Security Systems Tech Support Associate Manager

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Interface Systems

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏨 Hospitality

📦 Logistics

Consulting • Hospitality • Logistics

Interface Systems is a leading provider of business security, actionable insights, and network connectivity solutions tailored for multi-location businesses. They offer a range of managed services such as remote video monitoring, virtual security, intrusion alarms, and intelligent voice-down systems. Interface Systems specializes in enhancing operational efficiencies by integrating advanced technologies like AI-powered video analytics and scalable network solutions, ensuring seamless compliance and network security. Their services are particularly focused on industries like retail, hospitality, and financial services, helping businesses safeguard assets, optimize operations, and improve customer experiences.

📋 Description

• Contribute to the strategic direction of the Security Technical Support department • Supervise day-to-day operations and manage Supervisors and Security Support Agents • Ensure service excellence, team performance, compliance, and prompt delivery of high-quality responses • Lead support for Access Control, Business Intelligence, CCTV/VMS, Intrusion and Fire Alarm systems, and Two-Way Audio technologies • Establish goals and objectives and support development and implementation of policies and procedures • Oversee KPIs, evaluate performance, track progress, and implement corrective actions • Communicate staffing, training, equipment needs, risks, and challenges to the Manager, Security Technical Support • Act as principal escalation contact and implement resolution and process-improvement measures • Develop work schedules, manage vacation requests, and coordinate overtime • Ensure adherence to customer experience standards and SLAs • Maintain SOPs and policies through the change control process • Prepare and distribute daily reports covering team performance, retrip rates, customer concerns, system status, and emerging issues • Review and resolve internal and external customer support requests, inquiries, and complaints • Create and maintain Service Success Guides, checklists, Technician Service Guides, and instructional materials • Assess training needs and collaborate with the Technical Training Manager on development programs • Recruit, interview, and extend offers to qualified candidates • Oversee onboarding, provide training and mentorship, conduct one-on-ones and performance reviews, and administer coaching and progressive discipline

🎯 Requirements

• BS/BA degree preferred, or relevant/equivalent work experience may be substituted • Minimum 2+ years of progressive leadership experience within customer-facing Support and Delivery teams specializing in Asset Protection Security services • Proven history of managing diverse security projects • Expertise in process optimization, training, performance assessment, data analysis, system integration, and automation • Comprehensive Asset Protection Security knowledge • Demonstrated technical problem-solving, business process development, and analytical analysis expertise • Exceptional written and verbal communication skills • Ability to communicate effectively with employees, contractors, clients, vendors, and executive management • Experience using Microsoft Office software tools • Ability to type quickly and accurately: at least 20 wpm, ideally 30+ wpm • Availability to provide leadership and support during team operating hours, Monday through Sunday, 7:00 AM to 10:00 PM Central Time, as needed • Adaptability to work beyond the standard 40-hour week as required by business demands

🏖️ Benefits

• Salaried, exempt role • Equal Employment Opportunity employer • Disability accommodation during the application and interview process • Employee culture focused around collaboration, commitment and fun • Opportunities for growth and transformation