Control Room Manager

Job Purpose

To lead the day-to-day operation of the Security Control Room, ensuring the effective monitoring of security systems, management of incidents, alarm response, and communication across the data centre. The role is responsible for maintaining operational standards, leading the Control Room team, driving continuous improvement, and delivering accurate management information and KPI reporting.

Shift Pattern: Monday to Friday 08:00-18:00

Key Responsibilities

1. Control Room Operations

• Manage the daily operation of the Security Control Room to ensure continuous service delivery.
• Oversee the monitoring of CCTV, access control, alarms and communication systems.
• Coordinate responses to security incidents, emergencies and operational disruptions.
• Ensure accurate shift handovers, control room logs and incident records.
• Maintain compliance with Standard Operating Procedures (SOPs) and escalation processes.
• Identify opportunities to improve operational efficiency and service delivery.

2. Alarm & Incident Management

• Ensure all alarms are acknowledged, assessed and responded to within agreed timescales.
• Direct security resources to investigate alarms and incidents.
• Oversee incident management from initial response through to resolution.
• Review CCTV, access control and system records to support investigations.
• Ensure serious incidents are escalated appropriately.
• Monitor recurring alarms and system issues, implementing corrective actions where required.

3. Team Leadership

• Lead, motivate and develop the Control Room team.
• Set and maintain high standards of professionalism and performance.
• Conduct performance reviews, coaching and development discussions.
• Manage attendance, conduct and staffing levels.
• Ensure adequate staffing and operational resilience across all shifts.
• Promote a culture of accountability, teamwork and continuous improvement.

4. Training & Competency

• Deliver and coordinate induction and ongoing training programmes.
• Ensure staff remain competent in all Control Room systems and procedures.
• Carry out competency assessments and scenario-based exercises.
• Maintain accurate training records and compliance.
• Identify development needs and provide coaching where required.

5. Reporting & Performance Management

• Produce accurate operational reports and management information.
• Monitor and report on KPIs, service levels and operational performance.
• Analyse trends relating to incidents, alarms, staffing and system performance.
• Develop improvement plans where standards fall below expectations.
• Present performance information to management and client stakeholders.

6. Security Systems Management

• Ensure all security systems are operating effectively.
• Report and track system faults through to resolution.
• Coordinate temporary security measures during system outages.
• Monitor compliance with system access controls and information security requirements.

7. Emergency & Business Continuity

• Lead the Control Room response during emergencies.
• Coordinate deployment of security personnel and communications.
• Support business continuity and emergency response planning.
• Participate in incident reviews and implement lessons learned.

8. Compliance & Governance

• Ensure compliance with company policies, contractual requirements and relevant legislation.
• Maintain audit-ready records and documentation.
• Support internal, client and external audits.
• Promote best practice in health & safety, data protection and information security.
• Monitor completion of corrective actions following audits and investigations.

9. Stakeholder Management

• Build effective relationships with clients, site management and internal departments.
• Attend operational and client review meetings.
• Provide professional advice on security operations and Control Room performance.
• Communicate operational risks, incidents and performance issues clearly and promptly.
• Represent the Control Room function during audits and client visits.

Key Skills & Experience

Essential

• Minimum 2 years’ experience managing a Security Control Room.
• SIA CCTV Licence
• Strong CCTV, access control and alarm management experience.
• Experience leading and developing operational teams.
• Excellent communication and organisational skills.
• Strong analytical and problem-solving ability.
• Proficient in Microsoft Office applications.
• Ability to work under pressure and manage multiple priorities.
• High attention to detail with a proactive approach to continuous improvement.
• Ability to lead teams of up to eight Controllers plus Team Leaders.
• Ability to pass a five-year checkable history.
• Ability to pass relevant criminal record checks.

Established in 1987, ICTS specialises in the provision of integrated security and customer services within the most demanding environments.  ICTS works with major public attractions, leisure, financial, retail, public sector, transport and government bodies.  We take our commitment to principles of fairness and mutual respect for people of all faiths and cultures seriously and we expect our employees to do the same.