Allied Universal

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Allied Universal-Account Manager

Allied Universal-Account Manager

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Allied Universal, a leading facility services company and the largest security force in North America with over 150,000 employees, provides unparalleled security services and solutions. With headquarters in Santa Ana, Calif., and Conshohocken, Pa., Allied Universal combines people and technology to deliver evolving, tailored solutions that allow our clients to focus on their core business. An unrelenting focus on clients’ success creates partnerships rooted in quality and value, and is supported by experience gained from being in business for over 50 years. Through our people and leading services, systems and solutions…Allied Universal is there for you.

Job Description

This position is responsible for supervising the following activities/capabilities on a global basis: security system monitoring and response, intelligence gathering and analysis, risk assessments, communications, reporting, emergency response & dispatching, all in a center that operates 24/7. This position has high visibility and is directly accountable for the effective and efficient management of the MaRC and its staff.


ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:  Those duties necessary to meet the minimum requirements of the position.  Other duties may be assigned:

Responsibilities include, but are not limited to:

  • Oversee, monitor and guide the daily job performance of MaRC personnel.
  • Provide timely communications and actionable intelligence to support the protection of people, assets/intellectual property and infrastructure of related interests/entities.
  • Perform analysis, planning, and provide direction in order to ensure that the MaRC is delivering maximum value to the business.
  • Provides coaching and feedback to operators; identifying areas for training to ensure video alarms/burglary and fire alarms/call center is operated accurately while meeting goals and deadlines.
  • Ensure all systems, both hardware and software, are functioning properly, and immediately notify appropriate stakeholders when they are not.
  • On a daily basis, identify and communicate any and all critical items requiring the attention of senior management
  • Evaluate current MaRC procedures and make ongoing process improvement recommendations to Operations to enhance service levels.
  • Assist in identifying new technologies and upgrades for existing systems.
  • Increase the sophistication and application of Situational Awareness / Threat Intelligence function.
  • Maintain strong knowledge of security threats, remediation, and operational best practices, liaising with law enforcement as necessary.
  • Assume full responsibility for identifying and scheduling all appropriate certifications and inspections of the MaRC, its systems, personnel and functions.
  • Ensure procedures and protocols are in place that enable the timely and effective response to, and management of, incidents, alarms, notifications, calls and other activities related to the MaRC and its role as a central monitoring station.
  • Ensure procedures and protocols are in place that enable the timely and effective response to, and management of, incidents, alarms, notifications, calls and other activities related to the MaRC and its role as a central monitoring station.
  • Compiles and reviews daily/weekly reports to guarantee standards for quality and productivity are maintained.
  • Conduct regular communication meetings with staff to ensure all current procedures are being used, customer complaints are immediately resolved, and action plans are developed and communicate for preventing service related issues.
  • Must attend scheduled meetings and company training meetings and seminars as required.
  • Assists with coordinating company functions, promotional events, employee reward/recognition programs, and meetings.
  • Assists with other special projects as requested by Director and or other Senior Management.
  • Provide statistical data to ensure the alarm process is managed appropriately.
  • Enhance the functionality and proficiency of Security Operations Center as a Service (SOCaaS) to include operating capabilities and managing incident response across an Enterprise.
  • Partner with security executives across the organization to help envision and deliver company-wide security initiatives; evaluate, prioritize, and resource security projects and programs based on input from appropriate stakeholders.


QUALIFICATIONS:  To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or experience required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s Degree in Information Technology or similar technical field of study is preferable. Industry specific work experience in lieu of degree is acceptable. High school diploma or equivalent is required.
  • Ability to prioritize workload based on urgency; able to delegate tasks, and communicate to a range of audiences including to executive management.
  • Demonstrable analytic and critical thinking skills.
  • Modern Communication center supervisory experience is desired.
  • Experience supervising personnel and resources for the successful operation of a 911-Center and/or Central Station Operation that is centered on the use of technology.
  • Must be able to ensure compliance, monitoring of assets, and making rapid notifications via mass communication tools.
  • Must demonstrate strong computer skills (hardware, software and network operations), with the ability to communicate effectively with IT and Security Systems professionals.
  • Strong written and verbal communication skills are required.
  • Flexibility to work all shifts and willingness to assist the team when needed.
  • Significant consideration will be given candidates with documented experience and competency in the following Security Software Systems:
  • Access Control/ID systems (Lenel, AMAG, Brivo, S2 experience a plus).
  • PSIM Software (Sureview Immix).
  • Video Analytics software / technology.
  • Alarm Receiving Automation software (particularly Bold Manitou).
  • Incident Management and computer assisted dispatch software.
  • CCTV/Video Management systems.\
  • Mass Notification systems (Everbridge is a plus).
  • Business Intelligence and Travel Tracking (e.g. – Crisis Assistance Plus, NC4).
  • Experience with the following control room hardware a plus:
  • Alarm Receivers
  • Video Walls and controller
  • Professional, articulate and able to use good independent judgment and discretion.  Must have proven ability to maintain correspondence, discussions and materials in strictest confidence.  Must be able to work overtime as needed.
  • Outstanding verbal and written communication skills required with the ability to successfully interact at all levels of the organization while functioning as a team player.



  • 24 hours 7 days dispatch center operation setting.
  • Work is performed in a confined area with limited mobility.
  • May be required to sit for extended period of time.
  • May be required to operate a mouse and keyboard for long period of time.
  • Required to use both hands, frequently required to talk and hear (communicate verbally in person and via telephone), and be able to read computer screens, correspondence and reports.
  • Required to interact with cameras for the duration of a shift, must be highly alert at all times. No accommodations will be made for an employee who is unable to stay awake whether due to a medical condition or medication.



Allied Universal provides unparalleled service, systems and solutions to the people and business of our communities, and is North America’s leading security services provider. With over 140,000 employees, Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information:


We proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans. EOE/Minorities/Females/Vet/Disability Allied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.

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