Remote Monitoring Center Manager

Remote Monitoring Center Manager
Location: Dothan, AL
Pay Rate: $65,000 - $75,000

Company Overview

DSI Security Services is a leading provider of contract security solutions, serving clients across multiple industries nationwide. Founded on the principle of DWYSYWD - "Do What You Say You Will Do," DSI is committed to accountability, professionalism, and delivering consistent, high-quality service.

We believe success starts with our people. Through thoughtful recruiting, ongoing training, and strong operational support, DSI creates work environments that align with both our clients' expectations and our core values. Our focus on integrity, teamwork, and continuous improvement allows us to build long-term partnerships with clients while providing meaningful career opportunities for our employees.

Position Summary

DSI Security Services is seeking a highly motivated and experienced Remote Monitoring Center Manager to lead the daily operations of our Remote Monitoring Center (RMC). This position is responsible for operational performance, staffing, customer service, technology oversight, quality assurance, and continuous improvement of DSI's remote video monitoring services.

The ideal candidate will have proven leadership experience in a 24/7 mission-critical environment and a strong technical understanding of video surveillance, alarm monitoring, access control, network infrastructure, and monitoring automation platforms.

This position serves as the primary operational leader for the RMC and works closely with Shift Supervisors, Technical Services, Sales, Customer Success, and Executive Leadership.

Essential Duties and Responsibilities

Leadership and Personnel Management

Lead, coach, and develop Monitoring Center personnel.
Maintain appropriate staffing levels for uninterrupted 24/7/365 operations.
Recruit, interview, hire, onboard, train, and retain qualified team members.
Manage employee schedules, timesheets, PTO requests, performance evaluations, and development plans.
Establish individual and team performance goals tied to operational metrics.
Promote a culture of accountability, teamwork, professionalism, and exceptional customer service.
Maintain regular communication with all shifts, including periodic after-hours engagement.
Monitoring Operations

Ensure compliance with established Standard Operating Procedures and customer-specific response protocols.
Monitor alarm response times, operator utilization, event processing, escalation compliance, SLA performance, and customer satisfaction.
Review alarm and incident activity to identify trends, risks, and opportunities for improvement.
Investigate missed alarms, procedural deviations, and customer complaints.
Support the onboarding of new customers and the transition of new sites into operation.
Prepare and review client reports, dashboards, and operational performance metrics.
Provide Monitoring Specialist coverage during peak activity, staffing shortages, emergencies, or disaster recovery events.
Remain available for critical after-hours operational escalations.
Technology and Systems

Oversee the daily operation and optimization of Immix, video management systems, AI video analytics, and communication and notification platforms.
Partner with Technical Services to troubleshoot and resolve system issues.
Support the testing, deployment, and implementation of new technologies.
Ensure the operational readiness of workstations, monitoring displays, networking equipment, and communications systems.
Maintain accurate technical and operational documentation.
Support cybersecurity best practices and operational security controls.
Customer Service and Business Operations

Build strong customer relationships and serve as an escalation point for service-related concerns.
Participate in customer review meetings and performance discussions.
Collaborate with customers to develop and maintain customized response procedures.
Support service expansions, renewals, proposals, and new monitoring offerings.
Ensure customer accounts are accurately configured and maintained according to contractual requirements.
Coordinate with Accounting regarding account setup, billing, and service changes.
Quality, Compliance, and Business Continuity

Lead quality assurance initiatives, operational audits, and performance improvement efforts.
Maintain documentation required for certifications, audits, and client security requirements.
Identify and address operational, technology, and service-delivery risks.
Support the development and testing of Business Continuity and Disaster Recovery plans.
Coordinate disaster recovery exercises and system failover testing.
Maintain the operational readiness of the RMC facility and equipment.
Support customer tours, inspections, and compliance audits as needed.
Minimum Qualifications

Education

Bachelor's degree in Computer Science, Information Technology, Criminal Justice, Business Management, Security Management, or a related field preferred.
An equivalent combination of education and relevant experience may be considered.
Experience

At least five years of leadership experience in a 24/7 operational environment.
At least three years of experience managing personnel in a monitoring center, command center, Security Operations Center (SOC), Network Operations Center (NOC), or similar environment.
Experience with alarm monitoring, remote video monitoring, dispatch operations, or critical event response.
Experience with the Immix monitoring automation platform is preferred.
Working knowledge of IP networking, VPNs, cloud-hosted systems, and cybersecurity fundamentals.
Knowledge, Skills, and Competencies

Strong leadership, coaching, and team-development skills.
Excellent verbal and written communication abilities.
Strong analytical, organizational, and problem-solving skills.
Exceptional customer service and relationship-management abilities.
Ability to analyze performance metrics and lead continuous improvement initiatives.
Ability to manage competing priorities in a fast-paced environment.
Sound judgment and decision-making skills during emergencies.
Strong attention to detail and commitment to quality.
Ability to collaborate effectively across departments.
Working Conditions

This position is primarily office-based within the Remote Monitoring Center.
Standard business hours are Monday through Friday; however, the RMC operates 24/7/365.
Flexibility is required for after-hours incidents, staffing needs, technology outages, major customer events, and disaster recovery situations.
Occasional travel may be required for customer meetings, training, audits, or company events.

Why Join DSI?

At DSI, you'll help shape the future of Remote Video Monitoring through advanced technologies, AI-driven security solutions, and industry-leading customer service. As a key member of our Monitoring Center team, you'll work with innovative monitoring platforms, cutting-edge analytics, and a growing portfolio of enterprise customers while contributing to the success of a rapidly expanding business.

DSI Security Services is a drug free employer complies with all applicable laws regarding affirmative action and equal opportunity in all its activities and programs and does not discriminate against anyone protected by law because of age, color, disability, national origin, race, religion, sex, handicap, or status as a veteran or disabled veteran.

DSI Security Services is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please contact Human Resources.