Embark on a trailblazing career in Security Technology with Allied Universal® Technology Services, a global leader in security technology that’s transforming the security industry. We integrate state-of-the-art technology with physical security to protect our clients and communities, harnessing tools like electronic access control, video surveillance, and alarm monitoring, alongside emergent innovations such as robotics, drones, and augmented technology. As a valued team member, you’ll be part of a diverse and dynamic workforce that thrives on innovation and inclusivity. We offer a wide spectrum of job opportunities for both stability and growth across various roles, including service and installation technicians, engineers, and project managers. At Allied Universal®, we don’t just embrace change; we drive it, creating a culture where diversity fosters innovation and forges caring connections. Join us and help set new benchmarks in the security industry while advancing your career. Enjoy comprehensive benefits for most full-time positions, including medical, dental, and vision coverage, life insurance, retirement plans, employee assistance programs, and exclusive perks.

The Service Desk Manager leads the Service Desk team, focusing on achieving national customer service goals through strategic action planning and cross-departmental collaboration. This role ensures effective execution of service objectives and aligns operations with the National Services Organization's standards. The Service Desk Manager is responsible for supervising employees to maintain schedules and meet service response commitments as outlined in plans, contracts, MSAs, and schedules. Key operational responsibilities include efficient call routing and dispatching, generating business system reports, and supporting the Regional Services Teams with billing and communications. This a full time, in office role located in Richardson, TX. 

RESPONSIBILITIES:  

Team Development:

• Provides leadership, support, and accountability for staff and internal customers, assisting the Sr. Director with hiring, recruiting, retention, and training needs.
• Establishes goals and development plans for direct reports, evaluates performance, and collaborates on salary management, ensuring fair performance measures to motivate employees to meet or exceed objectives.
• Oversees staff performance, addresses escalations, and promotes effective management practices to achieve service goals.

Drive Operations:

• Manages service engagements, ensuring effective communication, compliance, and timely service delivery; develops and oversees daily schedules, manpower loading, and coordination with departments to meet SLA/metric requirements.
• Support Branch Field Teams, assist in developing and documenting service desk processes, and ensure efficient and standardized procedures are in place to enhance the customer service experience.
• Oversee and provide training on processes related to service desk operations, adherence to best practices, consistency in support delivery, and continuous improvement of service desk performance

Process Improvement:

• Supports the Sr. Director in building and maintaining an effective service organization committed to customer and employee satisfaction and profitable growth.
• Responsible for internal and external service training initiatives, including scheduling, content development, agreement, and execution.

Uphold Core Values: 

• Exemplifies Allied Universal Technology Services' commitment to excellence, fostering an environment of collaboration, efficiency, and service integrity.

QUALIFICATIONS:  

• Must possess one of the following:
  • Associate’s or Bachelor’s Degree in Business, Criminal Justice, Communications, or related field of study with a minimum of five (5) years of experience in Project Management, Call Center Management, Service Dispatch Management, or Central Station/SOC Management.
  • High school diploma or equivalent with a minimum of seven (7) years of experience in Project Management, Call Center Management, Service Dispatch Management, or Central Station/SOC Management.

• Minimum of two (2) years of experience in operations coordination, call center operations, central station operations, or a related industry field
• Ability to analyze and manipulate software-based management tools, including metrics and dashboards for measuring performance
• Strong project management skills, with attention to detail and the ability to bring performance gaps/issue to resolution
• Proven relationship-building skills, with self-motivation and the ability to influence and motivate others.

PREFERRED QUALIFICATIONS:

• Experience working with SercurityNow
• A minimum of two (2) years of previous experience in building, training, and developing a high performing team
• Experience executing and managing the service delivery process in the security industry or related field

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401 (k) or Supplemental Income Plan, subject to eligibility requirements
• 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

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Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.