In conjunction with our Spring conference, Technology Services World (TSW), to be held here in Silicon Valley May 4-6, we are launching a new individual certification program, the SSPA Certified Support Leader Professional Development Course. The program is targeting front line supervisors and new support managers, particularly those designated as ‘Top Talent,’ who want a deep dive into the dynamics shaping our industry.
The curriculum is being developed by SSPA founder Bill Rose and myself, and will cover all the FAQ’s we receive from members, an overview of benchmarking best practices, a technology map of service and support solutions and leading vendors, a discussion of current trends and their short/long impact on the industry (economic recession, Value-Added Service, Web 2.0, service convergence, etc.), and a lot of other information (including some ‘off the record’ information on career success). We promise an open-kimono, somewhat irreverent, content packed, and definitely challenging environment.
The SSPA Certified Support Leader course begins with a full day of classroom instruction on May 4th, with a proctored exam. For the following 2 days of the conference, attendees will have some assigned keynote addresses and breakout sessions to attend, and Bill and I will hold breakfast and lunch meetings with the class to discuss learnings and how to implement them.
Upon completion of the course, attendees will be presented with certificates during the SSPA Star Award Luncheon, where they will be welcomed into the SSPA community as new Certified Support Leaders. Bill and I will offer ongoing counseling for course graduates via the SSPA member inquiry process.
You can find more information about the new certification program on our list of professional development courses. I hope you will take advantage of this program to provide some innovative training to key employees; investing in your support executives of the future. If you have questions, or have opinions about what the course should cover, please add a comment or shoot me an email. And as always, thanks for reading! I look forward to seeing all of you at TSW!