Masteri ng AV Service Management &ndash\; the Operational Manager Certificate Virt ual Classroom

Choose from Group 1 or < /em>Group 2.

The\n MASM\n Operational Manager C ertificate (MASM-OMC) is packed full of the hard\, how-to detail of the skills you need as a manager of a technical workgroup in an AV cont ext. More advanced and complex than Aspiring Manager Certificate -AMC\,\n this will describe the very building blocks of your workgroup\, its res ources\, and the services it must produce. It will indicate what to measur e and how\, and importantly how to get the best out of your technicians by offering improvements to their\n job satisfaction. These are the pract icalities of building\, managing\, leading and sustaining a successful tec hnical workgroup. \; \;

Who should attend?< br />
Heads of any AV technical workgroup &ndash\; either in-house or as service provider - where tech support resolutions and conducting proje cts are part of the typical workload\, especially where that\n work com prises interaction with end users and corporate authorities.

< strong>What you will learn: \;

• Workgroup lea dership\, consisting of orchestration of department resources and represen tation of the workgroup to the business\, both as service provider and for dovetailing with shadow IT and vendor-provided escalation routes.
• Employee management\, including staff development\, setting and monitorin g production and productivity expectations\, governing workload variety\, skills redundancy\, scheduling non-reactive work\, motivation and job sati sfaction.
• Informed decision-making\, including key performance ind icators\, critical success factors and other statistical analyses to get b eyond service levels into throughput parameters\; and to match service del ivery with customer satisfaction.
• Lead the department from the fro nt\, to represent it according to your vision for its position\, role and standing to its host organization\, clients and users.
• Anticipate demand and orchestrate resources both within and outside the immediate wor kgroup to meet that demand in accordance with true need and affordability.
• Orchestrate a workforce and other resources to ensure the workgro up&rsquo\;s entire workload is appropriately staffed so that nothing gets missed and all priorities are met\, for both reactive and project work.
• Identify\, measure\, monitor and act upon key performance indicators and use statistical functions against these to inform management decision s in correcting and improving service\, not just after-the-fact (Managemen t Information) but also in real time\n (Decision Support)\; use the se to regulate and improve workload throughput as a vital contribution to eventual achieved service-levels.
• Use a seven-stage skillset manag ement program to commoditize technical knowledge so that it can be imparte d at the appropriate level\; use this to eradicate Single Points of Failur e\, remove bottlenecks\, increase skills redundancy\, increase departmenta l\n service versatility\, and replace management technical responsi bilities to increase management involvement and quality.