is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.

Who is the target audience?
  • Anyone looking to gain an understanding of help desk manager and its practical application in the business environment.
  • New managers or experienced managers who are responsible for managing a help desk team and want to be effective and efficient leaders, while improving their own personal development.
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Curriculum For This Course
Expand All 60 Lectures Collapse All 60 Lectures 07:22:36
1 Lecture 04:55
Hiring New Staff
9 Lectures 16:15

This lecture will discuss hiring smartly, along with the idea that hiring should be easy.

Preview 01:07

This lecture will discuss a to-do list, expectations, technical skills, and attributes in hiring new staff.

Preview 02:31

This lecture will discuss having others check your list, chart reviews, and the essentials in hiring new staff.

Preview 03:00

This lecture will talk about creating job descriptions and getting the word out in hiring new staff.

Create Job Description and Get the Word Out

This lecture will discuss the preparation and resources needed for the interview.

Narrow your Application Pool, Prepare for the Interview and Resources

This lecture will discuss the things you need to know in holding an interview such as knowing the person you're talking to, asking the right questions, and watching out for discrimination.

Know Who you are Talking To, Asking the Right Questions, About Discrimination

This lecture will continue to discuss the interview process.

Open-ended, Relevant to the Position and the Individual & The Interview

This lecture will discuss evaluation, background check, and steps in hiring.

Evaluation, In Review, Background Check, Extend the Offer & Steps in Hiring

Quiz One
2 questions

This PDF file contains Section 2 of this course. You can download the complete e book at the end of this course.

Reading Assignment 1
12 pages
5 Lectures 11:44

This lecture will talk about the definition and process of Topgrading.

Introduction and Definition of Topgrading

This lecture will discuss the definition of A-players, knowing the best of the rest, and appropriate compensation.

Definition of A-players, Best of the Rest and Appropriate Compensation

This lecture will discuss the implementation, best practices in Topgrading.

The Big Question, Implementation, Best Practices, Talent Review and Scorecards

This lecture will talk about the interview and the types of interview.

Interview Process and Types of Interview

Quiz Two
2 questions

This PDF file contains Section 3 of this course. You can download the complete e book at the end of this course.

Reading Assignment 2
26 pages
Team Building
9 Lectures 36:15

This lecture will discuss working in a team, the different types of team, and explain teamwork success.

Working in a Team, Types of Team and Teamwork Success

This lecture will discuss employee involvement, team conflict, and the team leader’s role in managing conflict.

Employee Involvement, Team Conflict and Team Leaders Role in Managing Conflict

This lecture will discuss leadership, the LEAD Model, and knowing what kind of a leader you are.

Leadership, Learning to be a Leader, LEAD Model & What Sort of a Leader are You

This lecture will talk about leading by example and the management process.

Lead by Example and Management Process

This lecture will discuss the coaching staff and skills in managing a team.

How to Motivate, Coaching Staff and Coaching Skills

This lecture will discuss working together, contributing to the team, and explain why training is needed.

Working Together, Why is Training Needed and Contributing to the Team

This lecture will discuss learning organizations, the development cycle, and performance appraisals.

Learning Organizations, Development Cycle and Performance Appraisals

This lecture will talk about cross training and site samples of poor management.

Cross Training and Poor Management

Quiz Three
2 questions

This PDF file contains Section 4 of this course. You can download the complete e book at the end of this course.

Reading Assignment 3
4 pages
Managing Your Team
10 Lectures 19:14

This lecture will introduce a discussion on managing a team.

Introduction, All About Money, and Reward and Recognition

This lecture will discuss the cost, factors, and goals of managing a team.

The Cost, Factors, Challenging Goals and Clear Instruction

This lecture will discuss tasks, feedback, rewards, and incentives in managing a team.

Meaningful Tasks, Feedback, Rewards and Incentives

This lecture will discuss who benefits from managing a team and the bottom line of managing a team.

No Single Rewards, Who Benefits and The Bottom Line

This lecture will talk about performance reviews in managing a team.

Performance Reviews and Avoidance

This lecture will discuss tips for a better performance review, as well as tips for signs of success.

Tips for a Better Performance Review and Signs of Success

This lecture will discuss the retention of Quality and best workplaces in managing a team.

Retention of Quality, What can We Do, Research and Best Workplaces

This lecture will discuss motivational strategies, most important attributes, and collecting feedback.

Motivational Strategies, Rates, Most Important Attributes & Collecting Feedback

This lecture will discuss cluster surveys and exit interview surveys.

Ask, Cluster Surveys, Started Feedback, Stay and Exit Interview Survey

Quiz Four
2 questions

This PDF file contains Section 5 of this course. You can download the complete e book at the end of this course.

Reading Assignment 4
18 pages
IT Service Management Principles
9 Lectures 38:48

This lecture will introduce and define ITSM.

Introduction, Definition and Good Practice for ITSM?

This lecture will discuss IT alignment and will define service and process under IT service management.

Business, IT Alignment, Definition of Services and Process & the Generic Process

This lecture will identify the difference between process owner and service owner.

Function and Process Owner vs Service Owner

This lecture will talk about the service lifecycle.

Service Lifecycle

This discussion will focus on IT financial management.

IT Financial Management

This discussion will focus on demand management.

Demand Management

This discussion will focus on request fulfillment.

Request Fulfillment

This discussion will focus on access management.

Access Management

Quiz Five
2 questions

This PDF file contains Section 6 of this course. You can download the complete e book at the end of this course.

Reading Assignment 5
16 pages
Selecting a Help Desk Tool
4 Lectures 07:58

This lecture will discuss the importance of supporting technology, as well as the common and additional features in selecting a help desk tool.

Importance of Supporting Technology, Common Features and Additional Features

This lecture will talk about the selection process in choosing a help desk tool and the introduction of knowledge management integration.

Selection Process and Knowledge Management Integration

This lecture will talk about workflow management and the major tool vendors of help desk tools.

Workflow Management and Major Tool Vendors

Quiz Six
2 questions

This PDF file contains Section 7 of this course. You can download the complete e book at the end of this course.

Reading Assignment 6
32 pages
7 Lectures 00:00
Exercise 1
1 page

Exercise 2
2 pages

Exercise 3
1 page

Exercise 4
1 page

Exercise 5
1 page

Exercise 6
2 pages

Exercise 7
2 pages
Course Resources
3 Lectures 00:00
Answers to Exercise 7
1 page

This e book contains the entire Help Desk Manager course in a PDF format.

Hep Desk - Manager Complete Certificate Kit Book
182 pages

This PDF file contains all the answers to all the quizzes in each section of this course.

Quiz Answer Sheet
3 pages
Help Desk Manager Certification
3 Lectures 01:27

Now that you've finished your Udemy course, - you are eligible to sit your official Certification exam.

Certification is not mandatory.

Once you've completed the course, email our exam department at to purchase your exam voucher and sit your final exam.

Access includes a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.

Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
About the Instructor
3.7 Average rating
339 Reviews
4,509 Students
57 Courses
Quality education for Career Driven IT Professionals

What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

  • You are starting out in the IT industry
  • You are serious about your career
  • You need certifications on your resume to get that first interview

For you we created the Foundation level courses as well as the Core Series for IT

  • You are an IT Professional with a proven career
  • You need to stay in touch with changes in the industry
  • You need to continue to show your value to the business to ensure your job is secure
  • You want to find out what else would make your IT career more solid

For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

  • You are implementing Processes and methodologies in your company
  • You are managing a team of people and need to look good
  • You started your own business and are looking for template documents to ‘hit the ground running’
  • You need to present on a subject at the next team meeting and are not quite sure where to start

For you we created the Toolkits as well as the Core Series for IT

Our motto:
Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location.

We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.

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