Mastering IT Support Delivery Operational Manager Certification (MISD-OMC) provides skills and practices in the operational management of an IT support workgroup; thus is for any manager in charge of a group involved in the chain of receipt and resolution of user or systems support enquiries. It impacts the heads of all technical workgroups in Production ICT either in an ITSM or ECSM context. That includes Service Desk, Helpdesk, Desktop Support, Communications, Network and Infrastructure, Business Applications, Operations and DevOps, and may also include Development, where they are used in a support context.
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‘Mastering IT Support Delivery’ Curriculum
Career Level 3, Operational Manager Certificate
The syllabus comprises three main subject areas:
Successful candidates should be able to demonstrate knowledge and understanding of principles and techniques in the following areas:
Heads of all and any IT technical workgroup where IT support resolutions are part of the typical workload, especially where that work comprises interaction with end users and corporate authorities, including but not limited to Service Desk, Development, Desktop support, Network or Communications specialists, applications support specialists.
The MISD Operational Manager Certificate is the core of the MISD curriculum. It reflects the essential truth of any workgroup with a responsibility competently to deliver a consistent, high quality service, in line with the needs of the business. That truth is simply that the most effective way to build a successful workgroup is for it to be led by an able manager.
Technical skills may be in abundance. Staff may be willing and motivated. But if the manager does not know how to orchestrate these advantages into a delivered service, then perhaps the most we can hope for is a disorganised group of individuals doing their best.
The benefit to the organisation is the confidence in knowing that vital technical services are in the hands of competent, trained, qualified leaders, using proven techniques and leading motivated, skilled staff in the delivery of output oriented toward the business.
This qualification is in management, not technology. Unlike a technical specialisation, management is a horizontal skillset, applicable almost anywhere. Acquiring that skillset is advancement in itself – but furthermore, it opens up a broader panoply of career opportunities because of its universality.
The job of the successful manager is full of reward. It is knowing that by your actions and decisions, the staff who work for you and around you are getting more out of their jobs and their working lives by following a leader who runs the workgroup in their interests as well as those of the business. It is knowing that the department’s customers are getting the right services, properly delivered. It is seeing how your staff are appreciated by their customers. It is in the satisfaction of developing staff skillsets and knowing that their growth and advancement are the results of your policies and decisions.
MISD Operational Manager provides the ‘how to’ of running a successful support workgroup, in the form of interlinked methods and techniques that have been developed, tested, and proven over several decades in a range of industries. The successful candidate in this training receives a portable qualification and direction in career advancement.
Candidates must be able to demonstrate numeracy to adult skill level International PIAAC & IALS Level 4, England NQF & Wales CQFW Level 2, Scotland SCQF Level 5.
MISD Operational Manager Certificate
MISD Career Level 4, Support Strategy Manager Certificate
This course will prepare you to explore and attend our other MISD courses.