Director of Technical Support (Support Center)

Edgeworth Security is a full-service security firm, specializing in Interactive Video Surveillance, Security System Integration, Executive Protection and Security Consulting Services. Our security solutions and suite of managed services leverage modern technology and automation to significantly lower theft and crime, as well as improve overall operations for our customers. Edgeworth Security takes a proactive stance on crime prevention and operational enhancement by applying artificial intelligence and military grade analytics used in our Command Center. We combine people, processes, and technology to actively secure, protect and improve the operations of our clients' people, property, and assets.

The Director of Technical Support is responsible for supporting and empowering a team of Support Specialist, and Network Engineers to provide excellent customer service by troubleshooting and resolving customer issues to clients. In this role, you are accountable for supervising your team, ensuring quality customer service, and accurate ticket resolution that drives customer retention. You will be empowered to leverage Edgeworth's ticketing platform and dashboards to manage ticket assignment and resolution metrics. You will perform ticket audits to ensure efficient and effective customer resolution in addition to identifying and delivering team member development and training.

Location: Pittsburgh, Pennsylvania. All candidates must currently reside within a commutable distance to Robinson, PA.

Job Type: Full-time, exempt - onsite at our headquarter location in Coraopolis/Moon Township

Essential Job Function and Responsibilities:

Oversee technical support for clients, supervising a team responsible for resolving daily tickets through effective ticket assignment, delegation and appropriate escalation.
Demonstrate a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved.
Embody the Edgeworth's brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
Seek to overcome challenges and accept failure as an opportunity for improvement.
Set clear team schedule, goals and expectations.
Delegate tasks and set deadlines.
Utilize Salesforce to manage team performance and report on metrics.
Perform regular ticket audits to recognize success and identify opportunities for improvement.
Participate in the interview process to vet qualified team members.
Listen to team members' feedback and resolve issues or conflicts in a timely manner.
Appropriately load balance by assigning tickets to the appropriate talent, ensuring timely completion and opportunities to learn and grow.
Identify team member development needs and coach accordingly.
Provide new hire training and participate in 60 & 90 Day Introductory Evaluations.
Recognize high performance and reward accomplishments.

What's in it for you? Why work for Edgeworth:

We are growing! We want all candidates and employees to know that we are excited about the positive improvements we're making and our ongoing efforts to enhance our culture and provide an environment that promotes both professional growth and work-life balance. Our expansion brings exciting opportunities for progress and innovation as we adapt to new challenges. By embracing change, implementing effective processes, and exploring new technologies, we're continually improving. Together, with a shared focus on our goals, we're building a successful, dynamic company where everyone can thrive. We value our employees and are invested in personal and professional growth, learning new skills, challenging yourself, and growing your career while doing meaningful work.

Benefits:

Top-tier compensation

Full-time, exempt with full benefits (medical, dental, vision, life insurance/AD&D/short-term and long-term disability, 401(k) matching)

Training & Education Assistance

Paid Time Off (PTO)

Salary Description: $110,000 - $120,000 base

We look forward to the possibility of you joining our team. Employees are our greatest asset. Here at Edgeworth Security, we embrace diversity, equity, and inclusion, and always strive to be better than we were yesterday.

EOE/Minorities/Females/Vet/Disability/Sexual Orientation/Gender Identity Edgeworth Security is an Equal Opportunity Employer committed to hiring a diverse workforce. Edgeworth Security utilizes e-Verify to check employment authorization.

Requirements:

Technical Knowledge & Skills:

This candidate will be expected to understand and drive technical issues to resolution across a variety of hardware, software, and networking topics including but not limited to:
Windows & Linux Operating Systems
Camera Systems (Cloud, NVR, Hybrid, etc)
Security Applications (SentinelOne, Ironscales, Sublime, etc)
Network protocols (TCP/IP, DHCP, DNS, etc.)
VPN technologies (L2TP, IPSec, Zero Trust, etc)
Networking and configurations (Switching, routing, firewalls)
Mobile Device Management administration
Experience & Education
3+ years experience managing staff of greater then 10 people
5+ years experience in a technical support, helpdesk, network support position
Strong analytical skills, initiative, and the ability to work under pressure
Detail oriented and organized approach while working in a ticketing system
Preferred certifications include CompTIA A+, Network+, CCNA, CMNA, and/or UFSP
Bachelor's degree in computer science, Information Security, or a related field is valued but not required

","

Director of Technical Support (Support Center)

Edgeworth Security is a full-service security firm, specializing in Interactive Vide...","Edgeworth Security, LLC is hiring: Director of Technical Support in Pittsburgh",[90],["B","3212135046"],"Work at Edgeworth Security, LLC","1 hours ago","/jobs/3212135046-edgeworth-security-llc-is-hiring-director-of-technical-support-in-pittsburgh","Edgeworth Security, LLC is hiring: Director of Technical Support ...","Pittsburgh, PA, United States","/jobs?keyword=Edgeworth+Security%2C+LLC","/jobs?location=Pittsburgh%2C+PA%2C+United+States","/jobs?keyword=Edgeworth+Security%2C+LLC+is+hiring%3A+Director+of+Technical+Support+...",{"_65":66,"_67":91,"_69":92,"_71":93,"_73":94},"Pittsburgh","Pittsburgh, PA, United States, 15201","PA","15201",["D",1775599200000],"Marshalls","Marshalls - 875 Lawrenceville Suwanee Rd., Lawrenceville, GA 30043, United States of America [Asset Protection / Security] As a Loss Prevention Detective at Marshalls, you'll: Adhere to established shoplifter guidelines and policies; Provide prompt, courteous and knowledgeable service to internal and external customers; Promote a culture of honesty and integrity and maintain confidentiality; Observe, apprehend, and/or deter any acts of dishonesty from outside sources...Hiring Immediately >>\n","Marshalls - 875 Lawrenceville Suwanee Rd., Lawrenceville, GA 30043, United States of America [Asset Protection / Security] As a Loss Prevention Det...","Retail Loss Prevention Detective",[110],["B","2914423121"],"Work at Marshalls","Marketing & Communications","5 days ago","/jobs/2914423121-retail-loss-prevention-detective","Lawrenceville, GA, United States","/jobs?keyword=Marshalls","/jobs?location=Lawrenceville%2C+GA%2C+United+States","/jobs?keyword=Retail+Loss+Prevention+Detective",{"_65":66,"_67":111,"_69":112,"_71":113,"_73":114},"Lawrenceville","Lawrenceville, GA, United States, 30243","GA","30243",["D",1775152800000],"Monarch Casino Resort Spa - Black Hawk","Job Title: Director of Security\nSalary: $140,000 +\nStatus: Full Time\nShift: Varies

This position is responsible for the planning, implementation, and day-to-day operations of Security/Risk Management for Monarch Casino Resort Spa. The Director’s primary goals are to ensure gaming integrity, protect company assets, and ensure employee and guest safety.

The Director of Security develops and implements departmental policies and procedures in compliance with Colorado Division of Gaming regulations, initiates and follows up on a wide variety of training programs, and establishes operational procedures for activities such as fire prevention and traffic control, guarding and patrolling physical property, monitoring of staff involved with classified information, and investigation of accidents and criminal acts.

Responsibilities\nDesigns and implements workflows and procedures that support the overall goals of asset, guest, and Team Member protection.\nConfers with property General Manager and departmental leaders to formulate policies, identify gaps and determine need for programs, and develop/implement training to address such needs.\nWorks with representatives of local government to ensure cooperation and coordination of property activities with gaming regulators, law enforcement, and firefighting agencies.\nMaintains accurate and thorough departmental and incident records and reports. Disseminates reports to department leaders as needed and follows up accordingly.\nConducts workplace investigations and/or collaborates with other members of the Investigation Committee to conduct investigations.\nPrepares the annual security budget and monitors and reports on the budget monthly.\nEnsures that all security equipment is accounted for, maintained, and working properly. Responsible for the property radio system and the controlled key management system.\nIdentifies and resolves problems in a timely manner and prevents future issues; develops innovative and effective solutions.\nResponsible for effectively managing, delegating duties, and the performance and development of department staff; inclusive of interviewing, hiring, training, evaluating, coaching, and termination of staff as required.\nManages difficult situations or guests for positive resolutions.\nMakes recommendations to executive management for improvements to Security and Safety programs.\nPerforms other related duties as required and assigned.

Qualifications\nBachelor's degree or higher from an accredited four-year college or university.\n5+ years casino security management experience, with 10+ years in security-related field.\nExceptional problem-solving skills.\nAbility to remain calm under pressure and in volatile situations.\nBasic knowledge of computer programs such as the MS Office suite.

The Director of Security/Risk Management, as with all members of the Monarch Casino Resort Spa team, provides excellent customer service to all guests and Team Members, and is expected to conduct himself/herself in a manner that demonstrates initiative, professionalism, personal awareness, integrity, and exercises confidentiality in the appropriate areas of his/her performance. The incumbent supports Monarch’s Vision, Mission, and Values and consistently performs all functions in a fashion that inspires and motivates others to actively pursue them. As a member of the leadership team, the Director of Security role models the expected behaviors of service, a positive attitude, cooperation, and accountability. He/she engenders trust in others and develops credible relationships at all levels.

Not only does Monarch offer a luxury experience for guests, but we also offer luxury benefits to our Team Members as well!

Benefits:\nEnhanced health, dental, and vision insurance, along with a flexible spending account.\nEducation, tuition, and certification reimbursement (up to $6,000 per calendar year).\nGrowth opportunities available within the department/company.\nAccess the team dining hall with one free hot meal per shift.\nCompany-matched 401k.\nPaid time off and six observed holidays.

Save your gas and mileage on your car! Check out these convenient casino bus routes

at

www.casinoshuttle.com or www.aceexpresscoaches.com. As a Team Member of Monarch, we subsidize your bus transportation up to 80%!

An Equal Opportunity Employer: Monarch Casino Resort Spa does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is Monarch’s intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.\n","Job Title: Director of Security\nSalary: $140,000 +\nStatus: Full Time\nShift: Varies

This position is responsible for the planning, implemen...","Director of Security",[129],["B","3122247380"],"Work at Monarch Casino Resort Spa - Black Hawk","10 days ago","/jobs/3122247380-director-of-security","Black Hawk, CO, United States","/jobs?keyword=Monarch+Casino+Resort+Spa+-+Black+Hawk","/jobs?location=Black+Hawk%2C+CO%2C+United+States","/jobs?keyword=Director+of+Security",{"_65":66,"_67":130,"_69":131,"_71":132,"_73":133},"Black Hawk","Black Hawk, CO, United States, 80422","CO","80422",["D",1775998800000],"ISACA","This position is responsible for ensuring the safety of students, faculty, staff, and visitors by planning, implementing, and evaluating safety procedures on a continuous basis. The director of safety and security will develop, establish, and enforce safety and security policies, accident prevention efforts, support risk management efforts, fire, safety, emergency management, and asset protection. The employee performs tasks in developing, implementing, and managing programs designed to effectively address security and school safety needs. He/she is responsible for coordinating a comprehensive school safety program, which includes working with local law enforcement agencies. This position works extensively with the Operations Project Manager, school administrators, and the school community on all areas of school safety. Work also involves implementing training programs pertaining to matters of safety and security for school administrators and teachers.

This is a 10-month position, with some coverage for special events, and potential trainings in the summer. Hours are 7:30 a.m.-4:00p.m.

Essential Duties and Responsibilities:

Coordinates a comprehensive security/school safety program, policies, and procedures by studying organization operations and schedules; establishing internal controls; conducting inspections as appropriate; reporting potential hazards to appropriate departments; and creating and updating the school’s Emergency Response Plan.

Coordinates school safety compliance with federal, state, and local regulations by studying existing and new requirements and overseeing and enforcing school-wide adherence to requirements.

Serves as a liaison with local law enforcement agencies. Working directly with local law enforcement agencies during critical incident situations and follow-up.

Conducts and coordinates safety, security, and emergency preparedness training by developing, scheduling, and/or facilitating training for faculty, staff, students, and public safety officials relating to school safety, security, and emergency preparedness.

Secures facilities, equipment, students, faculty, and staff by working in conjunction with the appropriate departments in recommending safety and security equipment purchases and upgrades; maintaining records of fire and other emergency drills, and conducting drills when appropriate.

Engage in various activities, in consultation with school administration, teachers, and students, and strive to build a school culture of open communication, respect, and trust between and among students and adults by focusing on relationship building and serving as a role model.

Crime prevention activities include foot patrols, monitoring previous crime locations, speaking to teachers about reducing the opportunity for crimes to occur, analyzing possible crime patterns, investigating crimes, and patrolling the parking lots.

Works with appropriate departments to meet operational security needs within budget; works with Business Office, Facilities, and Maintenance departments for capital improvements as needed; schedules expenditures.

Assists in the development and implementation of security plans for special events and determines any special security needs for public meetings or school-wide activities

Advises and assists school administrators in matters involving criminal activities on school campuses.

Coordinates with school administrators, Maintenance, and Facilities Departments to address and correct safety/security issues on each campus.

Prepares memos, reports, drawings, etc. related to safety and traffic issues on each campus; presenting them to the appropriate school administrators.

Participates in annual trainings to stay current on laws, policies, and procedures regarding school safety.

Administers and coordinates the school’s Emergency Notification System.

Manages and coordinates the school's ALICE and Emergency Response App Training

Performs other related work as required and other duties as assigned.

Experience:

Bachelor’s degree from an accredited college or university. Degrees in Criminal Justice, Security Management, Homeland Security, or a related field preferred.

Certification as SRO is required within one year of the date of appointment.

Additional certification in Emergency Management is preferred.

Ten or more years of senior security or law enforcement leadership experience is required.

Comprehensive knowledge of security management principles, best practices, and related laws and policies required.

Demonstrated ability to advise internal and external customers on matters of safety and security required.

License/Certification:

CPR and First Aid certifications required within one year of employment

Valid permit for wearing a firearm

#J-18808-Ljbffr\n","This position is responsible for ensuring the safety of students, faculty, staff, and visitors by planning, implementing, and evaluating safety pro...","Director of Safety and Security",[148],["B","3255650997"],"Work at ISACA","1 days ago","/jobs/3255650997-director-of-safety-and-security","Cincinnati, OH, United States","/jobs?keyword=ISACA","/jobs?location=Cincinnati%2C+OH%2C+United+States","/jobs?keyword=Director+of+Safety+and+Security",{"_65":66,"_67":149,"_69":150,"_71":151,"_73":152},"Cincinnati","Cincinnati, OH, United States, 45208","OH","45208",1072,"name","Hearst Television","agency","logo","slug","hearst-television","

Every career with Hearst Television is like a story. How it develops, where it takes you, the milestones you reach along the way – you’ve got a lot to look forward to as your unique career story unfolds. Hearst Television, a subsidiary of Hearst, owns and operates local television and radio stations serving nearly three dozen U.S. cities, reaching 24 million U.S. television households. Through its partnership with nearly all major networks, Hearst Television distributes national content across more than 120 video channels, including programming from ABC, NBC, CBS, CW, MY Net, MeTV, This TV, Estrella, and more. Hearst Television is recognized as one of the industry's premier companies. It has been honored with numerous awards for distinguished journalism and industry innovation, including the Walter Cronkite Award for political journalism, the national Edward R. Murrow Award, the DuPont-Columbia Award, and the George Foster Peabody Award.

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We know we'll find the right type of talent for specialized positions that may be more challenging to fill. For almost fifteen years, Mediabistro has been our go-to resource for talent in the media/publishing space.","https://production-rails-default.s3.us-east-2.amazonaws.com/public/post-jobs-logos/taunton-press-400x200.png","Mediabistro is valuable partner when it comes to finding top candidates in the media industry. Their team is extremely responsive, which makes the posting process quick and easy. They also offer great insight into branding company pages.","Huffpost","I love using Mediabistro for my harder to fill creative roles. Multimedia positions like photo editors, video producers, or even niche journalists yield great results. Other job boards don't always produce the specialized talent my hiring teams are looking for, and I feel like I can find that talent through Mediabistro.","https://production-rails-default.s3.us-east-2.amazonaws.com/public/post-jobs-logos/huff-post-400x200.png","Trusted by Leading Media","and Creative Employers","See why top publishers, agencies, and brands rely on us to find exceptional talent.","Hire Remote and Local Talent","Across Every Media Vertical","Whether you are building an in-office team or seeking remote talent, access a specialized network of professionals in editorial, publishing, influencer marketing, and AI content strategy. Find candidates—from prompt engineers to production leads—who are ready to contribute from anywhere.","imageAlt","Media roles infographic","The #1 Destination for Media","and Creative Talent","Connect with top-tier full-time and freelance media professionals. 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