Protective Operations Team Leader

Crisis24•Dallas, TX

1d•Onsite

About The Position

The Protective Monitoring & Response Team Leader (RMS TL) provides operational leadership within Crisis24 Private Strategic Group’s (PSG) Dallas command center. This role is responsible for supervising real-time monitoring operations, guiding incident triage and response activity, and ensuring consistent situational awareness and reporting across assigned client portfolios. In addition to hands-on operational responsibilities, the Team Leader serves as a people and process leader—supporting day-to-day operations, staffing, training, and performance management of Protective Monitoring & Response Specialists. The RMS TL plays a key role in maintaining operational readiness, quality control, and adherence to PSG standards while supporting executive-level clientele and high-profile environments worldwide. This position blends AI-driven surveillance technology with human judgment and team leadership, requiring steady decision-making under pressure, strong communication skills, and the ability to manage both operational outcomes and personnel performance in a 24/7 environment.

Requirements

Bachelor’s degree or equivalent military, law enforcement, or security operations experience
3+ years of experience in a GSOC, command center, or similar operational environment, with demonstrated leadership or supervisory responsibilities
Proven experience supporting executive or high-profile clients in high-stakes environments
Strong leadership, interpersonal, and communication skills with the ability to guide teams under pressure
Exceptional situational awareness, analytical thinking, and attention to detail
Familiarity with AI-supported monitoring platforms, access control systems, and incident management tools
Demonstrated ability to make sound, measured decisions in high-tempo environments
Strong written documentation and reporting skills
Proficiency with Microsoft Office and Google Suite
Commitment to discretion, confidentiality, and client trust
Flexibility to work variable shifts, including nights, weekends, and holidays

Responsibilities

Oversee real-time monitoring of security systems, live video feeds, and AI-assisted alerting platforms to identify and assess potential threats
Provide leadership-level review and validation of AI-generated alerts, ensuring accurate triage and escalation in accordance with PSG protocols
Serve as an escalation point for incidents, supporting timely decision-making and coordinated responses
Maintain situational awareness across assigned client portfolios, ensuring consistent, accurate communication during critical events
Lead, mentor, and support Protective Monitoring & Response Specialists during shift operations
Assist with staffing, scheduling, and day-to-day operational coverage to ensure continuity across a 24/7 operation
Support payroll validation and timekeeping processes
Provide coaching, feedback, and performance support aligned to PSG expectations and service standards
Assist with shift handovers to ensure accuracy, continuity, and accountability
Ensure professional, discreet, and effective communication with internal stakeholders, law enforcement, and external partners as required
Support executive-level customer service interactions, maintaining the high-touch standards expected by PSG clientele
Partner with PSG leadership to ensure consistent messaging, reporting accuracy, and operational alignment
Support new agent training and onboarding, ensuring readiness and adherence to PSG procedures
Assist with new client onboarding management and operational support
Support licensing management for all operators, ensuring compliance with regulatory and client requirements
Participate in ongoing training and procedural updates, reinforcing best practices and policy adherence
Oversee the creation and quality of incident documentation, notifications, and operational reports
Ensure accurate documentation of actions taken within incident management systems to maintain complete audit trails
Support technology systems management, including routine health checks and operational audits of monitoring platforms
Identify process or system issues and escalate as appropriate to leadership
Leadership of real-time monitoring, threat assessment, and response operations within PSG’s Dallas command center
Execution and oversight of escalation workflows, communication protocols, and operational standards
Day-to-day operations management, including scheduling, staffing, and performance support
Collaboration with PSG leadership to ensure consistency, compliance, and reporting accuracy
Contribution to a 24/7 operational culture focused on accountability, precision, professionalism, and team development