Security Intervention Specialist Lead

Allied Universal; Grand Rapids (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Retirement plan

Eight paid holidays

Vacation accrual

Job summary

Allied Universal is seeking a Security Intervention Specialist Lead to monitor customers from the MaRC, coach operators, and ensure incident handling is accurate and timely. The role requires supervising shift performance, coordinating with support systems, and maintaining high standards for safety and service. Training to obtain TOPS license occurs on the job, with long shifts typical in a 24/7 environment.

Qualifications

• High school diploma or GED required.
• TOPS Alarm System Monitoring License must be obtained during training.
• 2+ years in security, law enforcement, military, or customer service.
• Ability to perform under high-stress conditions and in emergencies.
• Proficiency with Excel, Outlook, and Teams.

Responsibilities

• Coach and provide feedback to operators; identify training needs.
• Answer questions and interpret data for key input.
• Investigate and resolve inquiries needing supervisory intervention.
• Respond to customer inquiries and maintain daily/weekly reports.
• Maintain cross-department collaboration to meet goals.
• Update incident reports and site assessments.
• Assist with new site development and route planning.
• Ensure compliance with company policies.

Skills

Effective communication

Critical thinking

MS Excel

MS Outlook

MS Teams

Education

High school diploma or GED

TOPS Alarm System Monitoring License

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

Overview

Company Overview:

Join Allied Universal® Technology Services, a global leader in transforming the security industry. We integrate advanced technology — video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you’re an installation technician, service technician, engineer, or project manager, you’ll discover rewarding opportunities to grow your career as part of a valued team.

Job Description

Allied Universal® is hiring a Security Intervention Specialist Lead. The Security Intervention Specialist Lead is a vital role at our Monitoring and Response Center (MaRC). The primary function of the Security Intervention Specialist Lead is to monitor the assigned customers, document any activity, contact support systems in the event of an emergency, and provide leadership and support to all operators on their designated shift. In addition, the Lead is to ensure goals are being met and objectives are met or exceeded on their designated shift. This is a 24/7 call center environment that requires individuals to sit for long periods of time.

RESPONSIBILITIES:

• Provides coaching and feedback to new and existing operators; identifying areas for training to ensure alarm board panels/video alarms/burglary and fire alarms/call center is operated accurately while meeting goals and deadlines
• Serves as a resource in answering questions regarding interpretation of data to be keyed or verified
• Investigates and professionally resolves inquiries and complaints that require Supervisory level intervention
• Responds to customer inquiries
• Compiles and reviews daily/weekly reports to guarantee standards for quality and productivity are maintained
• Develops and maintains a team-oriented relationship with other departments, so that company goals and objectives are met or exceeded
• Maintains strong working knowledge of current company policies and procedures, recommend improvements as needed
• Assists with new site development, involving forms, maps, virtual patrol routes, contact information, and vulnerabilities
• Completes incident reports

QUALIFICATIONS (MUST HAVE):

• High school diploma or equivalent (e.g., GED)
• Must be able to obtain a TOPS Alarm System Monitoring License as part of our paid on-the-job training
• Minimum of two (2) years of experience In law enforcement, security, military, or customer service call center role
• Capable of working in a high-stress environment and effectively communicating, particularly during critical, life-or-death emergency situations
• Ability to maintain vigilance and use critical thinking to monitor customer sites and respond to any emerging situations
• Must be able to work overtime as needed
• Effectively communicate with team members to direct, control, and/or assist in the event of a crisis
• Proficient in Excel, Outlook, and Microsoft Teams applications and/ or learning new technology

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Previous experience troubleshooting CCTV security systems or controlling cameras
• Previous experience in a supervisory or team lead role

BENEFITS:

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Closing

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com