Operations Shift Manager
About The Position
The Alarm Monitoring Center Shift Manager leads and supervises monitoring center staff during assigned shifts, ensuring continuous, efficient, and accurate monitoring of alarms, emergency signals, and customer service requests. The role supports operational excellence, compliance with company procedures, and high-quality service delivery in a 24/7 mission-critical environment. The position is based in Des Plaines, Illinois, and is full-time and shift-based. The listed shift is second shift; the role also requires availability for rotating shifts, weekends, and holidays. The work takes place in a fast-paced, high-stress, technology-driven environment and may involve extended periods of sitting while monitoring multiple screens.
Requirements
- High school diploma or equivalent required.
- Minimum 3–5 years of experience in an alarm monitoring center, dispatch center, or similar operations environment.
- Strong leadership and team management skills.
- Excellent communication and decision-making abilities.
- Ability to work under pressure and manage multiple priorities.
- Proficiency in alarm monitoring systems and dispatch software.
- Detail-oriented, reliable, and adaptable to shift work.
- Availability for rotating shifts, weekends, and holidays.
Nice To Haves
- Associate or bachelor’s degree in security management, criminal justice, or a related field.
- At least 1–2 years in a supervisory or leadership role.
- PERC (Permanent Employee Registration Card), or ability to obtain one.
- Additional security license required by the State of Oregon.
Responsibilities
- Supervise daily monitoring center operations during the assigned shift.
- Oversee real-time alarm handling, dispatching, and escalation processes to support timely responses.
- Maintain shift logs, activity reports, and performance metrics.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
- Manage workload distribution and ensure proper staffing levels.
- Lead, coach, and motivate monitoring center operators to meet performance and quality standards.
- Conduct training sessions and performance feedback discussions.
- Support mentoring and continued training of new operators.
- Promote a positive and professional work environment.
- Serve as the point of contact for critical incidents, customer escalations, and system alerts.
- Ensure accurate incident documentation and post-incident analysis.
- Monitor alarm monitoring system performance and promptly report technical issues.
- Ensure operators follow standard operating procedures and escalation protocols.
- Prepare and submit shift reports to senior management.
- Communicate operational updates and handovers between shifts.
- Participate in regular operations meetings.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
