Monitoring Supervisor

IronEyes Monitoring is an Edmonton-based, next-generation mobile video monitoring company. As a Monitoring Supervisor, you will bring proven leadership experience to oversee operations in the IronWatch Centre, ensuring the team adheres to standard practices while actively monitoring our customers' sites

• Real-Time Monitoring Oversight: Monitor commercial, industrial, and construction sites covered by live IronEyes Towers and units. Review and escalate security breaches. Provide hands-on assistance with aging or complex alarms, phone calls, and customer inquiries.
• Alert Response and Escalation: Oversee protocols for responding to perimeter breaches and suspicious activity. Execute graduated response protocols—using the Two-Way Talk-Down Megaphone in a confident, commanding manner to deter intruders before escalating to law enforcement (EPS/RCMP), mobile patrol, or site contacts. Coordinate with field technicians for tower installations, removals, and site checks.
• Compliance and Reporting: Ensure strict adherence to company policies, client service-level agreements (SLAs), and provincial regulatory standards. Generate shift reports on alerts, incidents, system performance, and team metrics. Maintain accurate logs of dispatches, equipment status, and video evidence requests.
• System and Equipment Management: Monitor the health of VMS software, communication systems, solar/battery levels, and camera hardware. Troubleshoot basic technical issues, coordinate field maintenance, and ensure data integrity.
• Communication and Coordination: Act as the primary point of contact for clients and stakeholders during your shift. Communicate clearly and effectively with direct reports and facilitate seamless information flow during high-priority events.
• Emergency and Crisis Management: Lead the floor during major incidents (e.g., active thefts, fires, or multi-site emergencies), enforce protocols, and drive rapid decision-making by prioritizing alerts and deploying resources.
• Training and Quality Assurance: Train new and existing staff on monitoring software, standard operating procedures, and voice-down best practices. Conduct quality assurance audits on operator alarm handling and continuously improve workflows for speed and accuracy.
• Administrative & Shift Management: Manage thorough shift handovers, handle shift scheduling/call-outs, participate in operator recruitment and performance reviews, and report directly to upper management.

Qualifications & Experience

• Leadership & Management Experience: Minimum of 1–3 years of proven experience in a supervisory, team lead, or shift manager role—preferably within a 24/7 security control room, dispatch centre, alarm monitoring station, or high-volume call centre.
• People Management Skills: Demonstrated ability to coach, motivate, and manage the performance of a diverse team, including handling disciplinary actions, conducting quality assurance reviews, and resolving conflicts on the floor.
• Operational Oversight: Experience managing shift schedules, coordinating emergency call-outs to maintain minimum staffing levels, and leading calm, decisive responses during high-stress situations.
• Industry Background: 2+ years of hands-on experience in live video monitoring, security dispatch, or law enforcement/emergency communications is strongly preferred.

The IronWatch Centre operates 24/7 so evenings and weekend work is a requirement.

Pay: $21.00 per hour

Work Location: In person