Title: Security Control Center Operations Manager
JOB SUMMARY : Responsible for the direction, accountability, and training of all Control Center Operators. Manager will report directly to the National Account Manager and will hold himself/herself, and all direct reports, accountable to all Company and Client issued policy and procedures.
Distinguishing Characteristics:
The Global Security Control Center (GSCC) is a 24/7/365 security operation which manages incidents, events, and information for a client, and directs appropriate responses which protect the client's assets, reputation, and workforce. To this end, operators utilize a variety of observation tools including multiple alarm monitoring applications and video surveillance platforms. Operators use these tools to investigate any incident that constitutes a violation of Global Security policy or any incident that could negatively impact the client's business operations. Operators are responsible for initiating a response to such incidents and documenting their actions accordingly. Such incidents may include duress calls, power outages, medical emergencies, fire alarms, employee terminations, inclement weather, terrorist activity, etc. These incidents will frequently require the operator to interact with various high-level managers, security personnel, facility engineers, and law enforcement personnel.
Required Skills and Expertise
The duties and responsibilities listed describe the business purpose of this position. Other duties and responsibilities may be assigned as required. All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in compliance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification and/or direction from their manager. Duties and responsibilities include, but may not be limited to:
Integrity and professionalism
Positive attitude with excellent verbal and written communication skills
Broad knowledge of and experience with open-source intelligence gathering, analysis, and reporting best practices.
Ability to communicate effectively with staff at all levels in a high pressure and fast paced environment.
Manage weekly schedule to include time off requests and ensure staffing levels meet operational and client requirements.
New hire interviews and selection
Provide consistent and effective training to staff including but not limited to.
Alarm monitoring, intelligence research and analysis, travel safety, incident management, dispatching, and workplace safety issues.
Ensure compliance with client procedures and expectations.
Coaching and Counseling staff.
Primary point of contact between Control Center and Client Management
Investigates and resolves complaints.
Work directly with Operators to ensure effective alarm management.
Using mass notifications system, coordinate the follow through of incident and risk-based communications to impacted personnel and key stakeholders.
Review incident notifications created and distributed by the operators to ensure accuracy and efficiency.
Provide technical support to security system end users.
Establish strong team objectives and measure them against Key Performance Indicators
Travel to and from client's disaster recovery location in Grafton Massachusetts
Position has on-call responsibility
Flexibility is required to include working second shift, overnights, weekends, and holidays as operational needs dictate.
Management reserves the right to assign additional project work and tasks to supplement the core functions.
Minimum Education/Experience at Entry
Bachelor's degree or equivalent work experience preferred. 5+ years of progressive, security-related experience, law enforcement, emergency services, military, or other relevant experience. Previous experience working in and leading personnel in a Global Security Operations Center or similar command center experience. A minimum of one (1) year management or systems experience required. Proficiency with electronic access control applications/hardware
Competencies (as demonstrated through experience, training, and/or testing)
Demonstrated ability to train, coach, and motivate.
Willingness to be active in the training, coaching, and development of their team.
Proficiency in Microsoft Office programs (Word, Excel, Power Point, SharePoint)
Ability to stay calm in emergencies and stressful situations.
Good organizational skills
Good interpersonal skills, with the ability to interact effectively at all levels of the company and across diverse cultures.
Strong understanding of electronic access control applications and hardware
Understanding of security operations.
Ability to be an effective leader and member of project teams.
Strong time management and multitasking skills as well as attention to detail
Excellent written and verbal communication skills with ability to concisely and effectively address questions and provide subject matter expertise on systems and procedures.
Desire for continual personal development and operational development
Working Condition (Physical/Mental Demands)
With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions. In addition to other demands, the demands of the job include:
Maintaining composure in dealing with clients and staff, occasionally under conditions of urgency and in pressure situations
Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey in addition to any mandatory licensing requirements.
Required ability to manage multiple tasks concurrently.
Computer usage including data entry.
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 vehicle in the performance of duties.
On occasion it may be required to perform stressful and physical activity
Depending upon assignment may be exposed to inclement weather or be required to work in environments or under conditions that require the use of protective gear and devices and/or awareness of personal safety and safety of others.
Job responsibilities require ability to manage sensitive and confidential information in accordance with client Non-Disclosure Policy
"Securitas is committed to diversity, equity, inclusion and belonging in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic."
MetroBoston
Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.
Benefits include:
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
Additionally, some populations may have the availability of accessing earned wages on a daily basis, prior to payday. Restrictions and fees may apply.
Certain waiting periods may also apply. Paid time away from work may be available either through a combination of vacation and sick time or under a PTO policy, depending on local requirements. Benefits may be different for union members.
