Associate Manager, Security Systems Technical Support
Overview
The Associate Manager, Security Technical Support, is tasked with contributing to the strategic direction of the department while supervising day-to-day operations and managing personnel effectively.This position ensures service excellence,optimizesteam performance, andmaintainscompliance with established standards and procedures. The role also guarantees the prompt andaccuratedelivery of high-quality responses to fulfillment requests and service incidents, supporting the life safety requirements of InterfaceSystemsAsset Protection clients.
Functional Focus
This roleis responsible forensuringthe accurateand efficient execution of critical technical processes, including fault isolation, repair, service restoration, and root cause analysis. TheAssociateManager, Security Technical Support,must uphold operational excellence while delivering an exceptional customer experience throughout all support activities.
Technical Leadership
TheAssociateManager, Security Technical Support,is responsible forleading a team that provides comprehensive support for a wide range of Asset Protection services. The ideal candidate willpossessa strong technical background across all supported solution offerings, which include, but are not limited to: Access Control, Business Intelligence solutions, CCTV/VMS (IP and analog), Intrusion and Fire Alarm systems, and Two-Way Audio technologies.Suchexpertiseis vital for providing leadership to the team, upholding exemplary service standards, and ensuring a consistentlyhigh levelof technicalproficiency.
Leadership and Team Management Responsibilities
This role requires strong leadership skills, attention to detail, the ability to delegate and follow-up effectively, manage multiple tasks simultaneously, adapt, and pivotprioritiesas necessary.
-
Deliver strong leadership and oversight to the Security Technical Support Team, including direct supervision of Supervisors and Security Support Agents (3- 6direct reports).
-
Support the establishment of goals andobjectives, contribute to the development and implementation of policies and procedures, and ensure adherence to operational standards.
-
Oversee KPIs for Supervisors and Agents by consistently evaluating performance, tracking progress, and implementing corrective actions to ensure accountability and results.
-
Maintain regular communication with theManager, Security Technical Support, providing updates on staffing, training, equipment needs, and potential risks or challenges.
-
Performadditionalduties asassigned to support departmental and organizationalobjectives.
Supervision of Operations
-
Assistin managingday-to-day operationsand the attainmentof departmental goals andobjectives.
-
Act as the principalescalationcontact, evaluateoptimalresolution strategies, ensure clear communication throughout the process, and implementtimely, decisive measures for problem resolution and process improvement.
-
Develop andmaintainwork schedules that provide adequate shift coverage for workload demands, including managing vacation requests and coordinatingovertimeas necessary.
-
Ensure adherence to customer experience standards and Service Level Agreements (SLAs).
-
Support the implementation and enforcement ofoperational processes, quality assurance protocols, communication standards, and deadlines. Maintain Standard Operating Procedures (SOPs) and policies,submittingall recommended updates through the change control process.
-
Prepare and distribute daily reportsdetailing team performance,retriprates, and other KPIs, to include customer concerns, system status updates, emerging issues, recent developments, and other pertinent business matters.
-
Review and manage support requests, inquiries, and complaints from both internal and external customers, ensuring prompt acknowledgment, efficient resolution, andtimelyfollow-up on all issues.
Service Support ReadinessandTechnician Enablement
-
Create andmaintaincompr