Monitoring Shift Supervisor

JOB TITLE: Monitoring Shift SupervisorHOME DEPARTMENT: SupportREPORTS TO: Monitoring Center ManagerGeneral DescriptionThe Monitoring Supervisor will monitor video surveillance systems, electronic access control systems and other security and facility alarm systems protecting the lives and property of our clients as assigned. The alarm monitoring may result in the need to respond to clients or law enforcement via telephone. A Monitoring Shift Supervisor will also be capable of performing additional functions such as report generation, Immix basic setup, preventative maintenance assistance, and incident report review. In addition, the Monitoring Shift Supervisor will oversee the team on their respective shifts including but not limited to personnel matters, staffing, approving PTO and timesheets, and escalating to the Monitoring Manager where necessary. Shift work is required for 24/7; 365 coverage.Position Responsibilities And ExpectationsMeets and exceeds the criteria of Tier 2 Monitoring Specialist.Must be willing to work all shifts, weekends, and holidays.Uses modern technology to monitor security access control systems, alarm systems, Video Surveillance Systems, Situational Awareness Systems, Mass Notification Systems and other control programs and systems that protect or clients’ employees, contractors, visitors, and assets.Communicates incidents to clients and other responding personnel, including police, per specific policies and procedures using phone, email, and emergency mass notification tools as required.Must be capable of making advanced assessments of possible threats when viewing security cameras or using intelligence data.Must be capable of basic systems troubleshooting.Sets an example for and provide basic training for other members of a shift.Maintains accurate records of all work performed, materials used, and communicate any problem encountered or identified with security system.Answers incoming lines, remaining calm and speaking clearly to customers and first responders, as necessary.Provides timely, efficient, and professional service to all clients to ensure client satisfaction.Possess excellent customer service and telephone skills.Must be capable of handling duties of any shift.Provides training/coaching for team members on shift.Assists with coverage or finding coverage for respective shift.Approves timesheets for shift staff.Tracks and reporst performance concerns to Monitoring Manager to include process adherence, training deficiencies, conflicts, and attendance.Attends to other matters and duties assigned by the Monitoring Center Manager or other executive staff of Tech Systems.Minimum Qualifications EDUCATIONAssociates degree in technology or criminal Justice, or equivalent experience.Electronic Access Control and Video Surveillance certifications, a plus.TMA Level1 and Level 2 Certifications.IMMIX Certifications:User Roles & PermissionsRequired Site DataDevice and CamerasAlarms and Alarm ActionsEditing Sites and Site EXPERIENCEMinimum 2 years’ experience in a Security Operations Center or 911 Dispatch Center.Minimum 2 years’ experience with physical security systems including electronic access control and video surveillance.Some law enforcement and/or military background, a plus.Minimum 1 year experience in TSi Monitoring CenterPeople Management experience KNOWLEDGE, SKILLS, & COMPETENCYExcellent computer skills including Microsoft Excel, Word, Outlook.Basic IT knowledge and ability to perform basic network troubleshooting (i.e., Ping).Must be detail-oriented and have excellent organizational skills.Strong listening skills and attention to detail.Goal-oriented and results driven.Ability to work accurately and efficiently.Ability to multi-task and prioritize activities.Must be able to work in a fast paced, mission critical environment.Excellent customer service skills, including a sense of urgency when attending to customer needs.Excellent communication skills, including, but not limited to, the ability to effectively communicate both verbally and in writing.Ability to make rapid decisions regarding potential security threats or risk situations.Strong interpersonal skills, including, but not limited to, the ability to interact effectively and in a supportive manner with Tech Systems’ staff, customers, and ability to work within a team.TMA Level 1 and Level 2 Certification (Level 2 must be achieved within 90 days of employment).Ability to monitor the performance of other members of the shift and report any issues to senior management.Ability to mentor and train. DRIVER’S LICENSEMust have a valid driver’s license.Must have a clean driving record, satisfactory to Tech Systems’ automobile insurance carrier. PHYSICAL DEMANDS AND WORKING CONDITIONSJob duties are performed in an office setting. This position will report to the Buford office with some telecommuting. Shift work is required for 24/7 coverage; it is expected that this position will require some work outside of the normal schedule.