Operations Shift Manager

Emergency 24; Des Plaines (IL); On-site; USD 50,000 - 55,000; Full time

Job summary

Emergency 24 in Des Plaines, IL seeks an Alarm Monitoring Center Shift Manager to lead monitoring staff on assigned shifts, ensuring continuous, accurate alarm monitoring and customer service in a 24/7 environment.

Responsibilities include supervising operations, incident escalation, reporting, and ensuring SOP compliance while maintaining staffing levels and performance metrics.

Qualifications

• High school diploma or equivalent required; higher education preferred.
• 3–5 years in alarm monitoring, dispatch or similar ops environment.
• Supervisory or leadership experience preferred.
• Strong leadership, communication and decision-making abilities.
• Proficiency with alarm monitoring systems and dispatch software.

Responsibilities

• Shift Leadership & Operations: supervise monitoring center staff during assigned shifts.
• Oversee real-time alarm handling, dispatching, and escalation processes.
• Maintain shift logs, activity reports, and performance metrics.
• Ensure SOPs and regulatory requirements are followed; manage staffing levels.
• Reporting & Communication: prepare shift reports and handovers; participate in meetings.

Skills

Leadership

Communication

Decision making

Shift work

Time management

Monitoring systems

Dispatch software

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

Alarm monitoring systems

Dispatch software

Job description

Job Details

• Job Location: Des Plaines, IL 60018


• Position Type: Full Time


• Salary Range: $50,000.00 - $55,000.00 Salary/year


• Job Title: \u00a0Alarm \u00a0Monitoring \u00a0Center \u00a0Shift \u00a0Manager


• Department: \u00a0Operations


• Reports To: Senior Operations \u00a0Manager \u002f \u002f Operations Director


• Location: Des Plaines, IL


• Employment Type: Full-Time (Shift-Based, 24/7 Operations)

Position Summary

The \u00a0Alarm \u00a0Monitoring \u00a0Center \u00a0Shift \u00a0Manager \u00a0is responsible for leading and supervising \u00a0monitoring \u00a0center staff during assigned \u00a0shifts to ensure the continuous, efficient, and accurate \u00a0monitoring \u00a0of \u00a0alarms, 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.

ey Responsibilities

1. Shift Leadership & Operations

• Supervise daily \u00a0monitoring \u00a0center operations during the assigned \u00a0shift.


• Oversee real-time \u00a0alarm \u00a0handling, dispatching, and escalation processes to ensure timely responses.


• Maintain \u00a0shift \u00a0logs, 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 \u00a0monitoring \u00a0center 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 \u00a0alarm \u00a0monitoring \u00a0systems and report technical issues promptly.


• Ensure operators follow standard operating procedures (SOPs) and escalation protocols.

5. Reporting & Communication

• Prepare and submit \u00a0shift \u00a0reports 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 \u00a0alarm \u00a0monitoring \u00a0center, 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 \u00a0alarm \u00a0monitoring \u00a0systems and dispatch software.


• Detail-oriented, reliable, and adaptable to \u00a0shift \u00a0work.

Certifications (Preferred but Not Required)

• PERC (Permanent Employee Registration Card) or ability to get one


• Additional Security License (required by State of Oregon)