Allied Universal · 1 day ago
Monitoring and Response Team Lead
Grand Rapids, MI
Full-time
Onsite
Entry, Mid Level
$20/hr - $20/hr
2+ years expAllied Universal® Technology Services is a global leader in transforming the security industry. They are seeking a Security Intervention Specialist Lead to monitor assigned customers, document activities, and provide leadership to operators in a 24/7 call center environment.
Cyber SecurityInformation TechnologySecuritySoftware
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
Qualification
Required
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
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.
Company
Allied Universal
Allied Universal is a security and facility services company that provides tailored security solutions and smart technology.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$9BKey Investors
Warburg PincusLa Caisse
2019-12-13Acquired
2019-09-01Private Equity· $9B
2019-02-21Private Equity
Leadership Team
Stephen Jones
Global Chairman and Chief Executive Officer
Jack Schenk
Regional Vice President - Midwest
Recent News
2025-12-10
Company data provided by crunchbase