,HDI Desktop Support Manager Standards.pdf file:///C:/Users/HP/Desktop/New%20folder%20(2)/HDI%20Desktop
.. Conducting a SWOT analysis (strengths,
weaknesses, opportunities, and threats) to identify areas to leverage, improve,
enhance, and manage
.. Implementing continual
improvement programs
• Developing programs that reward initiative
• Setting goals that are realistic and achievable
.. Benchmarking key performance indicators (KPls)
against those of similar organizations"
3. 1.1.3
Explain how to provide tactical direction to the desktop support team.": "Pro-
vide tactical direction to the desktop support team by:
• Making tactical decisions based on the strategic goals and objectives of the
organization
• Being innovative and creative in planning and problem-solving
• Scheduling weekly meetings with the team to review issues and changes
• Keeping the team appraised of the top ten incidents and service requests and their
solutions
• Meeting individually with team members to clarify their goals and hold them
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,HDI Desktop Support Manager Standards.pdf file:///C:/Users/HP/Desktop/New%20folder%20(2)/HDI%20Desktop
accountable"
4. "1.1.4
Explain the importance of displaying confidence.": "Displaying confidence:
• Removes doubts about competency
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• Establishes credibility
• Encourages communication
• Fosters rapport"
5. 1.1.5
Describe the differences between management and leadership.": "Manage- ment
is effectively executing the organizat ion 1 s direction and goals. Managementactivities
include measuring customer satisfaction, monitoring team performance, enforcing the
rules of the organization, and planning daily tasks and activities.
Leadership is creating direction according to the mission and vision of the organi-
zation. Leadership activities include coaching, driving organizational change, and
setting goals and objectives."
6. 1.1.6
Identify ways to provide direction and focus under ambiguous
or chaotic circumstances.": "Provide direction and focus under ambiguous or
chaotic circumstances by:
.. Creating a communication hub so that people
can get accurate information
.. Empathizing with team members and leveraging your presence to help provide
clarity
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