iGuard360° is a Canadian security company delivering dependable, innovative solutions for condominium and corporate clients. Our focus on client service, employee support, and operational excellence drives strong results and high retention.
The Role as a Global Security Operations Command Centre Shift Lead (GSOCCSL), you’ll oversee a team of monitoring agents during the night shift and ensure high-quality delivery of video surveillance, alarm response, call management, and dispatch services. You’ll report to the Command Centre Team Leads and act as the on-shift point of accountability.
Location: Hamilton, ON
Schedule: Primarily night shift (18:00–06:00); weekends/holidays as required

EDUCATION & EXPERIENCE:

• High school diploma or college diploma required; post-secondary in Criminology or related field is an asset.
• 3+ years in video surveillance and/or loss prevention.
• 1+ year in a team lead/shift supervisor capacity.

• Lead the team: Supervise Video Surveillance Agents on nights (18:00–06:00), coach performance, and set priorities.
• Be the standard: Model best-practice monitoring, ensure detailed, accurate incident and activity reports.
• Allocate work: Assign duties based on live activity and staffing, ensuring optimal coverage.
• Oversee dispatch: Manage dispatching of on-site guards/mobile units; resolve staffing emergencies and escalate as needed.
• Own procedures: Keep the team current on contracts, SOWs, SLAs; maintain and update SOPs.
• Handle escalations: Triage client issues; escalate to senior management and follow through to resolution.
• Coordinate emergencies: Dispatch security, mobile patrol, and/or police/fire/EMS; notify property managers and designated contacts.
• Maintain systems: Conduct regular health checks on monitoring software/hardware and report faults promptly.
• Review sites: Partner with Operations to assess monitored locations, identify risks, and prioritize camera coverage.
• Document everything: Ensure accurate logs, pass-alongs, and end-of-shift reporting.