Security Technical Support Manager

Overview

The Manager, Security Technical Support, is responsible for providing strategic direction and overseeing the operational management of the department's daily activities and personnel. This position ensures service excellence, optimizes team performance, and maintains compliance with established standards and procedures. The role also guarantees the prompt and accurate delivery of high-quality responses to fulfillment requests and service incidents, supporting the life safety requirements of Interface Systems' Asset Protection clients.

Functional Focus

This role is responsible for ensuring the accurate and efficient execution of critical technical processes, including fault isolation, repair, service restoration, and root cause analysis. The Manager, Security Technical Support, must uphold operational excellence while delivering an exceptional customer experience throughout all support activities.

Technical Leadership

The 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.

Operational Innovation

As the departmental leader, this position is accountable for driving strategic improvement initiatives that enhance the overall customer experience, increase operational efficiency, and foster innovation. The role will lead efforts to enable scalability through the development and implementation of improved performance standards, process mechanization, and advanced automation. This includes championing continuous improvement practices and aligning departmental objectives with organizational goals to deliver measurable results.

Leadership and Team Management Responsibilities

• Deliver strong leadership and oversight to the Security Technical Support Team, including direct supervision of Supervisors and Security Support Agents (4-5 direct reports).
• Establish clear direction and communicate a compelling vision that aligns team efforts with organizational strategy.
• Establish goals and objectives, develop and implement policies and procedures, and ensure compliance with operational standards.
• Define and monitor Key Performance Indicators (KPIs) for Supervisors and Agents; regularly evaluate performance, document progress, and implement corrective actions as needed.
• Foster cross-departmental collaboration by breaking down silos and promoting effective communication between teams and departments.
• Maintain regular communication with the Director, 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

Problem Resolution and Process Improvement

Hiring, Training, and Development

Qualifications

Scheduling Requirements

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 recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.