Manager, Security Operations and Office Support

Ryan•Plano, TX

9d•Hybrid

About The Position

The Manager, Security Operations and Office Support, manages an integral branch of the Real Estate, Facilities and Office Services department and is an important member of the department’s leadership team. The Manager oversees the operations of global physical security. A critical component of this role is to help establish and oversee the global physical security policies and procedures while encouraging a positive and relevant security culture to ensure a safe and secure environment for employees, customers and guests. This position is responsible for sustaining business continuity of security services ensuring uninterrupted team member access to corporate resources. The role also supports security-related projects, technology operations, audits, reporting, and vendor coordination across the Firm.

Requirements

Bachelor’s degree and 3-5 years supervisory experience in a customer service-related field required.
3+ years of experience in physical security systems administration (Lenel S2 and Milestone VMS preferred).
Intermediate skills in Microsoft® Office and Internet navigation and research.
Valid driver’s license required.
The position will have direct reports.

Nice To Haves

ASIS Physical Security Professional (PSP) or similar industry-recognized certification.

Responsibilities

Leads all Security and Office Support Operations team members through hiring, retention, and promotional activities; ensures established standards of continuous improvement are met.
Provides leadership for exceptional customer service at all levels of the organization; decides on the tasks and use of resources needed to attain them; communicates goals to team members.
Influences and motivates employees to achieve organizational goals; ensures team operational and strategic direction and accountability.
Supervises the scheduling of team members to ensure the highest of quality service coverage is provided during business hours and in specific situations such as power outages, inclement weather, company events or other impacts to business continuity.
Delegates tasks and ensures the execution of departmental workflow; orchestrates the team’s calendar appointments to ensure proper accountability and that customer deadlines and service levels are observed.
Regulates the operation of, and performs routine troubleshooting on, company-wide security access control systems.
Coordinates security-related projects and cross-functional activities associated with new offices, renovations, acquisitions, and other facilities initiatives.
Manages the performance and maintenance of various REFOS information resources and tools, including Security Access Systems, select office parking, and employee and building personnel badges across Ryan office locations globally.
Supports security incident response and investigations by reviewing available badge, access control, and video information and escalating matters in accordance with established procedures.
Develops, maintains, and periodically updates standard operating procedures (SOPs) for physical security operations to promote consistency, compliance, and operational effectiveness.
Coordinates security technology installations and implementations, including vendor coordination, testing, and closeout for new or modified office locations.
Negotiates, procures and purchases all Security and Office Support related goods while practicing fiscal accountability.
Responsible for developing annual budgets and creating Workday requisitions and POs.
Analyzes key metrics (KPIs and Internal Customer Service Evaluations) to gauge the quality of team deliverables and resolves all customer related issues.
Engages and coordinates security vendor to perform maintenance and repairs when door access and security device issues occur.
Performs remote resets on security access systems for all offices globally when systems report off-line status.
Troubleshoots and corrects any employee and building personnel badge programming issues.
Supports administration of the Firm’s visitor management system and related security processes.
Develops, catalogs and maintains training materials and the group’s process and procedural manuals.
Evaluates and improves group processes and procedures, ensuring alignment of the needs of the Firm and its clients.
Serves as the SME (subject matter expert) and department representative for corporate initiatives relating to switchboard technology, building systems access systems, and emergency management and contingency planning.
Facilitate regular systematic audits of the company-wide security access system to proactively identify any security access operational issues.
Monitors surveillance equipment and reports any observed suspicious activity to appropriate management personnel.
Engages and coordinates security vendor to perform maintenance and repairs when camera issues occur.
Executes and audits monthly badge access reports, including occupancy metrics, for department SVP.
Assesses security policies, programs and procedures to ensure compliance with internal security policies and directives and to identify risks and opportunities for improvement.
Maintains accurate documentation of security policies, procedures, system configurations, project activity, and audit results.
Uses security and occupancy data to support reporting, trend analysis, and operational decision-making.
Supports tracking of security technology lifecycle needs and project deliverables to support proactive planning.
Utilizes technology and automation, including AI-enabled tools where appropriate, to improve workflows and reporting.
Performs other duties as deemed necessary.