Associate Manager, Security Systems Technical Support

Role Summary

The Associate Manager, Security Technical Support, is tasked with contributing to the strategic direction of the department while supervising day-to-day operations and managing personnel effectively.This position ensures service excellence,optimizesteam performance, andmaintainscompliance with established standards and procedures. The role also guarantees the prompt andaccuratedelivery of high-quality responses to fulfillment requests and service incidents, supporting the life safety requirements of InterfaceSystemsAsset Protection clients.

Functional Focus

This roleis responsible forensuringthe accurateand efficient execution of critical technical processes, including fault isolation, repair, service restoration, and root cause analysis. TheAssociateManager, Security Technical Support,must uphold operational excellence while delivering an exceptional customer experience throughout all support activities.

Technical Leadership

TheAssociateManager, Security Technical Support,is responsible forleading a team that provides comprehensive support for a wide range of Asset Protection services. The ideal candidate willpossessa 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.Suchexpertiseis vital for providing leadership to the team, upholding exemplary service standards, and ensuring a consistentlyhigh levelof technicalproficiency.

Leadership and Team Management Responsibilities

This role requires strong leadership skills, attention to detail, the ability to delegate and follow-up effectively, manage multiple tasks simultaneously, adapt, and pivotprioritiesas necessary.

Deliver strong leadership and oversight to the Security Technical Support Team, including direct supervision of Supervisors and Security Support Agents (3- 6direct reports).

Support the establishment of goals andobjectives, contribute to the development and implementation of policies and procedures, and ensure adherence to operational standards.

Oversee KPIs for Supervisors and Agents by consistently evaluating performance, tracking progress, and implementing corrective actions to ensure accountability and results.

Maintain regular communication with theManager, Security Technical Support, providing updates on staffing, training, equipment needs, and potential risks or challenges.

Performadditionalduties asassigned to support departmental and organizationalobjectives.

Supervision of Operations

Assistin managingday-to-day operationsand the attainmentof departmental goals andobjectives.

Act as the principalescalationcontact, evaluateoptimalresolution strategies, ensure clear communication throughout the process, and implementtimely, decisive measures for problem resolution and process improvement.

Develop andmaintainwork schedules that provide adequate shift coverage for workload demands, including managing vacation requests and coordinatingovertimeas necessary.

Ensure adherence to customer experience standards and Service Level Agreements (SLAs).

Support the implementation and enforcement ofoperational processes, quality assurance protocols, communication standards, and deadlines. Maintain Standard Operating Procedures (SOPs) and policies,submittingall recommended updates through the change control process.

Prepare and distribute daily reportsdetailing team performance,retriprates, and other KPIs, to include customer concerns, system status updates, emerging issues, recent developments, and other pertinent business matters.

Review and manage support requests, inquiries, and complaints from both internal and external customers, ensuring prompt acknowledgment, efficient resolution, andtimelyfollow-up on all issues.

Service Support ReadinessandTechnician Enablement

Create andmaintaincomprehensive,ServiceSuccess GuidesandChecklists,TechniciansServiceGuides,and other instructional materials specifically designed to meet customer or solution requirements, thereby ensuringservice supportprocesses are executed accurately, consistently, andin accordance withtechnicianand customerstandards. All guides and supporting documents must be meticulously detailed, well-organized, free of errors, andadhereto a consistent format.

Assess team training needs and collaborate with the Technical Training Manager to design and implement development programs.

Hiring, Training, and Development

Recruit, interview, and extend employment offers toqualifiedcandidates.

Oversee new hire orientation and onboarding processes to ensure successful integration into the team.

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 andadministerprogressive disciplinein accordance withcompany policies and procedures.

Requirements

BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)

A minimum of two(2+) years' progressive leadership experience within customer-facing Support and Delivery teams specializing in Asset Protection Security services, supported by a proven history of managing diverse security projects. This includesexpertisein process optimization, training, performance assessment, data analysis, system integration, and automation, all underpinned by comprehensive Asset Protection Security knowledge.

• Demonstratedexpertisein technical problem-solving, business process development, and analytical analysis.
• Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.
• ExperienceutilizingMicrosoft Office software tools,with ability to type quickly and accurately (at least 20 wpm, ideally 30+ wpm).

Scheduling Requirements

• Standard work hours are Monday through Friday, 8:00 AM to 5:00 PM Central Time.
• The Security Technical Support Teamoperatesseven days per week from 7:00 AM to 10:00 PM CentralTime;must be available to provide leadership and support during these hours as needed.
• This is a salaried, exempt role that requires adaptability to work beyond the standard 40-hour week asnecessitatedby business demands.

Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.

If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at . Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.