Security Control Center Operations Manager

Job Title

Security Control Center Operations Manager

Responsible for the direction, accountability, and training of all Control Center Operators. Manager will report directly to the National Account Manager and hold 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, and directs appropriate responses to protect the client’s assets, reputation, and workforce. Operators utilize a variety of observation tools including multiple alarm monitoring applications and video surveillance platforms. They investigate any incident that constitutes a violation of Global Security policy or may negatively impact the business operations, initiate a response, and document their actions.

Incidents may include duress calls, power outages, medical emergencies, fire alarms, employee terminations, inclement weather, terrorist activity, etc., requiring interaction 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 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 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

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. A minimum of one (1) year management or systems experience required. Proficiency with electronic access control applications/hardware.

• 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…