Assistant Manager, Monitoring Operations

Essential Duties & Responsibilities

• Lead and supervise a team of approximately 35 Monitoring Specialists and Monitoring Leads
• Oversee onboarding, offboarding, scheduling, performance management, corrective actions, and employee development
• Support overnight operational coverage, including call offs and escalations
• Monitor live surveillance activity and ensure incidents are properly identified, documented, and escalated
• Respond to alerts and coordinate with authorities when required
• Review archived footage and support incident investigations
• Prepare and communicate operational and incident reporting to leadership
• Support execution within monitoring and incident reporting systems
• Partner with leadership to improve processes and drive team performance
• Deliver a high level of customer service and operational support
• Regularly communicate on day-to-day activities and issues to Monitoring Manager

Qualifications & Experience

• High School Diploma or equivalent required
• College education preferred but not required
• 3 to 5+ years of leadership experience required
• Prior experience leading teams in operations, monitoring, dispatch, security, call center, or similar environments preferred
• Previous overnight shift experience preferred
• Strong coaching, communication, and performance management skills
• Proficient computer skills and ability to learn new systems
• Detail oriented with strong problem solving and decision making capabilities
• Ability to work independently in a fast paced environment