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 DSIs 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 cus omer 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 Bu