Job Description

Fidelity Vacancies – Signal Management Team Leader

Signal Management Team Leader

About the Program:

Job Description
The Signal Management Team Leader is responsible for overseeing the Signal Management team, ensuring operational efficiency, reducing false alarms, and maintaining high service standards. This role includes leading technical staff, managing customer complaints, analyzing operational data, and driving process improvements to optimize armed response and monitoring operations.

Key Responsibilities:

• Reduce operational costs by minimizing false alarms and streamlining processes
• Monitor and flag deviations in service levels, performance, and operational abnormalities
• Provide technical support to customers to prevent overactive alarms
• Conduct root cause analysis and implement solutions
• Drive technical revenue to support technician operating costs
• Lead and direct Signal Management technicians and coordinators
• Manage customer complaints, ensuring ownership and resolution
• Establish and maintain effective working relationships across all organizational levels
• Interpret, articulate, and present data analytics to the operations team
• Manage HR processes for new hires and terminations
• Identify staff training and development needs and oversee performance management
• Ensure Environmental, Health, and Safety (EHS) standards are communicated and executed
• Maintain knowledge of all relevant operational facets, procedures, and industry trends
• Attend required meetings, training sessions, and industry events
• Keep workstations, offices, and communication channels organized and up to date
• Assist with ad-hoc tasks, analysis, and projects as directed by Management

Standard Operating Procedures:

• Uphold disciplinary codes and SOPs
• Meet and monitor agreed-upon targets
• Maintain a high standard of service and ensure consistent feedback
• Ensure compliance with company values and operational policies

Qualifications and Competencies:

• Action-oriented with a strong drive for results
• Customer-focused with critical thinking and problem-solving skills
• Adaptable, resilient, and willing to learn new technical skills and technologies
• Excellent verbal and written communication
• Strong time management, planning, and organizational skills
• Interpersonal skills with ability to work independently or in a team
• Positive attitude, proactive approach, and self-starter mindset
• Effective negotiation and client liaison skills
• Proficient in Microsoft Office (Word, Excel, Outlook, Presentations)
• Professional telephone etiquette and follow-through on commitments
• Ability to perform in high-pressure, fast-paced environments
• Willingness to travel as required

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