Residential Security Agent Team Lead

Concentric•Palo Alto, CA

23h•Onsite

About The Position

Concentric is seeking a Residential Security Agent Team Lead to join a team embedded with a client in Palo Alto, California. This is an onsite, full-time position responsible for managing a residential security team that provides 24/7 coverage. The role requires a customer service-focused approach, active management of team members, and close collaboration with the client’s executive protection team to ensure deliverables, process alignment, and program development. The schedule involves 12-hour shifts, including weekends and holidays, with a '4/3 and 3/4' rotation.

Requirements

5 years of experience, preferably in an armed residential security discipline.
Proven experience in and ability to lead, coach, and mentor security personnel.
Experience managing small teams.
All required licenses and certification requirements, including: Current CA state guard card (unarmed position).
Must have current CPR/AED/First Aid certificate.
A successful track record operating within a high-touch, customer service environment.
Appropriate professional bearing and customer service skills.
Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.
High ethical standards with proven ability to handle highly confidential and sensitive information, excellent judgment, discretion, and diplomacy.
Excellent written and verbal communication skills.
Skilled in synthesizing facts, concepts, and principles.
Emotional intelligence and a customer-focused approach.
Valid Driver’s License.
Agent must be of a physical standard to be able to: Patrol a large, sprawling property almost entirely on foot, often covering long distances and navigating physically demanding terrain.
Assist client if injured or need evacuating.

Nice To Haves

Operational experience with residential security teams, executive protection details and/or high-profile corporate security teams.
Executive Protection and/or Tactical training (Military/Law Enforcement).

Responsibilities

Manage and track the day-to-day operations of the Residential Security Team (RST), including personnel, scheduling, equipment, processes, procedures, and incidents.
Serve as the subject matter expert (SME) for advising the client on residential security matters.
Collaborate with the client in the development of Standard Operating Procedures (SOPs), response plans, and suggesting security infrastructure.
Brief the client's Executive Protection (EP) Team and report on incidents, suspicious activity, and other developments.
Act to support threat management and emergency response, serving as the first point of contact for client security needs.
Maintain an accurate and organized inventory of equipment and other administrative documentation.
Monitor and manage camera systems, access control technology, and other security tools.
Monitor critical facility functions as assigned by the client.
Advise on and take action regarding unknown visitors, phone calls, and other contacts.
Maintain excellent rapport and open lines of communication regarding client needs, requests for support, service issues, and deliverables.
Provide a high standard of customer service delivery for clients, guests, and staff.
Ensure client deliverables are met across the full suite of security services.
Proactively communicate with clients regarding risks to personnel, property, or privacy.
Ensure completion of any client-required plans, surveys, or reports.
Assist with customer service issues to ensure a consistently high level of service.
Communicate with co-workers, management, clients, and others in a courteous and professional manner.
Conform with and abide by all regulations, policies, work procedures, and instructions.
Provide coverage for and perform the duties of the RST members, as needed.

Benefits

HSA medical plan with 100% premium coverage for employee-only coverage.
PPO medical plan with substantial dependent premium coverage.
HSA employer contribution.
Medical FSA.
Employer-paid insurance: life, STD, LTD, and AD&D.
401(k) including employer match.
Paid holidays.
Paid leave (vacation, sick, parental).
Annual Health & Wellness Benefit.
Pet Insurance.
National discount employee program.
Employee Assistance Program for personal needs.
Credentity Protection - Eclipse Digital Protection by Concentric.
Free access to our Risk Intelligence Dashboard and GEAR App.
Dedicated Security and Intelligence Training Programs for Professional Development.
Coaching and Mentoring Opportunities.