Operations Shift Manager

Job Title: Alarm Monitoring Center Shift Manager

Department: Operations
 Reports To: Senior Operations Manager / Operations Director
 Location: Des Plaines, IL
 Employment Type: Full-Time (Shift-Based, 24/7 Operations)

Position Summary

The Alarm Monitoring Center Shift Manager is responsible for leading and supervising monitoring center staff during assigned shifts to ensure the continuous, efficient, and accurate monitoring of alarms, emergency signals, and customer service requests. This role ensures operational excellence, adherence to company procedures, and high-quality service delivery in a 24/7 mission-critical environment.

Responsibilities

1. Shift Leadership & Operations

• Supervise daily monitoring center operations during the assigned shift.
• Oversee real-time alarm handling, dispatching, and escalation processes to ensure timely responses.
• Maintain shift logs, activity reports, and performance metrics.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Manage workload distribution and ensure proper staffing levels.

2. Staff Management & Development

• Lead, coach, and motivate monitoring center operators to meet performance and quality standards.
• Conduct training sessions and performance feedback discussions.
• Support the mentoring and continued training of new operators.
• Promote a positive and professional work environment.

3. Incident Response & Escalation

• Serve as the point of contact for critical incidents, customer escalations, and system alerts.
• Ensure accurate documentation and post-incident analysis.

4. Systems & Process Management

• Monitor the performance of alarm monitoring systems and report technical issues promptly.
• Ensure operators follow standard operating procedures (SOPs) and escalation protocols.

5. Reporting & Communication

• Prepare and submit shift reports to senior management.
• Communicate operational updates and handovers between shifts.
• Participate in regular operations meetings.

Working Conditions

• 24/7 operation environment — must be available for rotating shifts, weekends, and holidays.
• Fast-paced, high-stress, and technology-driven workspace.
• May involve extended periods of sitting and monitoring multiple screens.

Performance Indicators

• Alarm response times and accuracy.
• Staff performance and morale.
• Compliance with SOPs and regulatory requirements.
• Customer satisfaction and incident resolution quality.

Qualifications

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree in security management, criminal justice, or related field preferred.
• Minimum 3–5 years of experience in an alarm monitoring center, dispatch center, or similar operations environment.
• At least 1–2 years in a supervisory or leadership role preferred.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and decision-making abilities.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in alarm monitoring systems and dispatch software.
• Detail-oriented, reliable, and adaptable to shift work.

Certifications (Preferred but Not Required)

• PERC (Permanent Employee Registration Card) or ability to get one
• Additional Security License (required by State of Oregon)