IT Support Team Performance and Coaching
This course focuses on the practical application of leadership skills within a busy helpdesk environment. It covers coaching methodologies, performance management cycles, and fostering a culture of technical excellence.
£320
Certified IT Support Team Leader
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
IT Support Team Performance and Coaching: the short answers
- What is IT Support Team Performance and Coaching?
- This course focuses on the practical application of leadership skills within a busy helpdesk environment. It covers coaching methodologies, performance management cycles, and fostering a culture of technical excellence.
- Who is IT Support Team Performance and Coaching for?
- It is pitched at Intermediate level for IT Support Team Leads working in IT Support & Helpdesk Essentials, and is studied online from any country.
- How long does IT Support Team Performance and Coaching take?
- Around 16 hours of study, plus the assessed assignments and one applied project.
- How is the certification assessed?
- Every assignment and the final project are assessed automatically against the published criteria. The pass mark is 70%, and an item that does not pass can be resubmitted.
- What do I receive when I pass?
- Certified IT Support Team Leader, issued as a certificate with a unique ID that employers can check in the public certificate register.
- How much does it cost?
- £320 once, with no subscription.
What you will be able to do
- Apply coaching models to technical support staff
- Execute performance reviews based on ticket metrics
- Foster technical skill development via peer mentoring
- Handle conflict resolution within support teams
- Develop team-based service delivery targets
Written by Linda Thorne, Support Operations Manager. Every submission is assessed automatically against the published criteria for Certified IT Support Team Leader, and the certificate is issued the moment the assessment is complete.
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