Welcome page Returning Candidate? Log back in! Monitoring and Response Team Lead Job Locations US-MI-Grand Rapids Requisition ID 2026-1517714 Category (Portal Searching) Administrative Business Unit AUTS Overview

Company Overview:

Join Allied Universal® Technology Services, a global leader in transforming the security industry. We integrate advanced technology — video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you’re an installation technician, service technician, engineer, or project manager, you’ll discover rewarding opportunities to grow your career as part of a valued team.

Apply today and be phenomenal—build a meaningful career while protecting what matters most through innovative security technology.

Job Description

Allied Universal® is hiring a Security Intervention Specialist Lead. The Security Intervention Specialist Lead is a vital role at our Monitoring and Response Center (MaRC). The primary function of the Security Intervention Specialist Lead is to monitor the assigned customers, document any activity, contact support systems in the event of an emergency, and provide leadership and support to all operators on their designated shift. In addition, the Lead is to ensure goals are being met and objectives are met or exceeded on their designated shift. This is a 24/7 call center environment that requires individuals to sit for long periods of time.

 

 

Pay: $20/hour

Shift: 3rd shift (11:00pm-7:00am)

 

 

RESPONSIBILITIES:

Provides coaching and feedback to new and existing operators; identifying areas for training to ensure alarm board panels/video alarms/burglary and fire alarms/call center is operated accurately while meeting goals and deadlinesServes as a resource in answering questions regarding interpretation of data to be keyed or verifiedInvestigates and professionally resolves inquiries and complaints that require Supervisory level interventionResponds to customer inquiriesCompiles and reviews daily/weekly reports to guarantee standards for quality and productivity are maintainedDevelops and maintains a team-oriented relationship with other departments, so that company goals and objectives are met or exceededMaintains strong working knowledge of current company policies and procedures, recommend improvements as neededAssists with new site development, involving forms, maps, virtual patrol routes, contact information, and vulnerabilitiesCompletes incident reports

QUALIFICATIONS (MUST HAVE):

High school diploma or equivalent (e.g., GED)Must be able to obtain a TOPS Alarm System Monitoring License as part of our paid on-the-job trainingMinimum of two (2) years of experience In law enforcement, security, military, or customer service call center roleCapable of working in a high-stress environment and effectively communicating, particularly during critical, life-or-death emergency situationsAbility to maintain vigilance and use critical thinking to monitor customer sites and respond to any emerging situationsMust be able to work overtime as neededEffectively communicate with team members to direct, control, and/or assist in the event of a crisisProficient in Excel, Outlook, and Microsoft Teams applications and/ or learning new technology

PREFERRED QUALIFICATIONS (NICE TO HAVE):

Previous experience troubleshooting CCTV security systems or controlling camerasPrevious experience in a supervisory or team lead role

BENEFITS:

Medical, dental, vision, basic life, AD&D, retirement plan and disability insuranceEight 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.

#LI-26

Closing

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 difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

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