Security Systems Tech Support Associate Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Contribute to the strategic vision of the Security Technical Support department.

• Oversee daily operations and manage a team of Supervisors and Security Support Agents.

• Ensure exceptional service delivery, team performance, adherence to compliance, and timely high-quality responses.

• Lead support initiatives for Access Control, Business Intelligence, CCTV/VMS, Intrusion and Fire Alarm systems, and Two-Way Audio technologies.

• Set goals and objectives while aiding in the development and implementation of policies and procedures.

• Monitor KPIs, assess performance, track progress, and take corrective actions as necessary.

• Communicate staffing, training, equipment requirements, risks, and challenges to the Manager of Security Technical Support.

• Serve as the primary escalation point and implement resolution and process improvement strategies.

• Develop work schedules, manage vacation requests, and coordinate overtime efforts.

• Ensure compliance with customer experience standards and service-level agreements (SLAs).

• Maintain standard operating procedures (SOPs) and policies through the change control process.

• Prepare and disseminate daily reports regarding team performance, retrip rates, customer concerns, system status, and emerging issues.

• Review and address internal and external customer support requests, inquiries, and complaints.

• Create and maintain Service Success Guides, checklists, Technician Service Guides, and instructional resources.

• Evaluate training needs and collaborate with the Technical Training Manager to develop training programs.

• Recruit, interview, and extend offers to suitable candidates.

• Oversee onboarding, provide training and mentorship, conduct one-on-one sessions and performance evaluations, and implement coaching and progressive discipline.

⛳️ Requirements

• Preferred BS/BA degree, or relevant/equivalent work experience may be considered in lieu of a degree.

• At least 2+ years of progressive leadership experience within customer-facing Support and Delivery teams, particularly in Asset Protection Security services.

• Proven track record in managing a variety of security projects.

• Proficient in process optimization, training, performance evaluation, data analysis, system integration, and automation.

• Extensive knowledge of Asset Protection Security.

• Demonstrated expertise in technical problem-solving, business process development, and analytical analysis.

• Outstanding written and verbal communication skills.

• Capability to communicate effectively with employees, contractors, clients, vendors, and executive management.

• Experience with Microsoft Office software tools.

• Ability to type quickly and accurately: at least 20 wpm, ideally 30+ wpm.

• Availability to provide leadership and support during operational hours, Monday through Sunday, from 7:00 AM to 10:00 PM Central Time, as required.

• Flexibility to work beyond the standard 40-hour week based on business needs.

🏝️ Benefits

• Salaried, exempt position.

• Equal Employment Opportunity employer.

• Disability accommodations available during the application and interview processes.

• Employee culture centered around collaboration, commitment, and enjoyment.

• Opportunities for personal growth and transformation.