Head of user support in IT - course 40,000 rubles. from Otus, training 3 months, date December 2, 2023.

Miscellaneous / by admin / December 06, 2023

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The course will form an understanding of the structural models of the support service, teach you how to analyze the work of a team, and evaluate the need and effectiveness of different channels of working with personnel.

Who is this course for:
support managers who want to deepen and structure their knowledge;
support workers who want to grow into managers.

During training you:
Gain and systematize knowledge about user support management
Build a user support department step by step during the course process
You will be able to form a team from scratch: hire new employees, design effective teams, evaluate team effectiveness
Develop employee competencies, build mentoring, mentoring and onboarding processes
Learn to build relationships with employees, stakeholders and business customers
Continuously empirically improve the process by qualitatively and quantitatively assessing the effectiveness of certain changes

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Manages the product development department both at the operational level (participation in setting tasks, organizing their implementation, control), and at the tactical-strategic level (motivation, building interaction, analyzing processes and results, education). An important part of the work is mentoring and coaching department team leaders. Alexey started his career in IT 23 years ago as a developer and went all the way from junior through middle to senior. Then he became a team lead and began to do the work not only with his own hands, but also with other people’s hands. Now Alexey heads the development department, which includes more than a dozen teams with their own team leads. I have experience in building processes in development, including Agile (and not only) transformation, organizations product development, establishing intra-team and external interaction and communications and growing team leads from scratch. Extensive experience in interviewing and assessing candidates. Upgrading team leads and developers to not only Hard, but also Soft Skills. Alexey is actively improving his managerial skills, because any business must be handled professionally... or not do it at all. It doesn't matter if it's development or developer management. Otus Certified Educator

Overall experience in IT over 10 years. For the last 5 years I have been involved in quality assurance and its automation. I act as a guest expert in product teams. I know a lot of interesting things about IT, QA and technical support. I know how to bring order to chaotic processes. Professional interests: lean testing, quality management and test automation

Certified Microsoft and ITIL Management Professional. Since 2018, I have been managing technical support in various ways. Extensive experience in internal and b2b support in the areas of outsourcing, system integrators, and auto retail. Currently I manage two support lines - a total of more than 40 employees. The main task is to improve the quality of IT services.

Basics
-Topic 1.Introduction
-Topic 2. Is the customer always right? We look closely and evaluate carefully.
-Topic 3.ITIL Basics
-Topic 4. Key metrics of customer service quality
-Topic 5.Customer support vs. Customer success

Structural support elements
-Topic 6.Support channels
-Topic 7.Support and QA
-Theme 8.Support does not earn money, but...
-Topic 9.Support lines
-Topic 10.Support metrics - 2
-Topic 11.Ticket tracking
- Topic 12. Do you see support? And she is.

Basics of working as a team leader with a team
-Topic 13.About selection
-Topic 14.Training
-Topic 15. Leading and farewell

“Digitization” support
-Topic 16. Let's count time and money
-Topic 17. Competency matrix

Design
-Topic 18. Consultation on projects and homework
-Topic 19.Protection of design work
-Topic 20. Do I still want to be a support team lead?

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