{"id":2629841,"url":"https://alion.io/job/protos-security-client-support-team-lead-evening-shift","title":"Client Support Team Lead - Evening Shift","company":{"id":2208180,"name":"Protos Security","domain":"protossecurity.com","url":"https://alion.io/company/protossecurity","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Roanoke, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":20,"max":31,"currency":"USD","period":"hour","gross":null,"usd_annual":62000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-15T13:35:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T20:30:01Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Company: Protos Security\nJob Title: Client Support Team Lead\nReports To: Client Support Supervisor\nLocation: Roanoke, VA - Onsite\nShift: Weekend Availability Required. Evening Shift (4:00pm-12:00am)\nCompany Overview\nProtos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom.\nBy combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities.\nPosition Summary\nProtos is seeking a highly motivated Client Support Team Lead to join our team. Reporting directly to the Client Support Supervisor, this role is responsible for participating in and leading ground tactics of the dispatch floor in a fast-paced, results-driven environment.\nThe Client Support Team Lead actively monitors service queues, incoming requests, escalations, scheduling activity, and daily operational workflows to ensure tasks and client needs are executed accurately and without delay. This role works directly alongside frontline dispatchers and support personnel to manage high-volume activity, troubleshoot operational issues, coordinate resources, and provide real-time support during critical, urgent, or time-sensitive situations.\nEssential Duties & Responsibilities\nLead and support frontline teams effectively through excellence in operational tasks and responsibilities.\nDeliver exceptional client support and customer service to internal and external stakeholders by fostering a service-focused culture centered on responsiveness, professionalism, and problem resolution.\nResolve escalated officer, guard, coordinator, client, service partner, and internal inquiries in accordance with established policies, procedures, and service expectations while effectively navigating operational challenges and complex situations.\nCommunicate clearly and professionally with clients, officers, vendors, providers, guards, and internal departments regarding requests, issue resolution timelines, operational updates, and service outcomes. \nCollaborate with vendors, provider partners, and internal departments to resolve officer and guard related concerns and maintain positive working relationships that support operational success.\nPartner with vendors, provider partners, and internal departments to resolve officer and guard-related concerns while maintaining collaborative relationships that support operational success and service continuity.\nUtilize multiple software platforms, reporting systems, and online tools to perform analysis, track performance metrics, and complete operational tasks effectively.\nAssist leadership with onboarding, training coordination, schedule management, policy reinforcement, and execution of departmental initiatives and operational priorities.\nExecute all assigned tasks, responsibilities, and additional duties as directed with integrity and efficiency.\nQualifications & Experience\nHigh School Diploma or GED required, associate or bachelor’s degree in business, criminal justice, or related field preferred. \nMinimum of one (1) year of team leadership experience in logistics, scheduling, dispatch, or a similarly fast-paced operational environment required.\nAssesses risk quickly while balancing policy adherence with situational discretion.\nMaintains clarity, focus, and composure under pressure.\nDemonstrates unwavering honesty and accountability.\nCommunicates clearly, confidently, and effectively both Client facing and internally.\nStrong analytical and problem-solving skills.\nProcess driven, detailed oriented and highly organized.\nStrong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency. \nWhy You’ll Love Working With Us\nAt Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:\nPurpose Driven Work - Every role contributes to building smarter, more secure environments\nGrowth Opportunities - Mentorship, cross functional projects, and career development\nCollaborative Culture - Open communication, respect, and team first thinking\nPeople First Values - Inclusive culture and generous employee support\nBenefits Include:\nCompetitive compensation \nHealth, Vision, Dental, and Life Insurance \nEmployee Assistance Program \nFSA / HSA \n401(k) with employer contribution \nExcellent Paid Time Off (24 days) \nCollaborative work environment (and great coffee!) \nPhysical Demands\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nWhile performing the duties of this job, the employee is regularly required to sit, use their hands to handle or operate objects, and communicate effectively (including speaking and hearing).\nThe employee must occasionally lift and/or move up to 10 pounds.\nSpecific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.\nWe are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.","description_format":"text","description_chars":5956,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Law Enforcement","Civil Defense","Security Services"],"lifecycle":[{"event":"open","at":"2026-10-15T15:48:53Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":32,"reasons":["conf:8","win:early"],"computed_at":"2026-10-16T05:17:00Z"},"pay":{"stated_usd_annual":62000,"is_top_pay":false},"html_url":"https://alion.io/job/protos-security-client-support-team-lead-evening-shift","json_url":"https://alion.io/job/protos-security-client-support-team-lead-evening-shift.json","meta":{"generated_at":"2026-10-16T05:17:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2495,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2208180},"rest":"https://alion.io/mcp/rest/get_company?id=2208180"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprotos-security-client-support-team-lead-evening-shift"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprotos-security-client-support-team-lead-evening-shift"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprotos-security-client-support-team-lead-evening-shift"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/protos-security-client-support-team-lead-evening-shift\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprotos-security-client-support-team-lead-evening-shift"}]}