Physical Security and IT Coordination Manager

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

 Physical Security and IT Coordination Manager position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 29 PTO Days including company holidays

The Physical Security and IT Coordination Manager supervises a team of Coordination Managers, Coordinators, and other service delivery personnel, ensuring efficient service delivery processes and maintaining high standards of customer satisfaction. This role involves technical tasks, including the execution of technical work orders, support of technical infrastructure, and team supervision. Additionally, the manager acts as a liaison between technical teams and operations, optimizing processes and resolving technical issues to ensure smooth operations, all while adhering to PMO standards and methodologies. 

Ideal candidate will have experience working with Security and IT products like; Access Control, Locksmith, Intrusion Alarms, Video Surveillance, Structured Cabling and Network Devices. 

***This is a flexible Hybrid position wanting a candidate that can commute to the Minneapolis office 1 day a week and for training and special events. 

PRIMARY DUTIES & RESPONSIBILITIES include but are not limited to: 

• Team Supervision:
• Guide, support, and direct team members.
• Promote continuous improvement and professional development.

• Service Delivery Oversight:

• Monitor service delivery operations and ensure adherence to SLAs.
• Address escalated issues and implement risk management practices.

• Process Coordination and Optimization:
  • Coordinate service delivery processes and workflows.
  • Utilize project management tools to optimize processes.
  • Analyze and improve technical operations processes
• Quality Assurance:
  • Monitor service quality and performance metrics.
  • Implement improvements and conduct regular audits.
• Reporting and Communication:
  • Provide regular updates to senior management.
  • Ensure transparency and clarity in communications.
• Training and Development:
  • Support professional development and provide training on best practices.
• Technical Work Order Management
  • Plan, schedule, and execute technical work orders.
  • Coordinate with technical teams and monitor progress.

COMPETENCIES & KEY SKILLS:

• Leadership and Supervision:
• Strong leadership skills to guide and motivate a team.
• Experience in leading cross-functional teams and managing stakeholder expectations.
• Service Delivery Expertise:
• Knowledge of service delivery processes and best practices.
• Experience in managing customer relationships and resolving issues.
• Technical Expertise:
• Strong technical skills and knowledge in relevant systems, software, and hardware.
• Ability to troubleshoot and resolve complex technical issues.
• Analytical and Problem-Solving Skills:
• Strong analytical skills to assess technical operations and identify areas for improvement.
• Effective problem-solving abilities to develop and implement solutions.
• Project Management Skills:
• Proficiency in planning, scheduling, and managing technical work orders.
• Ability to manage multiple tasks and projects simultaneously.
• Competence in using project management software.
• Communication Skills:
• Excellent communication skills to interact with technical and non-technical stakeholders.
• Ability to convey complex information clearly and concisely.
• Proficiency in stakeholder management and engagement.
• Attention to Detail:
• High attention to detail to ensure accuracy in technical work and documentation.
• Ability to identify and rectify issues before they escalate.
• Ensuring quality control measures are in place and followed.
• Team Collaboration:
• Ability to work effectively in a team environment, coordinating with various technical and operational teams.
• Willingness to assist team members and share knowledge.
• Experience in leading cross-functional teams and managing stakeholder expectations.
• Adaptability:
• Ability to adapt to changing technical environments and priorities.
• Flexibility to handle unexpected challenges and changes in technical operations.
• Capability to manage change and drive continuous improvement initiatives.
• Compliance and Safety Knowledge:
• Understanding of regulatory requirements and safety standards relevant to technical operations.
• Ability to ensure compliance with safety regulations and company policies.
• Conducting regular audits and reviews to ensure adherence to quality and compliance standards.

REQUIRED EDUCATION & EXPERIENCE REQUIRED: 

• Three to five years of experience working in a project environment, including relevant industry experience preferably with overall responsibility.

PREFERRED EDUCATION & EXPERIENCE REQUIRED:           

• Bachelor’s Degree preferred.
• PMP or Equivalent Professional Certification.

 EXPECTED HOURS OF WORK: This is a full-time position working 40 hours per week (Monday – Friday 8am – 5pm).  Additional hours may be required to meet client and internal expectations. 

Travel Expectations: Travel to meet with clients and internal teams as needed will be required.  Travel expectation is up to 5% domestic travel and possibly some international travel.

Salary: $60,000 - $70,000 depending upon experience

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