Security Control Center Operations Manager

Title:

Security Control Center Operations Manager

JOB SUMMARY: Responsible for the direction, accountability, and training of all Control Center Operators. The Manager will report directly to the National Account Manager and will hold themselves 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. Operators use a variety of observation tools, including alarm monitoring applications and video surveillance platforms, to investigate violations of global security policy or incidents that could negatively impact the client’s business operations. Operators initiate responses, document actions, and 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 environment
• Manage weekly schedule, time‑off requests, and staffing levels to 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 and analysis, travel safety, incident management, dispatching, and workplace safety issues
• Ensure compliance with client procedures and expectations
• Coach and counsel 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 incident and risk‑based communications to impacted personnel and stakeholders via mass notification system
• Review incident notifications to ensure accuracy and efficiency
• Provide technical support to security system end users
• Establish strong team objectives and measure them against KPIs
• Travel to and from client’s disaster recovery location in Grafton, Massachusetts
• Position has on‑call responsibility
• Flexibility to work second shift, overnights, weekends, and holidays as operational needs dictate
• Management reserves the right to assign additional project work and tasks to supplement core functions

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. Prior experience leading personnel in a global security operations center or similar command center. One year of management or systems experience required. Proficiency with electronic access control applications and hardware.

• Demonstrated ability to train, coach, and motivate
• Willingness to be actively involved in training and development of the team
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, SharePoint)
• Ability to remain calm in emergencies and stressful situations
• Good organizational skills
• Strong interpersonal skills, effective interaction at all company levels and across cultures
• Strong understanding of electronic access control applications and hardware
• Understanding of security operations
• Effective leadership and team member skills
• Time management, multitasking, and attention to detail
• Excellent written and verbal communication, concise subject‑matter expertise on systems and procedures
• Desire for continual personal and operational development

• Maintain composure with clients and staff under urgency and pressure
• Meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey, and any required licensing
• Manage multiple tasks concurrently
• Frequent computer usage including data entry
• Frequent verbal and written communication
• Vision requirements: close vision, distance vision, ability to adjust focus
• Frequent lifting or moving up to 10 lbs, occasionally up to 25 lbs
• Use of vehicle…