What are the responsibilities and job description for the Assistant Manager, Monitoring Operations position at Protos Security?
Company: Protos Remote Services
Job Title: Assistant Manager, Monitoring Operations
Reports To: Manager, Monitoring
Location: Norcross GA, On-Site
Company Overview
Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.
We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place.
Position Summary
Protos Remote Services has an immediate need for an Assistant Manager, Monitoring Operations to join our growing team. This position is on-site in Norcross, GA and supports an overnight operation.
The Assistant Manager will serve as a key leader responsible for overseeing overnight monitoring operations, leading a team of Monitoring Specialists and Monitoring Leads, and supporting operational execution, team performance, and employee development. This role will partner closely with the Monitoring Manager to drive accountability, improve processes, and ensure consistent service delivery while creating a strong team culture and ownership mindset..
Essential Duties & Responsibilities
At Protos Security, We Are a Community Of Driven Professionals Working Together To Make The World Safer Through Technology And Service. Here Is What You Can Expect
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.
Job Title: Assistant Manager, Monitoring Operations
Reports To: Manager, Monitoring
Location: Norcross GA, On-Site
Company Overview
Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.
We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place.
Position Summary
Protos Remote Services has an immediate need for an Assistant Manager, Monitoring Operations to join our growing team. This position is on-site in Norcross, GA and supports an overnight operation.
The Assistant Manager will serve as a key leader responsible for overseeing overnight monitoring operations, leading a team of Monitoring Specialists and Monitoring Leads, and supporting operational execution, team performance, and employee development. This role will partner closely with the Monitoring Manager to drive accountability, improve processes, and ensure consistent service delivery while creating a strong team culture and ownership mindset..
Essential Duties & Responsibilities
- Lead and supervise a team of approximately 35 Monitoring Specialists and Monitoring Leads
- Oversee onboarding, offboarding, scheduling, performance management, corrective actions, and employee development
- Support overnight operational coverage, including call offs and escalations
- Monitor live surveillance activity and ensure incidents are properly identified, documented, and escalated
- Respond to alerts and coordinate with authorities when required
- Review archived footage and support incident investigations
- Prepare and communicate operational and incident reporting to leadership
- Support execution within monitoring and incident reporting systems
- Partner with leadership to improve processes and drive team performance
- Deliver a high level of customer service and operational support
- Responsible for regular communication on day-to-day activities and issues to Monitoring Manager
- High School Diploma or equivalent required
- College education preferred but not required
- 3 to 5 years of leadership experience required
- Prior experience leading teams in operations, monitoring, dispatch, security, call center, or similar environments preferred
- Previous overnight shift experience preferred
- Strong coaching, communication, and performance management skills
- Proficient computer skills and ability to learn new systems
- Detail oriented with strong problem solving and decision making capabilities
- Ability to work independently in a fast paced environment
- Overnight schedule
- Four 10 hour shifts per week
- Typical hours: 9:30 PM / 9:45 PM to 8:00 AM
- Flexibility on days worked based on business needs
At Protos Security, We Are a Community Of Driven Professionals Working Together To Make The World Safer Through Technology And Service. Here Is What You Can Expect
- Purpose Driven Work – Every role contributes to building smarter, more secure environments
- Growth Opportunities – Mentorship, cross functional projects, and career development
- Collaborative Culture – Open communication, respect, and team first thinking
- People First Values – Inclusive culture and generous employee support
- Competitive compensation
- Health, Vision, Dental, and Life Insurance
- Employee Assistance Program
- FSA / HSA
- 401(k) with employer contribution
- Excellent Paid Time Off (24 days)
- Collaborative work environment (and great coffee!)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.