IT service desk supervision and team leadership
A compact supervisor-level course for IT service desk and support team leads: the service desk role, ticket flow and escalation, service measures that do not distort behaviour, leading a support team, and security at the front line. Based on cited public sources (PeopleCert ITIL catalogue, ISO/IEC 20000-1 catalogue page, NIST SP 800-61 Rev. 3 and NICE Framework, CISA Cyber Essentials, HSE Management Standards). Not an ITIL exam, official ITIL course or certification.
What you will learn
- Explain and apply: Describe the service desk as a single point of contact and distinguish incidents, service requests and problems, using public ITIL and ISO/IEC 20000-1 pages.
- Explain and apply: Run a ticket flow with clear triage, priority by impact and urgency, and functional or hierarchical escalation.
- Explain and apply: Choose service measures that support good outcomes and avoid measures that reward the wrong behaviour.
- Explain and apply: Lead a support team: rosters, coaching, handovers and workload, using the HSE Management Standards as a lens.
- Explain and apply: Apply front-line security: identity checks before resets, suspected-incident reporting and least privilege, consistent with NIST SP 800-61 Rev. 3 and CISA Cyber Essentials.
modules
- The service desk and the supervisor’s role
- Ticket flow: triage, priority and escalation
- Measuring and improving the service
- Leading a support team
- Security at the front line
Practical supervision training only. It is not an ITIL exam, an official ITIL course or a certification, and not a substitute for your organisation’s policies, HR procedures, incident playbooks or legal advice. ITIL is a registered trade mark of its owner; this course paraphrases public pages and does not reproduce paid ITIL or ISO text.