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 and directs the Service Desk Coordinator team, implementing effective action plans to achieve national customer service goals. This role oversees staff performance, ensuring seamless execution of service objectives by coordinating across departments, clients, and Regional Services Teams. Aligned 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. The Service Desk Manager upholds the organization's office policies, procedures, and core values, embodying Allied Universal Technology Services’ commitment to excellence.This a full time, in office role located in Customer Experience Center in Richardson, TX.

RESPONSIBILITIES:

Team Development:

Provides support, expertise, leadership, and accountability for his/her staff and internal customers.Supports the Sr. Director in all hiring, recruiting, retention and training needs for services staffEstablishes goals and development plans for all direct reports. Evaluates employee performance and works with the Sr. Director on salary management.Supervises performance of staff and responds to escalated issues in field and internally escalates issues as needed.Ensure that fair and effective performance measures are assigned, and that employees are motivated to achieve and / or exceed their assigned goals and objectives utilizing sound management tools and practices.

Drive Operations:

Manages the activities and performance of all immediate service customer engagements and ensures staff is operating/communicating efficiently and effectively.Plans, organizes, manages, schedules, and controls all daily coordination activities, including coordinating and liaising with all departments related to service activities.Communicate management directives to staff and ensure compliance (WFS, Safety, etc.)Develops manpower schedules and loading to ensure contract compliance and prompt service delivery and SLA/Metric Compliance.Follows up on customer satisfaction issues and drives resolution.Engages company resources to resolve customer issues outside of service contract scope.Audits data held within the SecurityNow, call queues, and assist regional teams in scheduling Preventive Maintenance activities to ensure the Field Service organization is effectively managing data and is supported. Coordinates with Regional Service Directors for sub-contractor onboarding and liaison.Acts as a QA/QC liaison for Field Services teams from a National Service perspective.

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, agreeance, and execution.

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 Management, Project Management, Call Center, Service Dispatch or as a Central Station/SOC Manager capacity.High school diploma or equivalent with a minimum of seven (7) years of experience in Management, Project Management, Call Center, Service Dispatch or as a Central Station/SOC Manager capacity.Minimum of two (2) years of experience in operations coordination, call center operations, central station operations, or a related industry fieldProficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word)Ability to analyze and manipulate electronic (software-based) management tools, including metrics and dashboards for measuring performanceAbility to establish and maintain effective working relationships with internal and external customersSelf-motivated with the ability to motivate and influence othersProject management skills; attention to detail with the ability to bring performance gaps/issue to resolution

PREFERRED QUALIFICATIONS:

Experience working with SercurityNowA minimum of two (2) years of previous experience in building, training, and developing a high performing team

BENEFITS:

Medical, dental, vision, basic life, AD&D, and disability insuranceEnrollment in our company’s 401 (k) or Supplemental Income Plan, subject to eligibility requirementsEight paid holidays annually, five sick days, and four personal daysVacation 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.