*Protective Operations Team Leader

Position Title

Protective Monitoring & Response Team Leader (RMS TL)

Position Summary

The Protective Monitoring & Response Team Leader (RMS TL) provides operational leadership within Crisis24 Private Strategic Group's (PSG) Dallas command center. This role is responsible for supervising real-time monitoring operations, guiding incident triage and response activity, and ensuring consistent situational awareness and reporting across assigned client portfolios.

In addition to hands-on operational responsibilities, the Team Leader serves as a people and process leader-supporting day-to-day operations, staffing, training, and performance management of Protective Monitoring & Response Specialists. The RMS TL plays a key role in maintaining operational readiness, quality control, and adherence to PSG standards while supporting executive-level clientele and high-profile environments worldwide.

This position blends AI-driven surveillance technology with human judgment and team leadership, requiring steady decision-making under pressure, strong communication skills, and the ability to manage both operational outcomes and personnel performance in a 24/7 environment.

Essential Functions
Operational Oversight & Incident Leadership

• Oversee real-time monitoring of security systems, live video feeds, and AI-assisted alerting platforms to identify and assess potential threats
• Provide leadership-level review and validation of AI-generated alerts, ensuring accurate triage and escalation in accordance with PSG protocols
• Serve as an escalation point for incidents, supporting timely decision-making and coordinated responses
• Maintain situational awareness across assigned client portfolios, ensuring consistent, accurate communication during critical events

People Leadership & Team Management

• Lead, mentor, and support Protective Monitoring & Response Specialists during shift operations
• Assist with staffing, scheduling, and day-to-day operational coverage to ensure continuity across a 24/7 operation
• Support payroll validation and timekeeping processes
• Provide coaching, feedback, and performance support aligned to PSG expectations and service standards
• Assist with shift handovers to ensure accuracy, continuity, and accountability

Client & Stakeholder Communication

• Ensure professional, discreet, and effective communication with internal stakeholders, law enforcement, and external partners as required
• Support executive-level customer service interactions, maintaining the high-touch standards expected by PSG clientele
• Partner with PSG leadership to ensure consistent messaging, reporting accuracy, and operational alignment

Training, Onboarding & Compliance

• Support new agent training and onboarding, ensuring readiness and adherence to PSG procedures
• Assist with new client onboarding management and operational support
• Support licensing management for all operators, ensuring compliance with regulatory and client requirements
• Participate in ongoing training and procedural updates, reinforcing best practices and policy adherence

Documentation, Reporting & Systems Management

• Oversee the creation and quality of incident documentation, notifications, and operational reports
• Ensure accurate documentation of actions taken within incident management systems to maintain complete audit trails
• Support technology systems management, including routine health checks and operational audits of monitoring platforms
• Identify process or system issues and escalate as appropriate to leadership

What You Will Work On

• Leadership of real-time monitoring, threat assessment, and response operations within PSG's Dallas command center
• Execution and oversight of escalation workflows, communication protocols, and operational standards
• Day-to-day operations management, including scheduling, staffing, and performance support
• Collaboration with PSG leadership to ensure consistency, compliance, and reporting accuracy
• Contribution to a 24/7 operational culture focused on accountability, precision, professionalism, and team development

What You Will Bring

• Bachelor's degree or equivalent military, law enforcement, or security operations experience
• 3+ years of experience in a GSOC, command center, or similar operational environment, with demonstrated leadership or supervisory responsibilities
• Proven experience supporting executive or high-profile clients in high-stakes environments
• Strong leadership, interpersonal, and communication skills with the ability to guide teams under pressure
• Exceptional situational awareness, analytical thinking, and attention to detail
• Familiarity with AI-supported monitoring platforms, access control systems, and incident management tools
• Demonstrated ability to make sound, measured decisions in high-tempo environments
• Strong written documentation and reporting skills
• Proficiency with Microsoft Office and Google Suite
• Commitment to discretion, confidentiality, and client trust
• Flexibility to work variable shifts, including nights, weekends, and holidays

Work Environment

• Fast-paced, high-focus command center environment requiring sustained vigilance
• Regular use of multiple monitoring, communication, and reporting platforms
• Extended periods of sitting while maintaining operational awareness
• Frequent communication with internal and external stakeholders during critical incidents
• Regular handling of sensitive and confidential information
• Adaptability to evolving priorities, emerging threats, and operational demands