Security Operations Service Manager

About This Role

Manage daily security operations, leading and developing a team of security officers and supervisors to ensure the safety and well-being of people and property. Drive operational efficiency and client satisfaction through effective leadership and resource management.

Responsibilities

• Ensure all security protocols and standards are consistently upheld
• Operate independently to manage frontline supervisors and security officers, meeting client-specific contractual hours
• Proactively minimize unbilled overtime
• Recruit, train, schedule, and manage supervisors and officers
• Execute payroll, performance evaluations, and employee relations
• Serve as the primary point of contact for clients, ensuring high-quality service
• Leverage AI technology and Business Intelligence platforms to track metrics, optimize schedules, and reduce non-billed overtime
• Respond to escalated issues professionally, coordinating with clients and internal teams
• Maintain training, safety, and operational standards while managing uniforms, equipment, and supplies

Requirements

• Bachelor's degree in criminal justice, business, or a related field with 2+ years of professional level experience managing hourly employees in a fast-paced service organization (or equivalent experience with Associate's/High School Diploma)
• Valid driver's license if driving a company vehicle
• 2+ years of experience in business operations, security management, or supervising teams in a fast-paced environment
• Experience in leading development, and retaining a diverse team while building positive client relationships
• Knowledge of emergency preparedness, physical security protocols, risk assessments, and law enforcement coordination
• Skilled in managing a large and dispersed team
• Ability to maintain a profitable book of business by cross-collaborating and utilizing results-oriented problem-solving skills
• Proven ability to evaluate situations, make sound independent decisions, and resolve conflicts
• Proficiency in web-based applications and computer systems, including Microsoft Office
• Ability to communicate effectively with clients and employees while managing multiple projects and driving operational excellence
• Excellent oral and written communication skills
• Knowledge of safety protocols and delivery service
• Experience with Business Intelligence (BI) tools for metrics analysis, reporting, automation, and presentations

Qualifications

• Bachelor's degree in criminal justice, business, or a related field
• 2+ years of professional level experience managing hourly employees in a fast-paced service organization OR 3+ years with an Associate's OR 5+ years with a High school diploma; minimum of two (2) years of experience in business operations, security management, or supervising teams in a fast-paced environment.

Nice to Have

• Professional, articulate and able to use good independent judgment and discretion
• Experience managing a dispersed workforce in a multi-location operation
• Law enforcement, military and/or contract or proprietary security services, or facility management experience
• Aptitude with security systems; CCTV, Access Control, and badge administration
• Graduate of certified public safety academy (e.g., Law Enforcement, Firefighter/Paramedic, Corrections Officer)

Skills

* Required skills

Benefits