RVM Operations Manager

DSI Security Services•Dothan, AL

13d•Onsite

About The Position

DSI Security Services is seeking an experienced and results-driven Remote Monitoring Center Manager to lead the daily operations of our growing Remote Monitoring Center (RMC) in Dothan, Alabama. This is an exciting opportunity for a leader who thrives in a fast-paced, technology-driven environment and enjoys developing teams, improving operational performance, and delivering exceptional customer service. The Remote Monitoring Center Manager will play a critical role in shaping the future of DSI's nationwide remote video monitoring and security technology services. If you have experience leading a Security Operations Center (SOC), Network Operations Center (NOC), monitoring center, command center, dispatch operation, or similar 24/7 environment, we want to hear from you.

Requirements

Minimum of three (3) years of leadership experience in a 24/7 operational environment.
Minimum of two (2) years managing personnel in a monitoring center, Security Operations Center (SOC), Network Operations Center (NOC), command center, dispatch center, or similar environment.
Experience overseeing alarm monitoring, video monitoring, dispatch operations, emergency communications, or critical incident response.

Nice To Haves

Relevant professional experience in business operations, security management, criminal justice, information technology, computer systems, or a related field.
Experience with the Immix monitoring automation platform.
Knowledge of video surveillance systems, access control systems, and alarm monitoring technologies.
Understanding of IP networking, cloud technologies, VPNs, and cybersecurity fundamentals.

Responsibilities

Lead, coach, develop, and motivate Monitoring Center personnel.
Recruit, hire, onboard, and train team members.
Maintain staffing levels to support uninterrupted 24/7 operations.
Manage employee schedules, performance reviews, and development plans.
Establish and monitor team performance goals and key metrics.
Promote a culture of accountability, teamwork, and exceptional customer service.
Oversee all aspects of Remote Monitoring Center operations.
Ensure compliance with standard operating procedures and customer response protocols.
Monitor alarm response times, SLA performance, operator productivity, and customer satisfaction.
Review incidents and operational trends to identify opportunities for improvement.
Investigate service issues, procedural deviations, and customer concerns.
Support onboarding and implementation of new customers and monitored locations.
Oversee and optimize monitoring technologies including video surveillance platforms, alarm monitoring systems, AI-driven analytics, and communications tools.
Partner with Technical Services to troubleshoot and resolve operational issues.
Support implementation and testing of new technologies and service offerings.
Ensure operational readiness of monitoring workstations, displays, and communication systems.
Promote cybersecurity best practices and operational security standards.
Serve as an escalation point for customer concerns and critical incidents.
Participate in customer reviews and performance discussions.
Collaborate with Sales, Customer Success, Technical Services, and Executive Leadership to support business growth.
Assist with service expansions, renewals, and operational planning.
Lead quality assurance programs and operational audits.
Support business continuity and disaster recovery planning.
Identify operational risks and implement corrective actions.
Maintain required operational documentation, certifications, and compliance records.
Coordinate disaster recovery exercises and system testing.