Certified Desktop Support Manager (CDSM)

The Certified Desktop Support Manager (CDSM) program is a comprehensive certification designed to equip individuals with the knowledge and skills needed to excel in desktop support management roles. The CDSM program consists of several modules, each focusing on a specific aspect of desktop support management. Below are the objectives corresponding to each module:

Certification Learning Objectives:

Upon completing the Certified Desktop Support Manager (CDSM) program, participants will be able to:

  • Efficient Support Management: Effectively manage desktop support operations, including ticket prioritization, issue resolution, and resource allocation, to ensure timely and high-quality support services.
  • Technical Proficiency: Demonstrate advanced technical skills in hardware and software troubleshooting, remote support, operating systems, and data backup and recovery.
  • Leadership Excellence: Build and motivate high-performing support teams, evaluate performance, allocate resources, and drive continuous improvement in support operations.
  • Security and Compliance: Apply security best practices, ensure compliance with regulations, develop incident response plans, and educate end-users on security awareness.
  • Vendor and Asset Management: Manage vendor relationships, optimize IT costs, and implement effective asset tracking and management processes.

Certification Requirements:

  • Bachelor’s Degree

And/or

  • 2 – 5 years of relevant work experience

Certifying Examination:

  • To be certified as CDSM, student should take up a 1.5 hours online exam conducted by AIBM.
  • The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
  • Professionals with relevant experience and other qualifying criteria may be exempted from the examination.

Certification Modules:

  1. Desktop Support Fundamentals
  2. Technical Proficiency
  3. Team Leadership and Management
  4. Security and Compliance
  5. Customer Service Excellence
  6. Incident Management and Resolution

* The modules of the certification are constantly updated and are subject to change.

Who Should Do This Certification:

The Certified Desktop Support Manager (CDSM) certification is highly beneficial for professionals across various roles and industries, including:

  • Desktop Support Managers: Those already in desktop support management roles, seeking to enhance their knowledge and skills for career advancement.
  • IT Support Professionals: Individuals interested in specializing in desktop support management and acquiring advanced technical and leadership skills.
  • Aspiring IT Managers: Students and individuals looking to enter the field of IT management and gain a strong foundation in desktop support leadership.
  • IT Team Leaders: Professionals responsible for leading and optimizing support teams within organizations.
  • IT Security and Compliance Specialists: Those aiming to strengthen their understanding of security and compliance within the context of desktop support management.

Embark on the journey of achieving the CDSM certification to refine your desktop support management skills, lead high-performing IT support teams, and contribute to the success and efficiency of IT operations within your organization.