Alarm Monitoring Station Lead

Job Description

Job Description

Description:

Mission : Provide 24/7 alarm monitoring for over 600 alarmed zones across the Fort Hood military installation. Immediately detect, assess, and respond to any alarm status change by notifying the DES Police Dispatcher for required police response, alerting maintenance technicians for system issues, and maintaining precise logs of all events.

Position Summary

The Lead Alarm Monitoring Station (AMS) Operator serves as the on-site team lead responsible for overseeing daily alarm monitoring operations in support of the Directorate of Emergency Services (DES) at Fort Hood, Texas. The Lead AMS Operator ensures continuous 24-hour alarm monitoring coverage, supervises alarm monitoring personnel, maintains operational readiness, coordinates with Government personnel, and ensures compliance with all contract requirements, General Standard Operating Procedures (GSOP), Army regulations, and security directives.

The Lead AMS Operator serves as the primary point of contact between contractor personnel and Government representatives during daily operations and is responsible for training, quality control, scheduling support, reporting, and operational oversight of alarm monitoring activities protecting more than 600 alarmed zones across the installation.

Essential Duties and Responsibilities

Operational Oversight

• Lead and oversee daily Alarm Monitoring Station operations to ensure uninterrupted 24/7 alarm monitoring services.
• Monitor alarm activity and ensure immediate and appropriate responses to all alarm events, system faults, and status changes.
• Verify that operators properly notify the DES Police Dispatcher, alarm maintenance personnel, and designated Government representatives as required.
• Coordinate with law enforcement, physical security personnel, maintenance technicians, and alarm administrators during alarm investigations, testing, and emergency situations.
• Ensure all alarm monitoring activities are conducted in accordance with the PWS, AMS GSOP, Army regulations, and Government directives.

Personnel Supervision and Leadership

• Provide day-to-day supervision, guidance, and oversight of Alarm Monitoring Station Operators.
• Develop and maintain shift schedules to ensure continuous contract coverage.
• Coordinate leave requests, shift swaps, emergency coverage, and staffing adjustments.
• Conduct shift briefings and ensure proper turnover procedures are followed between operators.
• Monitor employee performance and recommend corrective actions, recognition, or training as appropriate.

Training and Development

• Develop, maintain, and administer the Alarm Monitoring Station On-the-Job Training (OJT) Program.
• Ensure all newly assigned personnel are fully trained and qualified within five duty days of assignment.
• Conduct recurring training and briefings on system updates, procedural changes, operational requirements, and security directives.
• Verify personnel remain knowledgeable and proficient in all alarm monitoring systems, reporting requirements, and emergency procedures.

Quality Control and Compliance

• Serve as the primary on-site Quality Control representative for Alarm Monitoring Services.
• Conduct regular reviews of operator logs, reports, work orders, and performance documentation to ensure accuracy and completeness.
• Maintain all required quality control records and documentation for Government inspection.
• Ensure compliance with contract requirements, security procedures, reporting timelines, and operational standards.
• Identify trends, deficiencies, and operational improvements and implement corrective actions as necessary.

Reporting and Documentation

• Review all operator event logs and reports for completeness and accuracy.
• Ensure shift event logs are submitted to the Government COR no later than 0900 Monday through Friday in accordance with contract requirements.
• Verify maintenance requests and alarm work orders are properly prepared and submitted immediately when required.
• Maintain records, correspondence, reports, and operational files in accordance with applicable regulations and contract requirements.
• Prepare operational summaries, staffing reports, incident reports, and other documentation as requested by management or Government personnel.

Government Coordination

• Serve as the primary daily contractor representative working with the Contracting Officer Representative (COR), Alarm Administrator, Physical Security Branch personnel, and maintenance technicians.
• Immediately notify Government representatives of catastrophic system failures, critical incidents, security concerns, or operational disruptions.
• Support implementation of Government-directed procedural changes, software upgrades, and system modifications.
• Assist DES personnel in the development and review of alarm monitoring policies, procedures, and operational guidance.

Facility and Administrative Responsibilities

• Ensure the Alarm Monitoring Station remains clean, organized, secure, and operationally ready.
• Verify compliance with access control procedures and security requirements.
• Support inspections, audits, and Government reviews of Alarm Monitoring Station operations.
• Perform other duties associated with alarm monitoring operations as assigned.

Minimum Qualifications

• High school diploma or equivalent.
• Minimum three (3) years of experience in alarm monitoring, dispatch operations, security operations, law enforcement communications, military security, or related field.
• Minimum one (1) year of supervisory or team lead experience preferred.
• Demonstrated ability to manage multiple tasks in a high-tempo operational environment.
• Strong verbal and written communication skills.
• Proficiency with computer systems, alarm monitoring software, Microsoft Office applications, and electronic reporting systems.
• Ability to read, understand, and implement operating procedures, regulations, and technical guidance.

Security Requirements

• Must be eligible to obtain and maintain a Secret Security Clearance
• Must successfully pass all required background investigations and installation access requirements.