Security Operations Manager

Citadel Security USA; Denver (CO); On-site; USD 34,000 - 49,000; Full time

Job summary

Citadel Security USA is seeking a Field Service Manager to oversee evening operations across multiple Denver locations. This leadership role guides Field Supervisors and Security Officers, ensures posts are staffed, and that client requirements and post orders are followed with consistent service.

You will conduct site inspections, manage scheduling, monitor performance, and communicate with clients and district leadership.

Qualifications

• High school diploma or GED required.
• At least three years of progressive experience in business/operations or security-related operations.
• Experience supervising employees or managing operational performance.
• Strong leadership and people-management abilities.
• Excellent verbal and written communication skills.
• Ability to travel between assigned locations and conduct field inspections.
• Ability to work independently while maintaining communication with district leadership.

Responsibilities

• Direct daily security activities across assigned locations during the evening shift.
• Supervise Field Supervisors and other assigned security personnel.
• Conduct routine and unannounced site inspections to evaluate officer performance and post compliance.
• Review attendance, staffing levels, response activity, and other operational indicators.
• Confirm officers understand and follow post orders, client instructions, and company procedures.
• Adjust staffing and field resources when operational conditions change.
• Identify service gaps and take timely steps to correct them.
• Support coverage of open posts when staffing conditions require management assistance.

Job description

Location: Denver, CO 80238
Employment Type: Full-Time
Officer Type: Unarmed
Pay: $30.00 per hour
Schedule: Friday - Tuesday | 2:00 PM - 10:00 PM

Position Overview

Citadel Security USA is seeking a Field Service Manager to oversee evening operations across multiple assigned locations in the Denver area. This position provides hands‑on leadership to Field Supervisors and Security Officers while ensuring assignments are properly staffed, post instructions are followed, and clients receive consistent service.

The Field Service Manager serves as a working connection between field personnel, clients, and district leadership. The role involves site inspections, employee development, scheduling support, performance monitoring, client communication, and resolution of operational concerns. The successful candidate should be comfortable making decisions in the field while managing several priorities at once.

Field Operations & Site Oversight

• Direct daily security activities across assigned locations during the evening shift.
  
• Supervise Field Supervisors and other assigned security personnel.
  
• Conduct routine and unannounced site inspections to evaluate officer performance and post compliance.
  
• Review attendance, staffing levels, response activity, and other operational indicators.
  
• Confirm that officers understand and follow post orders, client instructions, and company procedures.
  
• Adjust staffing and field resources when operational conditions change.
  
• Identify service gaps and take timely steps to correct them.
  
• Support coverage of open posts when staffing conditions require management assistance.
  

Client Service & Account Support

• Maintain regular communication with assigned client contacts and stakeholders.
  
• Provide updates regarding staffing, incidents, performance, and ongoing operational matters.
  
• Respond to escalated client concerns professionally and work toward practical resolutions.
  
• Review service delivery against contractual expectations and established service standards.
  
• Conduct or participate in client meetings and performance reviews when requested.
  
• Identify recurring service concerns and coordinate corrective action.
  
• Build dependable working relationships that support long‑term client satisfaction.
  

Workforce Leadership & Development

• Coach Field Supervisors and frontline personnel on performance expectations.
  
• Assist with recruiting, onboarding, placement, and training of assigned employees.
  
• Facilitate required training, certifications, refresher instruction, and development activities.
  
• Provide supervisors with guidance on employee performance and operational challenges.
  
• Address attendance, conduct, and performance concerns in accordance with company procedures.
  
• Document personnel issues and elevate significant matters to district leadership.
  
• Encourage accountability, professional conduct, and consistent communication throughout the field team.
  

Scheduling & Workforce Coordination

• Review staffing requirements across assigned locations and shifts.
  
• Help coordinate schedules, coverage changes, vacancies, and replacement personnel.
  
• Monitor open posts and overtime needs to support reliable coverage.
  
• Work with leadership to balance staffing requirements with operational priorities.
  
• Use scheduling and workforce-management systems to maintain accurate assignment information.
  
• Support timely payroll submissions and review administrative information for accuracy.
  

Technology & Reporting

• Use company scheduling, reporting, payroll, and workforce-management platforms.
  
• Utilize TrackTik or comparable operational technology to monitor assignments, patrol activity, and field information.
  
• Review operational reports to identify attendance, response, incident, or service trends.
  
• Prepare concise updates and performance information for district leadership.
  
• Ensure required documentation is submitted accurately and within established deadlines.
  
• Maintain appropriate records related to inspections, incidents, personnel matters, and client requests.
  

Financial & Performance Management

• Monitor labor usage, overtime, vacant shifts, and other controllable operating expenses.
  
• Review operational information to identify cost concerns and opportunities for improvement.
  
• Support district leadership in meeting labor and performance objectives.
  
• Report operational trends and financial concerns to the District or Operations Manager.
  
• Authorize appropriate purchases or expenses within established guidelines.
  
• Maintain adequate uniform and operational supply levels for assigned personnel.
  
• Look for practical ways to improve efficiency without compromising service quality.
  

Compliance, Safety & Quality

• Conduct audits and inspections to verify compliance with post orders and established procedures.
  
• Reinforce company safety requirements and incident‑reporting expectations.
  
• Identify potential compliance, contractual, or operational risks during field visits.
  
• Implement corrective measures when performance or compliance deficiencies are identified.
  
• Ensure client‑specific requirements are communicated to appropriate personnel.
  
• Maintain awareness of applicable employment, safety, and operational requirements.
  
• Escalate significant risks or unresolved compliance concerns through the appropriate leadership channels.
  

Emergency & Special Operations Support

• Assist with emergency response coordination when significant incidents occur.
  
• Provide operational direction to field personnel during urgent situations.
  
• Communicate with clients, supervisors, emergency responders, and district leadership as appropriate.
  
• Support business continuity when unexpected staffing or operational issues arise.
  
• Assist with special assignments and additional operational projects when needed.
  
• Provide business development support within the assigned area when requested.
  

Required Qualifications

• Valid driver's license.
  
• High school diploma or GED.
  
• At least three years of progressive experience in business management, operations management, or security‑related operations.
  
• Previous experience supervising employees or managing operational performance.
  
• Strong leadership and people‑management abilities.
  
• Excellent verbal and written communication skills.
  
• Ability to manage multiple locations and competing priorities.
  
• Strong problem‑solving, organization, and decision‑making skills.
  
• Ability to travel between assigned locations and conduct field inspections.
  
• Ability to work independently while maintaining close communication with district leadership.
  
• Ability to successfully complete required background screening.
  

Preferred Qualifications

• Associate's degree or higher in Business, Management, Criminal Justice, or a related field.
  
• Experience managing multi‑site operations.
  
• Previous responsibility for client relationships or contract‑based services.
  
• Experience supervising Field Supervisors or other frontline leadership personnel.
  
• Familiarity with TrackTik or similar workforce‑management and security platforms.
  
• Proficiency with Microsoft Office and electronic reporting systems.
  
• Experience monitoring labor costs, overtime, staffing levels, or operational budgets.
  
• Relevant professional certifications or industry credentials.
  
• Experience coordinating emergency response or special operational assignments.
  

Physical & Work Environment

• Combination of office, field, and client‑facing responsibilities.
  
• Regular travel between assigned locations, offices, and client meetings.
  
• Frequent walking and standing during site inspections and field visits.
  
• Regular use of computers, telephones, mobile devices, and other office equipment.
  
• Ability to review schedules, reports, electronic records, and other written information.
  
• Occasional lifting, carrying, or moving of materials or supplies weighing up to approximately 25 pounds.
  
• Position may require extended hours when significant operational issues or emergencies arise.
  
• Ability to respond to field conditions and changing priorities while maintaining professional judgment.
  

Equal Opportunity Employer

Citadel Security USA is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.