Security Professional - Service Desk Security Supervisor

Allied Universal, North America's leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

Pay Rate $30/hour

La Jolla Location

Great Perks and Benefits

Allied Universal Services is seeking the position of a Security Service Desk Supervisor.

The Global Security Service Desk (GSSD) Supervisor is responsible for providing primary and secondary service support at a growing and fast-paced biotech company. GSSD Operators will provide support in the areas of Security and Access Control, Managing Global Request tickets, Team Metrics, Team building, Brass Key Management, Visitor & Vendor Management and assist with onboarding of New Employees globally. The GSSD Supervisor will oversee the GSSD operators that fulfill all general intake responsibilities and must demonstrate flexibility, openness to change and ideas, and the highest levels of initiative, leadership, and professionalism.

Key functions of the Security Service Desk Supervisor:

1. Utilize best practices to identify, analyze, and support all incidents that are either impactful or potentially impactful to business, the brand, and/or employees. Serve as leader for the GSSD and the GSSD Operators. Conduct reviews/after action reports and distribute information accordingly to identify opportunities to improve efficiency, effectiveness, and response.

2. Be able to lead a team in a fast-paced, dynamic environment with a high degree of responsibility and ability to handle confidential information

3. Supervise, operate, and monitor computer workstations and electronic key boxes; administer and maintain process control systems and databases used within the Service Desk.

4. Ensure the management of a high volume of walk-in customers per shift while maintaining composure and demonstrating exceptional customer service skills

5. Ensure through training and process that all operators are capable of monitoring access request tickets and responding appropriately on a global scale.

6. Analyze threats and envision potential or real-time impact to stakeholders, clients, properties, or assets, with the ability to develop or implement quick responses or mitigation strategies with regards to access control, events, and daily operations.

7. Utilize request ticketing system, Access Control system, and other Service Desk software to complete client access requests globally and perform tier 1 troubleshooting for break fix items on the Security system.

8. Liaise with Security leadership to provide subject matter expertise as needed for projects and initiatives, distribute high level reports, and track all GSSD metrics etc.

9. Generate Access Denied Requests report for Global Security management. Investigate and report on subjects attempting to access unauthorized areas.

10. Display original thinking and creativity, meet challenges with resourcefulness, generate suggestions for improving work, and develop innovative approaches to complex problems

11. Ensures the Service Desk operator's management of a high volume of walk-in customers while maintaining composure and demonstrating exceptional customer service skills

12. Prepares and distributes high level reports, tracks all Service Desk metrics, and acts as the Service Desk representative for various Illumina meetings

13. Supervises, operates, and monitors computer workstations and electronic key boxes; administers and maintains process control systems and databases used within the Service Desk

14. Communicates out-of-the-ordinary or abnormal conditions to Clients, management, employees and suppliers, Facilities organization, Environmental Health and Safety organization, repair companies, and security officers in the field

15. Adheres to Global Physical Security policies, procedures, guidelines, standards, and best practices

16. Other duties as assigned

17. Run the routine business tasks.

QUALIFICATIONS/REQUIREMENTS:

Associated Arts degree with emphasis in Criminal Justice, Security, Law Enforcement, Business Management or similar physical security professional certification.
• 7 + years of experience with progressive supervisory roles overseeing security operations, ideally with corporate security or with local, state, or a federal law enforcement/military security team.
• A minimum of 2 years of proven experience as a Security Access/Control, Service Desk Officer or similar role.
• Experience utilizing applications such as ServiceNow (SNOW), Lenel security systems or similar.
• Ability to handle multiple tasks and prioritize effectively.
• Strong attention to detail and problem-solving skills.
• Ability to work independently and as part of a team.
• Possess effective written and oral communication and interpersonal skills with ability to deal with all levels of personnel and the general public in a professional and effective manner

• Licensing requirements are subject to state and/or local laws and regulations and may be required prior to employment.

• As a condition of employment, employee must successfully complete a background investigation and a drug screen in accordance with all federal, state, and local laws
• Have intermediate computer skills to operate innovative, wireless technology at client specific sites
• Ability to handle crisis situations at the client site, calmly and efficiently
• Capably utilize scheduling and billing software to produce reports (such as Scheduling Activity, Training Detail reports, etc.) that require interpretation and action for effective business management
• Enforce Contract Standards
• Administers site safety programs outlining site-specific hazards for security officers including vehicle / driving safety as appropriate to corporate procedures
• Prepared to participate in unemployment hearings
• Enforces Allied Universal's policies as outlined in the handbooks and executive memos
• Able to:
  • Work in various environments such as cold weather, rain/snow or heat
  • Occasionally lift or carry up to 40 pounds
  • Climb stairs, ramps, or ladders occasionally during shift
  • Stand or walk on various surfaces for long periods of time

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.