Protective Operations Team Leader

Position TitleProtective Monitoring & Response Team Leader (RMS TL)Position SummaryThe Protective Monitoring & Response Team Leader (RMS TL) provides operational leadership within Crisis24 Private Strategic Groups (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 addition to hands-on operational responsibilities the Team Leader serves as a people and process leadersupporting 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 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 FunctionsOperational Oversight & Incident LeadershipOversee real-time monitoring of security systems live video feeds and AI-assisted alerting platforms to identify and assess potential threatsProvide leadership-level review and validation of AI-generated alerts ensuring accurate triage and escalation in accordance with PSG protocolsServe as an escalation point for incidents supporting timely decision-making and coordinated responsesMaintain situational awareness across assigned client portfolios ensuring consistent accurate communication during critical eventsPeople Leadership & Team ManagementLead mentor and support Protective Monitoring & Response Specialists during shift operationsAssist with staffing scheduling and day-to-day operational coverage to ensure continuity across a 24/7 operationSupport payroll validation and timekeeping processesProvide coaching feedback and performance support aligned to PSG expectations and service standardsAssist with shift handovers to ensure accuracy continuity and accountabilityClient & Stakeholder CommunicationEnsure professional discreet and effective communication with internal stakeholders law enforcement and external partners as requiredSupport executive-level customer service interactions maintaining the high-touch standards expected by PSG clientelePartner with PSG leadership to ensure consistent messaging reporting accuracy and operational alignmentTraining Onboarding & ComplianceSupport new agent training and onboarding ensuring readiness and adherence to PSG proceduresAssist with new client onboarding management and operational supportSupport licensing management for all operators ensuring compliance with regulatory and client requirementsParticipate in ongoing training and procedural updates reinforcing best practices and policy adherenceDocumentation Reporting & Systems ManagementOversee the creation and quality of incident documentation notifications and operational reportsEnsure accurate documentation of actions taken within incident management systems to maintain complete audit trailsSupport technology systems management including routine health checks and operational audits of monitoring platformsIdentify process or system issues and escalate as appropriate to leadershipWhat You Will Work OnLeadership of real-time monitoring threat assessment and response operations within PSGs Dallas command centerExecution and oversight of escalation workflows communication protocols and operational standardsDay-to-day operations management including scheduling staffing and performance supportCollaboration with PSG leadership to ensure consistency compliance and reporting accuracyContribution to a 24/7 operational culture focused on accountability precision professionalism and team developmentWhat You Will BringBachelors degree or equivalent military law enforcement or security operations experience3 years of experience in a GSOC command center or similar operational environment with demonstrated leadership or supervisory responsibilitiesProven experience supporting executive or high-profile clients in high-stakes environmentsStrong leadership interpersonal and communication skills with the ability to guide teams under pressureExceptional situational awareness analytical thinking and attention to detailFamiliarity with AI-supported monitoring platforms access control systems and incident management toolsDemonstrated ability to make sound measured decisions in high-tempo environmentsStrong written documentation and reporting skillsProficiency with Microsoft Office and Google SuiteCommitment to discretion confidentiality and client trustFlexibility to work variable shifts including nights weekends and holidaysWork EnvironmentFast-paced high-focus command center environment requiring sustained vigilanceRegular use of multiple monitoring communication and reporting platformsExtended periods of sitting while maintaining operational awarenessFrequent communication with internal and external stakeholders during critical incidentsRegular handling of sensitive and confidential informationAdaptability to evolving priorities emerging threats and operational demands