HDI Desktop Support Manager
Standards Exam 2026 Questions and
Answers
"1.1.1
Identify the characteristics of an effective leader." - Answer -"An effective leader:
• Leads by example
• Motivates others
• Encourages participation, creative thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
1.1.2
Identify ways to reach optimized levels of performance." - Answer -"Reach
optimized levels of performance by:
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,.. Using recognized organizational models and techniques to identify ways to
improve performance
- D.I.C.E. (Duration, Integrity, Commitment, Effort)
- Knowing-Doing Gap Six Sigma
- Kaizen
.. 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"
1.1.3
Explain how to provide tactical direction to the desktop support team." - Answer -
"Provide tactical direction to the desktop support team by:
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,• 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
accountable"
"1.1.4
Explain the importance of displaying confidence." - Answer -"Displaying
confidence:
• Removes doubts about competency
• Establishes credibility
• Encourages communication
• Fosters rapport"
1.1.5
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, Describe the differences between management and leadership." - Answer -
"Management is effectively executing the organizat ion 1 s direction and goals.
Management
activities 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
organization. Leadership activities include coaching, driving organizational
change, and setting goals and objectives."
1.1.6
Identify ways to provide direction and focus under ambiguous
or chaotic circumstances." - Answer -"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
.. Creating an environment in which team members
©COPYRIGHT 2025, ALL RIGHTS RESERVED 4
Standards Exam 2026 Questions and
Answers
"1.1.1
Identify the characteristics of an effective leader." - Answer -"An effective leader:
• Leads by example
• Motivates others
• Encourages participation, creative thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
1.1.2
Identify ways to reach optimized levels of performance." - Answer -"Reach
optimized levels of performance by:
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,.. Using recognized organizational models and techniques to identify ways to
improve performance
- D.I.C.E. (Duration, Integrity, Commitment, Effort)
- Knowing-Doing Gap Six Sigma
- Kaizen
.. 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"
1.1.3
Explain how to provide tactical direction to the desktop support team." - Answer -
"Provide tactical direction to the desktop support team by:
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
,• 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
accountable"
"1.1.4
Explain the importance of displaying confidence." - Answer -"Displaying
confidence:
• Removes doubts about competency
• Establishes credibility
• Encourages communication
• Fosters rapport"
1.1.5
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
, Describe the differences between management and leadership." - Answer -
"Management is effectively executing the organizat ion 1 s direction and goals.
Management
activities 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
organization. Leadership activities include coaching, driving organizational
change, and setting goals and objectives."
1.1.6
Identify ways to provide direction and focus under ambiguous
or chaotic circumstances." - Answer -"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
.. Creating an environment in which team members
©COPYRIGHT 2025, ALL RIGHTS RESERVED 4
