About Heightened Security
Heightened Security, Inc. is a New York–based licensed security firm founded in 2005, serving the premium tier of the market: luxury hospitality, cultural institutions, Class A commercial real estate, healthcare campuses, and large-scale event programs. We hold long-standing exclusive security relationships with leading hospitality groups and serve corporate, cultural, healthcare, and commercial clients across the five boroughs. We operate a 300-guard roster of unarmed, New York State–licensed officers, produce approximately 500 events per year, and are MBE-certified through 2030.
Position Summary
The Director of Security Operations owns all day-to-day and after-hours security operations. This is a senior leadership role accountable for staffing, scheduling, dispatch, field supervision, deployment, and 24/7 operational coverage. The Director maintains the after-hours and weekend dispatch and on-call infrastructure a round-the-clock security operation requires, manages account managers and schedulers, and is the operational owner for full post coverage, client responsiveness, and incident escalation at all hours.
The Director also owns the company's operating cadence, chairing our weekly operations meetings, where every account is reviewed, coverage risks are named, and every miss is assigned a root cause and an owner.
Key Responsibilities
- Own end-to-end security operations: scheduling, dispatch, deployment, field supervision, and post coverage across all commercial and event accounts.
- Chair weekly operations meetings — review every commercial and event account against a fixed agenda: what was missed, what is at risk, and what changed off standard procedure. Assign a root cause and an owner to every miss before each meeting ends, and drive items to closure.
- Confirm coverage on every upcoming post and event by named guard ahead of the weekend, and resolve gaps rather than carry them forward.
- Build, staff, and enforce after-hours and weekend dispatch and on-call coverage across a true 24/7 operation.
- Establish and enforce escalation protocols for guard no-shows, post-coverage failures, client calls, and security incidents, ensuring the on-call line is answered and acted on at all hours.
- Hold account managers and on-call personnel accountable for after-hours responsiveness through a published on-call rotation and a documented escalation log.
- Manage and develop account managers, schedulers, and field supervisors; set performance standards and conduct accountability reviews.
- Own the TrackTik guard-management platform as the operational system of record for scheduling, check-ins, post orders, and reporting.
- Direct backfill and contingency staffing to guarantee uninterrupted coverage on short notice.
- Oversee deployment for large-scale events requiring up to 200+ officers, including overnight crews and fire-safety personnel.
- Partner with the President on client relationships, scope, and service standards for premium accounts.
- Systematize recruiting, onboarding, and deployment processes in coordination with HR and the Controller/CTO.
- Ensure compliance with New York State Department of State licensing (General Business Law Article 7) and FDNY fire-safety certification requirements.
- Develop and report operational KPIs — post coverage and no-show rates, response times, uniform and presentation standards, certification currency, and incident handling — as the standing inputs to weekly operations meetings.
Required Qualifications
- 5+ years of progressive experience in security operations, guard-force management, or physical-security leadership, including supervisory responsibility.
- Demonstrated experience managing 24/7 or multi-shift security operations, dispatch, or on-call coverage.
- Experience managing supervisors, schedulers, or account managers — not solely front-line guards.
- Track record of running a recurring operating cadence — standing weekly reviews that produced assigned owners, tracked action items, and measurable follow-through, not status updates.
- Working knowledge of New York State security-guard licensing under General Business Law Article 7 and New York State Department of State requirements.
- Familiarity with FDNY fire-safety requirements, including Fire Life Safety Director (FLSD) and Fire Guard roles.
- Proficiency with guard-management or workforce-scheduling software (TrackTik or equivalent).
- Strong written communication and documentation discipline; ability to hold personnel accountable through clear records.
- Availability to serve as the senior operational escalation point, including outside standard business hours.
Preferred Qualifications
- Experience across both commercial/static-post security and live-event security operations.
- Background serving premium clients — luxury hospitality, cultural institutions, Class A commercial, or healthcare.
- Experience systematizing dispatch, on-call, or after-hours coverage.
- Experience interfacing with FDNY, NYPD, and city agencies on permitting and event operations.
- ASIS Certified Protection Professional (CPP) certification strongly preferred.
- Related ASIS board certifications (Physical Security Professional, PSP; Professional Certified Investigator, PCI) a plus.
Reporting & Compensation
- Reports to the President / CEO.
Pay: $115,000.00 - $130,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
