Systems & Control Desk Manager

About the role

The Systems & Control Desk Manager will lead the centralized system monitoring function within the Centralized Operations Hub (COHUB). This role ensures optimal performance of integrated systems such as CCTV, LPR, intercom and car‑park management, while driving incident response efficiency and maintaining high reliability across all locations.

Key responsibilities

• Oversee real‑time monitoring of all integrated systems and establish monitoring standards and protocols.
• Lead, manage and mentor a 24/7 System Control team, defining roles, shift structures and KPIs.
• Direct incident detection, escalation, root‑cause analysis and closure, ensuring SLA compliance.
• Maintain high system uptime, monitor integration performance and coordinate improvements with IT and vendors.
• Develop and enforce SOPs for monitoring, logging, escalation and reporting, supporting audit readiness.
• Produce performance reports, dashboards and data‑driven insights for senior management.
• Support rollout of new tools and system enhancements, driving automation initiatives.
• Act as primary liaison between COHUB, IT, operations and external vendors during incidents and upgrades.

Required profile

• Proven experience leading system monitoring or control desk teams in a 24/7 environment.
• Strong technical oversight with ability to manage complex integrated systems.
• Demonstrated capability in incident management, escalation handling and root‑cause analysis.
• Excellent coordination skills with IT, operations and vendor partners.
• Track record of establishing SOPs, KPIs and delivering continuous improvement.

Required skills

• CCTV systems
• License Plate Recognition (LPR) platforms
• Intercom systems
• Car‑park management systems
• System monitoring tools
• Incident management processes
• Root‑cause analysis
• Automation and scripting for operational efficiency