Emergency24, Inc. · 2 months ago
Shift Manager - Alarm Monitoring & Emergency Response Dispatcher
Des Plaines, IL, USA
Full-time
Onsite
Mid, Senior Level
$50K/yr - $55K/yr
3+ years expEmergency24, Inc. is a company dedicated to alarm monitoring and emergency response. They are seeking an Alarm Monitoring Center Shift Manager to lead and supervise the monitoring center staff, ensuring efficient and accurate operations in a 24/7 environment.
Information Technology
Responsibilities
Supervise 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
Lead, 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
Serve as the point of contact for critical incidents, customer escalations, and system alerts
Ensure accurate documentation and post-incident analysis
Monitor the performance of alarm monitoring systems and report technical issues promptly
Ensure operators follow standard operating procedures (SOPs) and escalation protocols
Prepare and submit shift reports to senior management
Communicate operational updates and handovers between shifts
Participate in regular operations meetings
Qualification
Required
High school diploma or equivalent required
Minimum 3–5 years of experience in an alarm monitoring center, dispatch center, or similar operations environment
Strong 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
Preferred
Associate or bachelor's degree in security management, criminal justice, or related field
At least 1–2 years in a supervisory or leadership role
PERC (Permanent Employee Registration Card) or ability to get one
Additional Security License (required by State of Oregon)
Company
Emergency24, Inc.
Emergency24 alarm dealers can compete for any commercial or residential job.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase