Operations Shift Manager

Job Details

• Job Location:
  
  Des Plaines, IL 60018
• Position Type:
  Full Time
• Salary Range: $50,000.00 - $55,000.00 Salary/year
• Job Title:
  
  m  toring  er  t  ger
• Department:  ations
• Reports To:
  
  Senior Operations  ger     Operations Director
• Location:
  
  Des Plaines, IL
• Employment Type:
  
  Full-Time (Shift-Based, 24/7 Operations)

The  m  toring  er  t  ger   responsible for leading and supervising  toring  er staff during assigned  ts to ensure the continuous, efficient, and accurate  toring    ms, emergency signals, and customer service requests. This role ensures operational excellence, adherence to company procedures, and high-quality service delivery in a 24/7 mission-critical environment.

• Supervise daily  toring  er operations during the assigned  t.
• Oversee real-time  m  ling, dispatching, and escalation processes to ensure timely responses.
• Maintain  t  , activity reports, and performance metrics.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Manage workload distribution and ensure proper staffing levels.

• Lead, coach, and motivate  toring  er operators to meet performance and quality standards.
• Conduct training sessions and performance feedback discussions.
• Support the mentoring and continued training of new operators.
• Promote a positive and professional work environment.

• Serve as the point of contact for critical incidents, customer escalations, and system alerts.
• Ensure accurate documentation and post-incident analysis.

• Monitor the performance of  m  toring  ems and report technical issues promptly.
• Ensure operators follow standard operating procedures (SOPs) and escalation protocols.

• Prepare and submit  t  rts to senior management.
• Communicate operational updates and handovers between shifts.
• Participate in regular operations meetings.

• 24/7 operation environment — must be available for rotating shifts, weekends, and holidays.
• Fast-paced, high-stress, and technology-driven workspace.
• May involve extended periods of sitting and monitoring multiple screens.

• Alarm response times and accuracy.
• Staff performance and morale.
• Compliance with SOPs and regulatory requirements.
• Customer satisfaction and incident resolution quality.

• High school diploma or equivalent required; associate or bachelor’s degree in security management, criminal justice, or related field preferred.
• Minimum 3–5 years of experience in an  m  toring  er, dispatch center, or similar operations environment.
• At least 1–2 years in a supervisory or leadership role preferred.

• Strong leadership and team management skills.
• Excellent communication and decision-making abilities.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in  m  toring  ems and dispatch software.
• Detail-oriented, reliable, and adaptable to  t  .

• PERC (Permanent Employee Registration Card) or ability to get one
• Additional Security License (required by State of Oregon)