HDI DESKTOP SUPPORT MANAGER
STANDARDS-100% CORRECT
"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:
.. 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:
• 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
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
can experience a sense of continuity and ownership in their work"
1.1.7 - ANSWER-"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." - ANSWER-"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." - ANSWER-"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." - ANSWER-"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." - ANSWER-"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." - ANSWER-"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"
1.3.7
, Identify ways to apply Self- awareness." - ANSWER-"Ways to become more self-aware
include:
• Participating in a 360-degree assessment of your strengths and weaknesses
• Having an accountability partner or coach who can help you identify patterns of
behavior that may need to change
• Keeping track of specific patterns that you fall into when reacting to difficult situation"
1.3.8
Identify ways to apply Emotional Management of self and others." - ANSWER-"To apply
self management:
• Use your accountability partner to keep you on track
• Ask more questions when a difficult situation presents itself
• Avoid having meetings when you are either hungry or tired
To apply emotional management to others:
• Learn to see what others are truly feeling
• Aid others by listening attentively to their needs and emotions
• Ask them how they would resolve situations, rather than telling them what they should
do"
1.3.9
Identify ways to apply Emotional Connection Competencies." - ANSWER-"To apply
emotional connection competencies:
• Learn that communication is a tool between two or more people
• Understand that people are not human doings, but human beings
• Spend time with your people and get to know what motivates and
drives them"
1.4.1
Explain the principles of negotiation." - ANSWER-"The principles of negotiation include:
.. Determining the underlying need - separating the person from the problem
.. Practicing active listening - seeking to
understand the situation from everyone's perspective
"" Soliciting participation from all parties
"" Suggesting a solution/compromise that is acceptable to all parties (win-win solutions)
• Setting objective criteria to measure results"
1.3.2
Explain why Emotional Intelligence is important in the desktop manager role." -
ANSWER-"Having Emotional Intelligence prepares the desktop support manager to
enable people
to feel:
• Valued
• Listened to
• Motivated
• Empowered
• Creative
STANDARDS-100% CORRECT
"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:
.. 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:
• 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
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
can experience a sense of continuity and ownership in their work"
1.1.7 - ANSWER-"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." - ANSWER-"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." - ANSWER-"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." - ANSWER-"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." - ANSWER-"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." - ANSWER-"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"
1.3.7
, Identify ways to apply Self- awareness." - ANSWER-"Ways to become more self-aware
include:
• Participating in a 360-degree assessment of your strengths and weaknesses
• Having an accountability partner or coach who can help you identify patterns of
behavior that may need to change
• Keeping track of specific patterns that you fall into when reacting to difficult situation"
1.3.8
Identify ways to apply Emotional Management of self and others." - ANSWER-"To apply
self management:
• Use your accountability partner to keep you on track
• Ask more questions when a difficult situation presents itself
• Avoid having meetings when you are either hungry or tired
To apply emotional management to others:
• Learn to see what others are truly feeling
• Aid others by listening attentively to their needs and emotions
• Ask them how they would resolve situations, rather than telling them what they should
do"
1.3.9
Identify ways to apply Emotional Connection Competencies." - ANSWER-"To apply
emotional connection competencies:
• Learn that communication is a tool between two or more people
• Understand that people are not human doings, but human beings
• Spend time with your people and get to know what motivates and
drives them"
1.4.1
Explain the principles of negotiation." - ANSWER-"The principles of negotiation include:
.. Determining the underlying need - separating the person from the problem
.. Practicing active listening - seeking to
understand the situation from everyone's perspective
"" Soliciting participation from all parties
"" Suggesting a solution/compromise that is acceptable to all parties (win-win solutions)
• Setting objective criteria to measure results"
1.3.2
Explain why Emotional Intelligence is important in the desktop manager role." -
ANSWER-"Having Emotional Intelligence prepares the desktop support manager to
enable people
to feel:
• Valued
• Listened to
• Motivated
• Empowered
• Creative
