From Tech Support to Team Lead: Advancing into IT Support Management
$149.00
This course helps IT support staff make the move into team lead and support manager roles. It covers people, processes and planning in 22 videos lasting 1 hour 52 minutes.
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- Self-paced. Study on any device
- StemBoss Certificate of Completion
- 14-day refund promise
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From Tech Support to Team Lead is a short course for IT support staff who want to step up into their first management role. It covers the shift in mindset, the people skills and the support processes a new team lead needs. The course runs for 1 hour 52 minutes across 22 video lessons.
What you will learn
- Understand how the job changes when you move from expert to manager
- Assess your own strengths and set goals as a new leader
- Communicate with your team and manage stakeholders
- Manage your time and set clear priorities
- Use emotional intelligence and adapt your leadership style
- Hire, coach and motivate technical staff, including remote and hybrid teams
- Use metrics, SLAs and escalation paths to run a support desk well
- Plan budgets and resources, and link support work to business goals
- Handle incidents, vendors, and legal and compliance issues
Course outline
- Transitioning from Technical Expert to Manager: the shift to management, a manager’s mindset and setting goals.
- Communication and Time Management Essentials: stakeholders, time and priorities.
- Emotional Intelligence and Leadership Styles: EQ for IT leaders and adapting your style.
- Building and Leading Your Support Team: hiring, coaching, motivation and remote teams.
- Managing IT Support Operations: processes, frameworks, metrics, SLAs and escalation.
- Strategic Leadership in IT Support: budgets, change and business alignment.
- Advanced Scenarios for IT Support Leaders: crises, vendors, legal, compliance and security.
- Capstone and Leadership Development Planning: a real-world case study and your own development plan.
Who this course is for
- Tech support specialists who want to move into management
- IT support analysts and helpdesk technicians ready for more responsibility
- IT support engineers who have been asked to lead a team
Before you start
You do not need any past management experience. A solid background in IT support, or a related field, is recommended so the examples make sense.
Jobs this course supports
- IT support team lead
- IT support manager
- IT operations manager
| Skill level | Intermediate |
|---|---|
| Duration | 1 Hours 52 Minutes |
| Videos | 22 Lesson Videos |
| Questions | 25 Test Questions |
| Prerequisites | No management experience needed. A background in IT support is recommended. |
| Best for | IT support specialists, helpdesk technicians, IT support analysts, IT support engineers |
| Topics covered | Management mindset, Communication, Time management, Emotional intelligence, Hiring and coaching, Support metrics and SLAs, Budgeting, Incident and vendor management |
| Format | Online video lessons, self-paced |
| Language | English |
| Closed captions | Yes |
| Certificate | StemBoss Certificate of Completion |
What is inside this course
8 modules and 22 lessons. Here is the full outline.
Module 1: Transitioning from Technical Expert to Manager3 lessons
- 1.1 Understanding the Shift to Management
- 1.2 Developing a Management Mindset
- 1.3 Self-Assessment and Goal Setting for New Managers
Module 2: Communication and Time Management Essentials2 lessons
- 2.1 Communication and Stakeholder Management
- 2.2 Time and Priority Management
Module 3: Emotional Intelligence and Leadership Styles2 lessons
- 3.1 Emotional Intelligence for IT Leaders
- 3.2 Leadership Styles and Adaptability
Module 4: Building and Leading Your Support Team4 lessons
- 4.1 Recruiting and Hiring Technical Staff
- 4.2 Developing and Coaching Technical Support Teams
- 4.3 Motivation and Team Building
- 4.4 Managing Remote and Hybrid Teams
Module 5: Managing IT Support Operations3 lessons
- 5.1 Essential Support Processes and Frameworks
- 5.2 Metrics, Reporting, and Continuous Improvement
- 5.3 Service Level Agreements (SLAs) and Escalation Paths
Module 6: Strategic Leadership in IT Support3 lessons
- 6.1 Budgeting and Resource Planning
- 6.2 Navigating Organizational Change
- 6.3 Aligning IT Support with Business Objectives
Module 7: Advanced Scenarios for IT Support Leaders3 lessons
- 7.1 Crisis and Incident Management
- 7.2 Vendor and Supplier Management
- 7.3 Legal, Compliance, and Security Considerations
Module 8: Capstone and Leadership Development Planning2 lessons
- 8.1 Real-World Case Study Analysis
- 8.2 Creating Your Leadership Development Plan
Your learning path
Where From Tech Support to Team Lead: Advancing into IT Support Management fits. Build your skills one step at a time.
Frequently asked questions
Do I need management experience to take this course?
No. It is written for people making their first move into management. A background in IT support is recommended.
Does the course cover running a support desk, or only people skills?
Both. Alongside communication and coaching, it covers support processes, metrics, SLAs, escalation paths, budgeting and incident management.
Is managing remote teams covered?
Yes. One lesson focuses on leading remote and hybrid support teams.
What do I finish the course with?
The last module walks you through a real-world case study and helps you build your own leadership development plan.
How long is the course?
It has 22 video lessons with a total running time of 1 hour 52 minutes, plus 25 test questions.
Do I get a certificate?
Yes. You get a StemBoss Certificate of Completion when you finish the course.
Can I get a refund?
Yes, within 14 days if you have completed less than 20% of the course. See our refund policy for details. Read the refund policy.
