Security Control Center Operations Manager - ($80,000/year)

Job Summary

The Security Control Center Operations Manager is responsible for directing, holding accountable, and training all Control Center Operators. This role reports directly to the National Account Manager and must adhere to all company and client policies and procedures.

About the Role

The Global Security Control Center (GSCC) operates 24/7/365, managing incidents, events, and information for a client. Operators utilize various tools to investigate incidents and initiate appropriate responses, often interacting with high-level managers, security personnel, facility engineers, and law enforcement.

Responsibilities

• Manage weekly schedules, handle time off requests, and ensure staffing meets operational and client requirements.
• Conduct new hire interviews and select candidates.
• Train staff on alarm monitoring, intelligence research, incident management, dispatching, workplace safety, and travel safety.
• Ensure compliance with client procedures and expectations.
• Coach and counsel staff, investigate and resolve complaints, and provide technical support to security system end users.
• Coordinate incident and risk-based communications using mass notifications systems.
• Review and verify incident notifications for accuracy and efficiency.
• Establish and measure team objectives against Key Performance Indicators.
• Work second shifts, overnights, weekends, and holidays as needed.

Requirements

• Minimum of a bachelor’s degree or equivalent work experience.
• 5+ years of progressive security-related experience, including law enforcement, emergency services, military, or similar roles.
• One year of management or systems experience required.
• Proficiency with electronic access control applications and hardware.

Qualifications

• Demonstrated ability to train, coach, and motivate team members.
• Willingness to actively participate in the training, coaching, and development of team members.
• Proficiency in Microsoft Office programs (Word, Excel, PowerPoint, SharePoint).
• Ability to remain calm in emergencies and stressful situations.
• Good organizational skills and interpersonal skills.
• Strong understanding of electronic access control applications and hardware.
• Effective leadership and project team member skills.
• Strong time management and multitasking skills.
• Excellent written and verbal communication skills.
• Desire for continuous personal and operational development.

Skills

• Open-source intelligence gathering, analysis, and reporting best practices.
• Effective communication with staff at all levels in a high-pressure and fast-paced environment.
• Ability to manage multiple tasks concurrently.
• Frequent verbal and written communication.
• Close vision, distance vision, and ability to adjust focus.
• Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds.
• May be required to use a vehicle in the performance of duties.
• Exposure to inclement weather or environments requiring protective gear and devices.
• Ability to manage sensitive and confidential information in accordance with client Non-Disclosure Policy.

Benefits

• Retirement plan.
• Employer-provided medical and dental coverage.
• Company-paid life insurance.
• Voluntary life and disability insurance.
• Employee assistance plan.
• Securitas Saves discount program.
• Paid holidays.
• Paid time away from work.
• Access to earned wages on a daily basis, depending on local requirements.