Technical Leadership 

The Associate Manager, Security Technical Support, is responsible for leading a team that provides comprehensive support for a wide range of Asset Protection services. The ideal candidate will possess a 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. Such expertise is vital for providing leadership to the team, upholding exemplary service standards, and ensuring a consistently high level of technical proficiency. 

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 pivot priorities as necessary. 

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

• Support the establishment of goals and objectives, 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 the Manager, Security Technical Support, providing updates on staffing, training, equipment needs, and potential risks or challenges. 

• Perform additional duties as assigned to support departmental and organizational objectives. 

Supervision of Operations 

• Assist in managing day-to-day operations and the attainment of departmental goals and objectives. 

• Act as the principal escalation contact, evaluate optimal resolution strategies, ensure clear communication throughout the process, and implement timely, decisive measures for problem resolution and process improvement.  

• Develop and maintain work schedules that provide adequate shift coverage for workload demands, including managing vacation requests and coordinating overtime as necessary.  

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

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

• Prepare and distribute daily reports detailing team performance, retrip rates, 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, and timely follow-up on all issues. 

Service Support Readiness and Technician Enablement 

• Create and maintain comprehensive, Service Success Guides and Checklists, Technicians Service Guides, and other instructional materials specifically designed to meet customer or solution requirements, thereby ensuring service support processes are executed accurately, consistently, and in accordance with technician and customer standards. All guides and supporting documents must be meticulously detailed, well-organized, free of errors, and adhere to 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 to qualified candidates.  

• 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 and administer progressive discipline in accordance with company policies and procedures.  

Qualifications 

• 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 includes expertise in process optimization, training, performance assessment, data analysis, system integration, and automation, all underpinned by comprehensive Asset Protection Security knowledge. 

• Demonstrated expertise in 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. 

• Experience utilizing Microsoft 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 Team operates seven days per week from 7:00 AM to 10:00 PM Central Time; 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 as necessitated by business demands.