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🎧 IT Support to Service Desk Lead

IT Service, Project & Business career path

From help-desk technician to team lead, service desk manager and support director.

Typical roles

• IT Support Technician
• Service Desk Analyst
• Desktop Support Engineer
• Service Desk Team Lead
• Support Center Manager

Suggested certifications, by phase

Foundation

• Tech+ CompTIA Tech+
• A+ CompTIA A+
• Google ITS Cert Google IT Support Professional Certificate
• ITIL Fdn ITIL Foundation
• SDI SDA SDI Service Desk Analyst (v9)
• HDI-SCA HDI Support Center Analyst

Core

• MS-900 Microsoft 365 Certified: Fundamentals
• MD-102 Microsoft 365 Certified: Endpoint Administrator Associate
• HDI-DAST HDI Desktop Advanced Support Technician
• Net+ CompTIA Network+
• HDI-SCTL HDI Support Center Team Lead

Advanced

• SDI SDM SDI Service Desk Manager (v9)
• HDI-SCM HDI Support Center Manager
• ITIL CDS ITIL 4 Specialist: Create, Deliver and Support

Mastery

• HDI-SCD HDI Support Center Director
• ITIL DPI ITIL 4 Strategist: Direct, Plan and Improve

A suggestion, not a set of prerequisites — one or two certifications per phase is plenty.