Associate Manager, Security Systems Technical Support
Interface SystemsAbout the role
Overview
The Associate Manager, Security Technical Support, is tasked with contributing to the strategic direction of the department while supervising day-to-day operations and managing personnel effectively. 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 Associate Manager, Security Technical Support, must uphold operational excellence while delivering an exceptional customer experience throughout all support activities.
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 objecti
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