Key skills
GoAILeadershipRisk ManagementTeam LeadershipCommunicationCollaboration
About this role
About Crisis24
Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.
More information is available at www.crisis24.garda.com
Position Title
Protective Monitoring & Response Team Leader (RMS TL)
Position Summary
The Protective Monitoring & Response Team Leader (RMS TL) provides operational leadership within Crisis24 Private Strategic Group’s (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 portfolios.
In addition to hands-on operational responsibilities, the Team Leader serves as a people and process leader—supporting 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 worldwide.
This 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 environment.
Essential Functions
Operational Oversight & Incident Leadership
• Oversee real-time monitoring of security systems, live video feeds, and AI-assisted alerting platforms to identify and assess potential threats
• Provide leadership-level review and validation of AI-generated alerts, ensuring accurate triage and escalation in accordance with PSG protocols
• Serve as an escalation point for incidents, supporting timely decision-making and coordinated responses
• Maintain situational awareness across assigned client portfolios, ensuring consistent, accurate communication during critical events
People Leadership & Team Management
• Lead, mentor, and support Protective Monitoring & Response Specialists during shift operations
• Assist with staffing, scheduling, and day-to-day operational coverage to ensure continuity across a 24/7 operation
• Support payroll validation and timekeeping processes
• Provide coaching, feedback, and performance support aligned to PSG expectations and service standards
• Assist with shift handovers to ensure accuracy, continuity, and accountability
Client & Stakeholder Communication
• Ensure professional, discreet, and effective communication with internal stakeholders, law enforcement, and external partners as required
• Support executive-level customer service interactions, maintaining the high-touch standards expected by PSG clientele
• Partner with PSG leadership to ensure consistent messaging, reporting accuracy, and operational alignment
Training, Onboarding & Compliance
• Support new agent training and onboarding, ensuring readiness and adherence to PSG procedures
• Assist with new client onboarding management and operational support
• Support licensing management for all operators, ensuring compliance with regulatory and client requirements
• Participate in ongoing training and procedural updates, reinforcing best practices and policy adherence
Documentation, Reporting & Systems Management
• Oversee the creation and quality of incident documentation, notifications, and operational reports
• Ensure accurate documentation of actions taken within incident management systems to maintain complete audit trails
• Support technology systems management, including routine health checks and operational audits of monitoring platforms
• Identify process or system issues and escalate as appropriate to leadership
What You Will Work On
• Leadership of real-time monitoring, threat assessment, and response operations within PSG’s Dallas command center
• Execution and oversight of escalation workflows, communication protocols, and operational standards
• Day-to-day operations management, including scheduling, staffing, and performance support
• Collaboration with PSG leadership to ensure consistency, compliance, and reporting accuracy
• Contribution to a 24/7 operational culture focused on accountability, precision, professionalism, and team development
What You Will Bring
• Bachelor’s degree or equivalent military, law enforcement, or security operations experience
• 3+ years of experience in a GSOC, command center, or similar operational environment, with demonstrated leadership or supervisory responsibilities
• Proven experience supporting executive or high-profile clients in high-stakes environments
• Strong leadership, interpersonal, and communication skills with the ability to guide teams under pressure
• Exceptional situational awareness, analytical thinking, and attention to detail
• Familiarity with AI-supported monitoring platforms, access control systems, and incident management tools
• Demonstrated ability to make sound, measured decisions in high-tempo environments
• Strong written documentation and reporting skills
• Proficiency with Microsoft Office and Google Suite
• Commitment to discretion, confidentiality, and client trust
• Flexibility to work variable shifts, including nights, weekends, and holidays
Work Environment
• Fast-paced, high-focus command center environment requiring sustained vigilance
• Regular use of multiple monitoring, communication, and reporting platforms
• Extended periods of sitting while maintaining operational awareness
• Frequent communication with internal and external stakeholders during critical incidents
• Regular handling of sensitive and confidential information
• Adaptability to evolving priorities, emerging threats, and operational demands
Information Security
Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.
Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.
Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.
More information is available at www.crisis24.garda.com
Position Title
Protective Monitoring & Response Team Leader (RMS TL)
Position Summary
The Protective Monitoring & Response Team Leader (RMS TL) provides operational leadership within Crisis24 Private Strategic Group’s (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 portfolios.
In addition to hands-on operational responsibilities, the Team Leader serves as a people and process leader—supporting 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 worldwide.
This 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 environment.
Essential Functions
Operational Oversight & Incident Leadership
• Oversee real-time monitoring of security systems, live video feeds, and AI-assisted alerting platforms to identify and assess potential threats
• Provide leadership-level review and validation of AI-generated alerts, ensuring accurate triage and escalation in accordance with PSG protocols
• Serve as an escalation point for incidents, supporting timely decision-making and coordinated responses
• Maintain situational awareness across assigned client portfolios, ensuring consistent, accurate communication during critical events
People Leadership & Team Management
• Lead, mentor, and support Protective Monitoring & Response Specialists during shift operations
• Assist with staffing, scheduling, and day-to-day operational coverage to ensure continuity across a 24/7 operation
• Support payroll validation and timekeeping processes
• Provide coaching, feedback, and performance support aligned to PSG expectations and service standards
• Assist with shift handovers to ensure accuracy, continuity, and accountability
Client & Stakeholder Communication
• Ensure professional, discreet, and effective communication with internal stakeholders, law enforcement, and external partners as required
• Support executive-level customer service interactions, maintaining the high-touch standards expected by PSG clientele
• Partner with PSG leadership to ensure consistent messaging, reporting accuracy, and operational alignment
Training, Onboarding & Compliance
• Support new agent training and onboarding, ensuring readiness and adherence to PSG procedures
• Assist with new client onboarding management and operational support
• Support licensing management for all operators, ensuring compliance with regulatory and client requirements
• Participate in ongoing training and procedural updates, reinforcing best practices and policy adherence
Documentation, Reporting & Systems Management
• Oversee the creation and quality of incident documentation, notifications, and operational reports
• Ensure accurate documentation of actions taken within incident management systems to maintain complete audit trails
• Support technology systems management, including routine health checks and operational audits of monitoring platforms
• Identify process or system issues and escalate as appropriate to leadership
What You Will Work On
• Leadership of real-time monitoring, threat assessment, and response operations within PSG’s Dallas command center
• Execution and oversight of escalation workflows, communication protocols, and operational standards
• Day-to-day operations management, including scheduling, staffing, and performance support
• Collaboration with PSG leadership to ensure consistency, compliance, and reporting accuracy
• Contribution to a 24/7 operational culture focused on accountability, precision, professionalism, and team development
What You Will Bring
• Bachelor’s degree or equivalent military, law enforcement, or security operations experience
• 3+ years of experience in a GSOC, command center, or similar operational environment, with demonstrated leadership or supervisory responsibilities
• Proven experience supporting executive or high-profile clients in high-stakes environments
• Strong leadership, interpersonal, and communication skills with the ability to guide teams under pressure
• Exceptional situational awareness, analytical thinking, and attention to detail
• Familiarity with AI-supported monitoring platforms, access control systems, and incident management tools
• Demonstrated ability to make sound, measured decisions in high-tempo environments
• Strong written documentation and reporting skills
• Proficiency with Microsoft Office and Google Suite
• Commitment to discretion, confidentiality, and client trust
• Flexibility to work variable shifts, including nights, weekends, and holidays
Work Environment
• Fast-paced, high-focus command center environment requiring sustained vigilance
• Regular use of multiple monitoring, communication, and reporting platforms
• Extended periods of sitting while maintaining operational awareness
• Frequent communication with internal and external stakeholders during critical incidents
• Regular handling of sensitive and confidential information
• Adaptability to evolving priorities, emerging threats, and operational demands
Information Security
Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.
Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.