Manager, Project Support Team

Overview
Join the leader in providing smarter solutions for a safer world.
Kastle is the nation's leading provider of Managed Security Services. Our customers depend on us every day and include the who's who of commercial real estate, distinguished global retail brands, leading commercial enterprises and critical government facilities. We are committed to providing a 'Wow' customer experience and we continually invest in the next big ideas to shape and transform our industry. We are proud to say that our people are the industry's best and we work hard to create a culture that provides a compelling career for talented individuals. Kastle Systems is a leading Business to Business (B2B) provider of security-as-a-managed-service.

The Manager, Project Management oversees a team of Project Managerment Professionals to ensure accurate, timely, and profitable system installations that meet or exceed client expectations. The manager is well-versed in team member responsibilities and directly engages with clients to resolve any issues or disputes, ensuring swift resolution and customer satisfaction.

Responsibilities
Project and Installation Management:

• Manage and oversee the preparation and delivery of installation packages for Project Managers and Technicians.
• Ensure the preparation, review, and processing of contracts in CRM systems, verifying completeness and accuracy.
• Oversee system programming verification and conduct post-installation system activity reports to confirm functionality.
• Oversee the Permit Coordinators in permit submissions, scheduling inspections, tracking workload, and processing reimbursement requests.
• Ensure accuracy of field technician packages and verify that all hardware information is uploaded into the system support databases.
• Oversee preparation of post-installation packages for customer review, including final system verification and activity reports.

Process And Quality Management

• Manage the implementation of quality assurance programs for parts verification prior to shipment, collaborating with the Inventory Team.
• Oversee tracking of project end dates for accurate revenue reporting and coordinate with Inventory Team for shipping to remote and international sites.
• Ensure accurate management of unused or faulty parts returns and tracking in AX.
• Monitor project timelines to enforce adherence to SLA timeframes for PM cases.
• Manage process improvement initiatives to streamline the project lifecycle from PO creation through project completion.
• Manage work with International Partners to navigate shipping nuances, import/export regulations, and ensure smooth operations across different countries.
• Oversee the billing of all 3rd party systems, including intercoms, ensuring accuracy and timely processing.

Client And Stakeholder Relations

• Maintain excellent communication with internal and external clients to address inquiries and resolve issues promptly.
• Oversee support for Project Managers in delivering security system training to clients as needed.
• Manage coordination with internal departments such as EPL, Purchasing, Operations, and Client Services to meet project deliverables.
• Ensure customer feedback is solicited to assess service and system effectiveness, initiating corrective actions as necessary.
• Oversee project status reporting and presentation of technical reports to non-technical stakeholders to ensure clarity and alignment with business outcomes.

Team Leadership And Development

• Manage accountability for the metrics in the ticketing system, ensuring that performance goals are met.
• Drive team members to resolve cases in a timely manner to meet internal customer needs and maintain service standards.
• Assign tasks, monitor progress, and provide training and technical support to the Project and Installation Support team.
• Identify areas for training and development and implement training programs to address skill gaps.
• Conduct performance reviews and provide feedback to promote skill development and operational excellence.
• Collaborate with management to align team activities with regional and organizational goals.
• Foster a culture of continuous improvement and promote adherence to safety and regulatory standards.

Technical And Engineering Support

• Serve as the security product, equipment, and services expert, providing technical guidance to the Project Coordinator team.
• Manage site assessments and compile change order cost proposals, submittal documents, and as-built packages.
• Monitor compliance with design specifications and safety standards throughout the project lifecycle.
• Support the engineering team in developing project schedules, estimating costs, and implementing sustainable, eco-friendly solutions.

Qualifications
Qualifications and Requirements:

• Bachelor's degree in Project Management, Engineering, or related field preferred.
• 5 years of experience in project management, installation coordination, or operations support within security, construction, or related industries.
• Proven leadership experience, with a focus on managing cross-functional teams and driving process improvements.
• Strong technical acumen with experience in system programming, project tracking, and report generation.
• Excellent communication and interpersonal skills with a client-focused approach.
• Ability to analyze operational data, identify areas for improvement, and implement strategic solutions.
• Proficiency in CRM, AX, and other project management software.
• Exceptional problem-solving skills and attention to detail.

Work Environment

• Hybrid work model with on-site project visits as required.
• Occasional travel to client sites within the Mid-Atlantic region.

Company Overview
Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. With delivering a world class customer experience driving everything we do, Kastle's mission is to be our customers' best service provider and to make their security the most effective, efficient, and convenient it can be. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

Equal Opportunity Statement
At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.

Salary : $90,000 - $120,000