Manager, Project Support Team

Join the leader in providing smarter solutions for a safer world.

Kastle is the nations leading provider of Managed Security Services. Our customers depend on us every day and include the whos who of commercial real estate, distinguished global retail brands, leading commercial enterprises and critical government facilities. We are committed to providing a Wow customer experience and we continually invest in the next big ideas to shape and transform our industry.

We are proud to say that our people are the industrys best and we work hard to create a culture that provides a compelling career for talented individuals. Kastle Systems is a leading Business to Business (B2B) provider of security-as-a-managed-service.

The Manager, Project Management oversees a team of Project Managerment Professionals to ensure accurate, timely, and profitable system installations that meet or exceed client expectations. The manager is well-versed in team member responsibilities and directly engages with clients to resolve any issues or disputes, ensuring swift resolution and customer satisfaction.

Responsibilities

Project and Installation Management :

• Manage and oversee the preparation and delivery of installation packages for Project Managers and Technicians.
• Ensure the preparation, review, and processing of contracts in CRM systems, verifying completeness and accuracy.
• Oversee system programming verification and conduct post-installation system activity reports to confirm functionality.
• Oversee the Permit Coordinators in permit submissions, scheduling inspections, tracking workload, and processing reimbursement requests.
• Ensure accuracy of field technician packages and verify that all hardware information is uploaded into the system support databases.
• Oversee preparation of post-installation packages for customer review, including final system verification and activity reports.

Process and Quality Management :

• Manage the implementation of quality assurance programs for parts verification prior to shipment, collaborating with the Inventory Team.
• Oversee tracking of project end dates for accurate revenue reporting and coordinate with Inventory Team for shipping to remote and international sites.
• Ensure accurate management of unused or faulty parts returns and tracking in AX.
• Monitor project timelines to enforce adherence to SLA time frames for PM cases.
• Manage process improvement initiatives to streamline the project lifecycle from PO creation through project completion.
• Manage work with International Partners to navigate shipping nuances, import / export regulations, and ensure smooth operations across different countries.
• Oversee the billing of all 3rd party systems, including intercoms, ensuring accuracy and timely processing.

Client and Stakeholder Relations :

• Maintain excellent communication with internal and external clients to address inquiries and resolve issues promptly.
• Oversee support for Project Managers in delivering security system training to clients as needed.
• Manage coordination with internal departments such as EPL, Purchasing, Operations, and Client Services to meet project deliverables.
• Ensure customer feedback is solicited to assess service and system effectiveness, initiating corrective actions as necessary.
• Oversee project status reporting and presentation of technical reports to non-technical stakeholders to ensure clarity and alignment with business outcomes.

Team Leadership and Development :

• Manage accountability for the metrics in the ticketing system, ensuring that performance goals are met.
• Drive team members to resolve cases in a timely manner to meet internal customer needs and maintain service standards.
• Assign tasks, monitor progress, and provide training and technical support to the Project and Installation Support team.
• Identify areas for training and development and implement training programs to address skill gaps.
• Conduct performance reviews and provide feedback to promote skill development and operational excellence.
• Collaborate with management to align team activities with regional and organizational goals.
• Foster a culture of continuous improvement and promote adherence to safety and regulatory standards.

Technical and Engineering Support :

• Serve as the security product, equipment, and services expert, providing technical guidance to the Project Coordinator team.
• Manage site assessments and compile change order cost proposals, submittal documents, and as-built packages.
• Monitor compliance with design specifications and safety standards throughout the project lifecycle.
• Support the engineering team in developing project schedules, estimating costs, and implementing sustainable, eco-friendly solutions.

Qualifications

Qualifications and Requirements :

• Bachelors degree in Project Management, Engineering, or related field preferred.
• 5+ years of experience in project management, installation coordination, or operations support within security, construction, or related industries.
• Proven leadership experience, with a focus on managing…