HDI Desktop Support Manager Standards
Exam/332 Q’s and A’s
"1.1.1
Identify the characteristics of an effective leader." - -"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." - -"Reach optimized
levels of performance by:
.. 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." -
-"Provide 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 accountable"
- "1.1.4
Explain the importance of displaying confidence." - -"Displaying confidence:
,• Removes doubts about competency
• Establishes credibility
• Encourages communication
• Fosters rapport"
- 1.1.5
Describe the differences between management and leadership." -
-"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." - -"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
can experience a sense of continuity and ownership in their work"
- 1.1.7 - -"Identify up and coming leaders by:
• Seeking those with an outstanding work ethic
• Seeking those who have proven to be trustworthy in the past
• Looking for effective verbal and written communicators
.. Finding people who are sincerely concerned
about the business and how the team functions, not those who are seeking
only promotion
.. Seeking those with developed critical thinking
skills, those who come to you with problems and possible solutions"
Explain how to
identify up and
coming leaders.
- 1.1.8
Explain the principles of delegation." - -"The principles of delegation include:
• Creating trust with the team
• Articulating delivery time frames and expectations for assignments
• Ensuring the person assigned the task has the authority, skills, and ability
to complete the task
,• Providing support and training as necessary
• Getting an agreement on expectations
• Allowing one to accomplish the task without specifying detailed process
requirements"
- 1.1.9
Identify the reasons for delegation." - -"Reasons for delegating include:
• Making time available to think more strategically and be less focused
on operations
• Growing the team's ability to think critically and solve problems on
their own"
- 1.2.1
Explain how to build relationships with senior management and other
department heads." - -"In order to build relationships with senior
management and other department heads:
• Actively seek out senior management to talk about support services
• Proactively volunteer to participate on steering committees, project teams,
and strategic planning sessions to provide the customer and
support organization perspective"
- 1.2.2
Identify techniques to manage your work life." - -"Techniques for managing
your work life include:
.. Being on time or early with every assignment or meeting
• Always approaching your manager with solutions, not problems
.. Trusting your manager-accepting you may not
understand why a specific decision is made
.. Increasing your problem solving and critical thinking skills by taking good
physical care of yourself (e.g., sleep, exercise, eating healthy, etc.)
.. Acknowledging those around you for their
dedication
.. Identifying ways to assist your manager with new projects to build your
manager's trust in you"
- 1.3.1
Define Emotional Intelligence." - -"Emotional Intelligence is:
• Having the ability to recognize and know what emotions you are feeling
• Managing your emotions so that they do not overwhelm situations and
your thinking capabilities
• Being able to recognize the emotions that others are feeling
• Helping to manage other's emotions so that they do not overwhelm
situations and their
thinking capabilities
.. Having the ability to create sincere and authentic relationships that
produce value and productivity"
, - 1.3.2
Explain why Emotional Intelligence is important in the desktop manager
role." - -"Having Emotional Intelligence prepares the desktop support
manager to enable people
to feel:
• Valued
• Listened to
• Motivated
• Empowered
• Creative
• Safe"
- 1.3.3
Explain the major components
of Emotional Intelligence." - -"The major components of Emotional
Intelligence are:
• Self-awareness
• Emotional Managements of Self and Others
• Emotional Connection"
- 1.3.4
Describe emotional hijack." - -"An emotional hijack is recognized by:
• A change in facial expression and or body language
• Vocal tones that become very loud, too soft, or diction can become
staccato in form
• A person having trouble focusing on the conversation
• A hijack can be seen in four stages. The fourth stage being default
behavior of fight, flight, or freeze
• A full blown hijack can last up to 18 minutes"
- 1.3.5
Describe the four stages of an
emotional hijack." - -"A hijack can be seen in four stages:
.. A trigger, an event that correctly or symbolically is perceived as a threat
• A strong emotion
.. An automatic reaction, one that you regret later,
after the feelings pass. This reaction is usually inappropriate to the situation,
and often has a negative effect on you, the other person, or performance
.. Feelings of regret about your reaction. The
fourth stage is the default behavior of fight, flight, or freeze"
- 1.3.6
Identify ways to reduce an Emotional Hijack." - -"To reduce an emotional
hijack:
• Give yourself or the other person time to normalize (about 15 minutes)
Exam/332 Q’s and A’s
"1.1.1
Identify the characteristics of an effective leader." - -"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." - -"Reach optimized
levels of performance by:
.. 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." -
-"Provide 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 accountable"
- "1.1.4
Explain the importance of displaying confidence." - -"Displaying confidence:
,• Removes doubts about competency
• Establishes credibility
• Encourages communication
• Fosters rapport"
- 1.1.5
Describe the differences between management and leadership." -
-"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." - -"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
can experience a sense of continuity and ownership in their work"
- 1.1.7 - -"Identify up and coming leaders by:
• Seeking those with an outstanding work ethic
• Seeking those who have proven to be trustworthy in the past
• Looking for effective verbal and written communicators
.. Finding people who are sincerely concerned
about the business and how the team functions, not those who are seeking
only promotion
.. Seeking those with developed critical thinking
skills, those who come to you with problems and possible solutions"
Explain how to
identify up and
coming leaders.
- 1.1.8
Explain the principles of delegation." - -"The principles of delegation include:
• Creating trust with the team
• Articulating delivery time frames and expectations for assignments
• Ensuring the person assigned the task has the authority, skills, and ability
to complete the task
,• Providing support and training as necessary
• Getting an agreement on expectations
• Allowing one to accomplish the task without specifying detailed process
requirements"
- 1.1.9
Identify the reasons for delegation." - -"Reasons for delegating include:
• Making time available to think more strategically and be less focused
on operations
• Growing the team's ability to think critically and solve problems on
their own"
- 1.2.1
Explain how to build relationships with senior management and other
department heads." - -"In order to build relationships with senior
management and other department heads:
• Actively seek out senior management to talk about support services
• Proactively volunteer to participate on steering committees, project teams,
and strategic planning sessions to provide the customer and
support organization perspective"
- 1.2.2
Identify techniques to manage your work life." - -"Techniques for managing
your work life include:
.. Being on time or early with every assignment or meeting
• Always approaching your manager with solutions, not problems
.. Trusting your manager-accepting you may not
understand why a specific decision is made
.. Increasing your problem solving and critical thinking skills by taking good
physical care of yourself (e.g., sleep, exercise, eating healthy, etc.)
.. Acknowledging those around you for their
dedication
.. Identifying ways to assist your manager with new projects to build your
manager's trust in you"
- 1.3.1
Define Emotional Intelligence." - -"Emotional Intelligence is:
• Having the ability to recognize and know what emotions you are feeling
• Managing your emotions so that they do not overwhelm situations and
your thinking capabilities
• Being able to recognize the emotions that others are feeling
• Helping to manage other's emotions so that they do not overwhelm
situations and their
thinking capabilities
.. Having the ability to create sincere and authentic relationships that
produce value and productivity"
, - 1.3.2
Explain why Emotional Intelligence is important in the desktop manager
role." - -"Having Emotional Intelligence prepares the desktop support
manager to enable people
to feel:
• Valued
• Listened to
• Motivated
• Empowered
• Creative
• Safe"
- 1.3.3
Explain the major components
of Emotional Intelligence." - -"The major components of Emotional
Intelligence are:
• Self-awareness
• Emotional Managements of Self and Others
• Emotional Connection"
- 1.3.4
Describe emotional hijack." - -"An emotional hijack is recognized by:
• A change in facial expression and or body language
• Vocal tones that become very loud, too soft, or diction can become
staccato in form
• A person having trouble focusing on the conversation
• A hijack can be seen in four stages. The fourth stage being default
behavior of fight, flight, or freeze
• A full blown hijack can last up to 18 minutes"
- 1.3.5
Describe the four stages of an
emotional hijack." - -"A hijack can be seen in four stages:
.. A trigger, an event that correctly or symbolically is perceived as a threat
• A strong emotion
.. An automatic reaction, one that you regret later,
after the feelings pass. This reaction is usually inappropriate to the situation,
and often has a negative effect on you, the other person, or performance
.. Feelings of regret about your reaction. The
fourth stage is the default behavior of fight, flight, or freeze"
- 1.3.6
Identify ways to reduce an Emotional Hijack." - -"To reduce an emotional
hijack:
• Give yourself or the other person time to normalize (about 15 minutes)
