Key Center-Security Supervisor at The Millennia… · Cleveland

The Millennia Commercial Group is seeking an experienced Security Supervisor to lead security operations at the iconic Key Center in Downtown Cleveland. This role is responsible for overseeing daily security functions within a Class A critical infrastructure environment while delivering exceptional white-glove service to tenants, guests, vendors, and executive clientele.

The Security Supervisor must excel in all Security Officer responsibilities while providing strong leadership, operational oversight, personnel management, and clear communication. This position serves as the on-site shift leader and primary liaison between security staff, property management, tenants, and emergency responders.

Key Responsibilities

Leadership & Personnel Management

• Supervise, mentor, and develop Security Officers to ensure performance excellence and adherence to company standards.
• Lead by example in professionalism, customer service, and policy enforcement.
• Conduct shift briefings, post inspections, and performance coaching.
• Review and approve incident reports and daily activity logs for accuracy and completeness.
• Assist with scheduling, coverage coordination, and overtime management.
• Support recruitment, onboarding, and training of new officers.
• Address performance concerns promptly and professionally in partnership with management.
• Promote a culture aligned with Millennia’s core values of Respect, Collaboration, Service, and Performance.

Customer Service & Tenant Experience

• Model and enforce white-glove customer service standards.
• Serve as an escalation point for tenant concerns, lobby inquiries, and sensitive situations.
• Support executive protection needs, VIP visits, and high-profile events with discretion and professionalism.
• De-escalate complex conflicts using tact, diplomacy, and sound judgment.
• Build strong working relationships with tenants, property management, and vendors.

Access Control & Security Technology Oversight

• Oversee operation of electronic access control systems and credential management.
• Ensure proper issuance, activation, deactivation, and auditing of access credentials.
• Monitor and guide team response to CCTV activity and alarm systems.
• Ensure visitor management systems are properly utilized and documented.
• Identify system deficiencies or risks and coordinate corrective action.

Reporting, Documentation & Communication

• Ensure all reports are detailed, accurate, objective, and professionally written.
• Maintain oversight of shift logs, incident documentation, and digital reporting platforms.
• Communicate clearly and effectively with property management, tenants, leadership, and emergency services.
• Provide timely escalation of significant incidents.
• Analyze trends in incidents or safety concerns and recommend mitigation strategies.

Policy Enforcement & Risk Mitigation

• Ensure consistent and respectful enforcement of all building policies and procedures.
• Oversee interior and exterior patrol operations across the multi-level commercial property and surrounding campus.
• Identify vulnerabilities and proactively implement risk mitigation strategies.
• Lead emergency response efforts in accordance with established protocols.
• Coordinate directly with local emergency services when required.

Work Conditions & Physical Demands

• Ability to stand and walk for extended periods (up to 4 continuous hours).
• Conduct routine patrols throughout multi-level commercial property and surrounding campus.
• Respond quickly and decisively to incidents.
• Work indoors and outdoors with exposure to varying weather conditions, noise, equipment, and high pedestrian traffic.
• Ability to work independently while effectively leading a team.
• May be required to work overtime (up to a 12-hour shift) to maintain service levels.
• Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.