Security Control Center Operations Manager

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

Quincy, MA, United States and 5 more

JOB SUMMARY: Responsible for the direction, accountability, and training of all Control Center Operators. The manager reports directly to the National Account Manager and holds himself/herself and all direct reports accountable to all Company and Client issued policy and procedures.

The Global Security Control Center (GSCC) is a 24/7/365 security operation that manages incidents, events, and information for a client, directing appropriate responses to protect the client’s assets, reputation, and workforce. Operators use observation tools including alarm monitoring applications and video surveillance platforms to investigate any incident that constitutes a violation of Global Security policy or may negatively impact the client’s business operations.

Operators initiate responses and document their actions. Incidents may include duress calls, power outages, medical emergencies, fire alarms, employee terminations, inclement weather, terrorist activity, etc. These incidents frequently require the operator to interact with high‑level managers, security personnel, facility engineers, and law enforcement.

• Integrity and professionalism
• Positive attitude with excellent verbal and written communication skills
• Broad knowledge of open‑source intelligence gathering, analysis, and reporting best practices
• Effective communication with staff at all levels in a high‑pressure, fast‑paced environment
• Manage weekly schedule to include time‑off requests and ensure staffing levels meet operational and client requirements
• Conduct new‑hire interviews and selection
• Provide consistent and effective training to staff, including but not limited to: alarm monitoring, intelligence research, 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
• Investigate and resolve complaints
• Work directly with Operators to ensure effective alarm management
• Coordinate mass notifications and follow‑through of incident and risk‑based communications to impacted personnel and stakeholders
• Review incident notifications created by operators for 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
• On‑call responsibility
• Work flexible hours, including second shift, overnights, weekends, and holidays as needed
• Management reserves the right to assign additional project work

Bachelor’s degree or equivalent work experience preferred. Five or more years of progressive, security‑related experience, law enforcement, emergency services, military, or other relevant experience. Previous experience leading personnel in a Global Security Operations Center or similar command center. Minimum one year of management or systems experience. Proficiency with electronic access control applications/hardware.

• Demonstrated ability to train, coach, and motivate
• Willingness to be active in training, coaching, and development of the team
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, SharePoint)
• Ability to stay calm in emergencies and stressful situations
• Good organizational and time‑management skills
• Strong interpersonal skills and ability to interact at all levels and across cultures
• Strong understanding of electronic access control applications and hardware
• Understanding of security operations
• Ability to lead and participate in project teams
• Attention to detail
• Excellent written and verbal communication skills
• Desire for continual personal and operational development

Requires physical and mental capacity to perform all essential functions. Demands include maintaining composure under urgent and stressful situations, background checks, controlled substance testing, behavioral selection survey,…