What are the responsibilities and job description for the CCTV Virtual Security Guard Supervisor position at KELLINGTON PROTECTION SERVICE?
Company Overview
Kellington Protection continues to enhance its remote monitoring and GSOC capabilities, supporting a diverse portfolio of clients across commercial properties, parking assets, and critical infrastructure. The Remote Camera Monitoring team delivers real-time visibility, incident identification, and proactive risk mitigation across all monitored locations.
The Shift Lead provides on-shift leadership, operational continuity, and quality assurance to ensure consistent, high-standard monitoring services.
Position Summary
The Remote Camera Monitoring Shift Lead oversees daily monitoring operations, supports operators during incidents, and maintains compliance with all protocols and reporting standards. This role acts as the primary on-shift decision-maker for escalations, workflow direction, and operator support.
The Shift Lead is responsible for upholding performance standards, reinforcing accountability, and ensuring seamless communication across the operation.
Core ResponsibilitiesOperational Oversight
- Direct all monitoring activities during the assigned shift.
- Maintain real-time awareness of active incidents, alerts, and camera activity.
- Ensure operators follow established SOPs, escalation triggers, and documentation standards.
- Perform quality control on reports, logs, and shift-level documentation.
Incident Response & Escalation
- Guide operators through incident assessment and initial response actions.
- Validate incident classifications and ensure appropriate escalation.
- Coordinate with supervisors, GSOC personnel, and field teams when required.
- Serve as the first escalation point for real-time incident decisions.
Team Leadership & Coaching
- Provide ongoing feedback, coaching, and support to Remote Camera Monitors.
- Maintain a disciplined, focused, and professional shift environment.
- Support onboarding, training, and skill development of new team members.
- Deliver structured shift briefings and facilitate detailed shift handovers.
Administrative & Quality Assurance
- Maintain shift activity summaries, escalation logs, and operational notes.
- Monitor attendance, performance concerns, and operator readiness.
- Ensure monitoring systems, workstations, and tools are functioning properly.
- Identify workflow gaps and recommend enhancements to management.
Qualifications
- High school diploma or equivalent required; higher education preferred.
- 1–2 years of experience in remote monitoring, GSOC, dispatch, or related security operations.
- Prior leadership or team lead experience strongly preferred.
- Familiarity with VMS platforms (Milestone preferred) and incident management workflows.
- Strong communication skills with the ability to guide operators under pressure.
- Demonstrated ability to multitask and maintain situational awareness across multiple systems.
- Professional demeanor, strong judgment, and reliability.
- Ability to work assigned shifts, including nights, weekends, and holidays.
Key Competencies
- Leadership & Coaching – Drives team alignment and performance.
- Situational Awareness – Maintains real-time operational oversight.
- Decisive Judgment – Makes timely, accurate decisions in fast-paced environments.
- Communication – Clear, concise, and professional.
- Technical Proficiency – Efficient with multi-system navigation and monitoring tools.
- Quality Assurance – Ensures accuracy in documentation and adherence to standards.
Why This Role Matters
The Shift Lead ensures the continuity, discipline, and effectiveness of all remote monitoring operations. This role is central to maintaining service quality, reinforcing operator performance, and delivering reliable, intelligence-driven security support for every client.
Pay: $19.00 - $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
Salary : $19 - $23