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Position:** **Assistant** **Manager** **of** **Technical** **Support

Salary:** **$120,000 - $128,000

SUMMARY

The Assistant Manager of Technical Support key responsibilities are supervising the technical implementation of access control and managing the Access Management Technology team. They direct the day-to-day operations of the Technology team, including all hardware and software maintenance and act as a vendor liaison. This includes assigning and distributing project assignments, overseeing and enforcing all policies and procedures, and providing continuity and accuracy in administration of the program. They ensure their team provides technical support, including troubleshooting equipment and software to guarantee a successful execution of core responsibilities tied to access control. This position may also involve a high amount of interaction between various business units to bring certain projects, initiatives, and/or issues to a resolved state in a timely manner. The Assistant Manager of Technical Support will also manage or assist in responding to higher level/technical requests in person or via email as assigned from the dispatcher and/or management.

ESSENTIAL** **FUNCTIONS** **:

+ Providedailyadministrationoftheglobal,onlineaccessmanagementsystemandrelatedtechnology.

+ Monitorthe systemandensurethe maintenance ofallcard systemcomponentstoprovide ahigh level of system availability and to satisfy user requirements, in accordance with thevendor maintenance agreement.

+ Recognizethe needsof customers,anticipate outcomesand consequences,and makemodificationsto achievedesired outcomes.

+ Assistwithmanaging thedailyoperationsoftheaccessmanagement office.

+ Overseetheprocess forbadge holderstoprovidefeedback.Resolve anyissuesquicklyto ensure customer satisfaction.

+ Develop,administer,andenforceaccessmanagementpoliciesandprocedures.

+ Analyzerequestsfromusersforsystemmodifications,additionalreports,andcustomdatacollection.

+ Provide support to the Access Management Technology Team on the resolution of Tier 1-3 requests.

+ Test and integrate newtools andprocessesbefore beingreleasedtotheaccess management team.

+ Providetrainingto the internalteamonnew and/orexistinginternaltoolsandprocesses.

+ Work with external teams, including Lenel Systems Support, and client teams to resolveany access control issues identified orreported.

+ Monitor variousemailinboxes, and a ticket queue,toquicklyidentify and resolve issues.

+ Maintain in-depth knowledge of all established policies/procedures and update internal documentation accordingly on SharePoint.

+ Run,export,and extrapolatedata formonthlyreportsfor the client businessgroups.

+ Explore and adopt changing technology in preparation for, and to accommodate evolving company needs.

KEY** **COMPETENCIES

+ Abilitytolearnnewtechnicallyinvolvedtasksasneeded.

+ Abilitytoidentifykeyissuesandescalateasneeded.

+ Abilitytoworkinateamenvironmentandabletocompletetasksinatimelymanner.

+ Abilitytoworkwithexternalteamsinaprofessionalandcourteousmanner.

+ Ability to work independently with little to no supervision.

+ Positivecustomerserviceexperiencewithstronglisteningskillsandpatience.

+ Abletoworkinafast-pacedenvironmentwhileeffectively makingdecisions.

+ Proficientproblemsolving,analysis,andresearchskills.

+ Abilitytoworkprofessionallyandproductivelywithothers

+ High attention to detail and well-developedorganizationalskills.

+ Excellent communicationsskills, writtenand verbal,withastrong understanding ofEnglishgrammarand composition.

MINIMUM** **HIRING** **STANDARDS

+ Mustbe atleast18yearsof age.

+ Musthaveareliablemeansofcommunication.

+ Musthaveareliablemeansoftransportation(publicorprivate).

+ Musthavethe legalrighttoworkintheUnitedStates.

+ Musthavetheabilitytospeak,read,and writeEnglish.

+ MusthaveaHighSchoolDiplomaor GED.

+ Mustbe willingtoparticipateinthe Company’spre-employment screeningprocess,includingdrug screen and background investigation.

EDUCATION** **AND** **EXPERIENCE** **[DH1]** **[TI2]

+ Bachelor’s degree in Information Technology, Computer Science, Security Systems Management or related field. An equivalent combination of education, certifications, and/or experience may be considered in lieu of a degree.

+ Experience with Lenel OnGuard Access Control Systems, including configuration and troubleshooting, [DH3] [TI4] is required.

+ 2+ years in team management, supervision, or leadership roles.

+ Proficiency in Microsoft Suite including Teams, SharePoint, Microsoft Outlook, Word, Excel required.

+ Experience in Project Management.

+ Experience with Right Crowd Visitor Management is preferred.

+ Experience with Microsoft Power Apps is preferred.

WORKING** **CONDITIONS** **AND** **PHYSICAL/MENTAL** **DEMANDS

With or without reasonable accommodation, the candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:

+ May be required to occasionally work nights or weekends to support global or emergent issues.

+ Maintaincomposure indealingwith authorities,executives,clients, staffandthepublic,occasionallyunder conditions of urgency and in pressure situations.

+ Requiredabilitytohandlemultipletasksconcurrently.

+ Computer usage, which may include prolonged periods of data analysis.

+ Handling and being exposed to sensitive and confidential information.

+ Occasionallifting and/ormovingupto10pounds, and occasionally 25 pounds.

Securitas is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, pregnancy, genetic information, disability, status as a protected veteran, or any other applicable legally protected characteristic.

Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we’re looking for you to join the Securitas team.

Benefits include:

+ Retirement plan

+ Employer-provided medical and dental coverage

+ Company-paid life insurance

+ Voluntary life and disability insurance

+ Employee assistance plan

+ Securitas Saves discount program

+ Paid holidays

+ Paid time away from work

Additionally, some populations may have the availability of accessing earned wages on a daily basis, prior to payday. Restrictions and fees may apply.

Certain waiting periods may also apply. Paid time away from work may be available either through a combination of vacation and sick time or under a PTO policy, depending on local requirements. Benefits may be different for union members.