HQCC Systems Operation Coordinator

Crisis24 Protective Solutions, LP - Washington, DC

Full-time - Mid Level

Washington, DC

Publishing Industries

About the position

The HQCC Systems Operation Coordinator at Crisis24 plays a pivotal role in ensuring the seamless operation of the HQCC by directly supervising key elements on behalf of the HQCC Project Manager. This position encompasses oversight of all phases of technical tools and processes utilized within the HQCC, which includes procurement, implementation, development of Standard Operating Procedures (SOPs), training, testing, and quality assurance. The Systems Operation Coordinator will act as the primary interface between the HQCC and various internal stakeholders, including units of Global Consulting Services (GCS) and Information Technology (IT) departments such as Telephony and Network Operations. In the absence of the Project Manager, the Systems Operation Coordinator may assume the role of acting Project Manager, ensuring continuity and effective communication across all operational facets. The role requires a flexible working schedule to maintain an in-depth understanding of HQCC operations and fulfill necessary duties. The Systems Operation Coordinator is also expected to respond to emergency call-ins and may serve as a Watch Commander when required. This position is integral to the operational continuity of service delivery, particularly for processes that have technical dependencies. The Coordinator will manage the development and administration of training programs for both new and existing HQCC personnel, ensuring that all staff are well-equipped to utilize the technologies and systems in place effectively. In addition to these responsibilities, the Systems Operation Coordinator will be tasked with creating and editing SOPs to streamline operations and enhance efficiency. This role is not only about managing current operations but also about fostering a culture of continuous improvement and operational excellence within the HQCC.

Responsibilities

• Develop and manage processes and procedures to ensure efficient and effective operational continuity of service delivery, particularly those that have technical dependencies.
• Serve as the HQCC point of contact for all security and fire life safety systems and liaise with internal and external stakeholders to ensure streamlined protocols and SOPs for the HQCC.
• Serve as a point of contact for all technologies used in the HQCC, ensuring effective and efficient use by HQCC personnel.
• Manage the development, administration, and record-keeping of training for new and existing HQCC personnel.
• Act as the 'acting' Project Manager in the absence of the PM or if the PM cannot be reached.
• Respond to emergency call-ins and serve as a Watch Commander as needed.
• Create and edit Standard Operating Procedures (SOPs).
• Perform other duties and responsibilities as assigned.

Requirements

• A graduate-level degree or equivalent experience in management, security/emergency management, criminal justice/criminology, security policy studies, or a related field is required.
• Must have three (3) years of related experience.
• Demonstrated professional experience in the technical and analytical aspects of watch operations.
• Strong experience in managing security operations and the ability to supervise operations personnel.
• Knowledge of security and fire life safety systems, analysis, operational continuity, and crisis management is required.
• Previous project management, security operations, and training experience is essential.
• Ability to manage quality assurance processes.

Nice-to-haves

• Relevant professional technical certifications will be an important consideration.