Operations Shift Manager

Emergency 24 Inc; Des Plaines (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Emergency 24 Inc in Des Plaines, IL seeks an Alarm Monitoring Center Shift Manager to lead monitoring staff across 24/7 operations. You will supervise real-time alarm handling, dispatch, and escalation, ensuring accurate monitoring, timely responses, and top-tier customer service.

This role requires strong leadership and the ability to perform under pressure. Responsibilities include managing shift logs, performance metrics, SOP adherence, incident response, and staff development.

Qualifications

• High school diploma or equivalent required.
• 1–2 years in supervisory role preferred.
• 3–5 years in alarm monitoring or similar operations.

Responsibilities

• Lead and supervise monitoring staff on assigned shifts.
• Oversee real-time alarm handling, dispatch, and escalation processes.
• Maintain shift logs, activity reports, and performance metrics.

Skills

Leadership

Communication

Decision-making

Pressure management

Alarm monitoring systems

Dispatch software

Education

High school diploma or equivalent

Associate or Bachelor’s in security management or related field (preferred)

Tools

Alarm monitoring systems

Dispatch software

Job description

Job Title: Alarm Monitoring Center Shift ManagerDepartment: OperationsReports To: Senior Operations Manager / Operations DirectorLocation: Des Plaines, ILEmployment Type: Full-Time (Shift-Based, 24/7 Operations)Position SummaryThe Alarm Monitoring Center Shift Manager is responsible for leading and supervising monitoring center staff during assigned shifts to ensure the continuous, efficient, and accurate monitoring of alarms, 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 Responsibilities1. Shift Leadership & OperationsSupervise daily monitoring center operations during the assigned shift.Oversee real-time alarm handling, dispatching, and escalation processes to ensure timely responses.Maintain shift logs, 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 & DevelopmentLead, coach, and motivate monitoring center 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 & EscalationServe as the point of contact for critical incidents, customer escalations, and system alerts.Ensure accurate documentation and post-incident analysis.4. Systems & Process ManagementMonitor the performance of alarm monitoring systems and report technical issues promptly.Ensure operators follow standard operating procedures (SOPs) and escalation protocols.5. Reporting & CommunicationPrepare and submit shift reports to senior management.Communicate operational updates and handovers between shifts.Participate in regular operations meetings.Working Conditions24/7 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 IndicatorsAlarm response times and accuracy.Staff performance and morale.Compliance with SOPs and regulatory requirements.Customer satisfaction and incident resolution quality.QualificationsEducation & ExperienceHigh 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 alarm monitoring center, dispatch center, or similar operations environment.At least 1–2 years in a supervisory or leadership role preferred.Skills & CompetenciesStrong leadership and team management skills.Excellent communication and decision-making abilities.Ability to work under pressure and manage multiple priorities.Proficiency in alarm monitoring systems and dispatch software.Detail-oriented, reliable, and adaptable to shift work.Certifications (Preferred but Not Required)PERC (Permanent Employee Registration Card) or ability to get oneAdditional Security License (required by State of Oregon)