The Manager, Security Technical Support, is responsible for providing strategic direction and overseeing the operational management of the department’s daily activities and personnel. This position ensures service excellence, optimizes team performance, and maintains compliance with established standards and procedures. The role also guarantees the prompt and accurate delivery of high-quality responses to fulfillment requests and service incidents, supporting the life safety requirements of Interface Systems’ Asset Protection clients. Functional Focus This role is responsible for ensuring the accurate and efficient execution of critical technical processes, including fault isolation, repair, service restoration, and root cause analysis. The Manager, Security Technical Support, must uphold operational excellence while delivering an exceptional customer experience throughout all support activities. Technical Leadership The Manager, Security Technical Support, is responsible for leading a team that provides comprehensive support for a wide range of Asset Protection services. The ideal candidate will possess a 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. Such expertise is vital for providing leadership to the team, upholding exemplary service standards, and ensuring a consistently high level of technical proficiency. Operational Innovation As the departmental leader, this position is accountable for driving strategic improvement initiatives that enhance the overall customer experience, increase operational efficiency, and foster innovation. The role will lead efforts to enable scalability through the development and implementation of improved performance standards, process mechanization, and advanced automation. This includes championing continuous improvement practices and aligning departmental objectives with organizational goals to deliver measurable results. Leadership and Team Management Responsibilities Deliver strong leadership and oversight to the Security Technical Support Team, including direct supervision of Supervisors and Security Support Agents (4–5 direct reports). Establish clear direction and communicate a compelling vision that aligns team efforts with organizational strategy. Establish goals and objectives, develop and implement policies and procedures, and ensure compliance with operational standards. Define and monitor Key Performance Indicators (KPIs) for Supervisors and Agents; regularly evaluate performance, document progress, and implement corrective actions as needed. Foster cross-departmental collaboration by breaking down silos and promoting effective communication between teams and departments. Maintain regular communication with the Director, providing updates on staffing, training, equipment needs, and potential risks or challenges. Perform additional duties as assigned to support departmental and organizational objectives. Supervision of Operations Oversee day-to-day operations to ensure achievement of departmental goals and objectives. Develop and maintain work schedules that provide adequate shift coverage for workload demands, including managing vacation requests and coordinating overtime as necessary. Ensure adherence to customer experience standards and Service Level Agreements (SLAs). Establish and enforce compliance with operational processes, quality assurance protocols, communication standards, and deadlines. Maintain Standard Operating Procedures (SOPs) and policies, submitting all recommended updates through the change control process. Prepare and distribute daily reports to supervisors detailing team performance, retrip rates, and other KPI, to include customer concerns, system status updates, emerging issues, recent developments, and other pertinent business matters. Collaborate with Customer Delivery and Installation Success teams to approve all client procedures prior to site activation. Partner with Account Management and Customer Experience leaders to assist with client calls related to open incidents or escalations. Respond promptly to client inquiries and investigations, ensuring timely resolution. Problem Resolution and Process Improvement Serve as the primary point of escalation, determining the most effective resolution approach, communicating clearly, and taking decisive action. Participate in the evaluation and recommendation of new installation projects to ensure solutions can be effectively serviced by Field Technicians and supported by the Security Technical Support Team; responsibilities include reviewing design documents, Statements of Work (SOW), and playbooks. Promptly review and address internal and external customer complaints, ensuring timely resolution and follow-up. Collaborate with cross-functional teams to identify and implement process improvements and service enhancements, ensuring alignment with customer expectations and organizational objectives. Hiring, Training, and Development Recruit, interview, and extend employment offers to qualified candidates. Oversee new hire orientation and onboarding processes to ensure successful integration into the team. Assess team training needs and collaborate with the Technical Training Manager to design and implement development programs. Review, evaluate, and provide feedback on technical and instructional content created for the Security Technical Support Team to ensure accuracy, relevance, and effectiveness. Provide ongoing training, mentorship, and guidance to team members; promote a culture of continuous learning and professional growth. Support career development initiatives, including conducting one-on-one meetings and formal performance reviews. Deliver coaching and administer progressive discipline in accordance with company policies and procedures.