Embedded GSOC Supervisor

Job Description

About the Role

We are looking for an experienced Global Security Operations Center (GSOC) Supervisor ​to join our team, working on-site, embedded within our client's rapidly evolving GSOC team. You will lead a team of Operators who are responsible for access control, alarm monitoring, customer service, incident management, and other ad hoc tasks as needed. You will ensure that all operations are conducted in line with established policies and procedures and meet the client’s standards. 

You will work in a 24/7 environment monitoring various information systems, CCTV feeds, and alarm systems. You will work with Operators to respond to security incidents which may impact the client’s people, products, property, or brand image. These can include (but are not limited to) extreme weather conditions, political instability, crime, terrorism, or technical failures.

This is a full-time on-site role working the Third Shift (10 pm - 6.45 am) - Tuesday to Sunday.  

Responsibilities

​Draft, review, and distribute stakeholder notifications

Triage and manage incidents that cause business disruptions

Develop and mentor Operators through coaching, providing feedback, and managing conflict

Oversee quality control and oversight for all production, support, and staffing functions in conjunction with the Operations Manager

Work with the Operations Manager to identify process and quality improvements

Represent the GSOC in incident response meetings with stakeholders

Facilitate “tabletop” and drill exercises whilst on shift for continuous Operator training

Receive pass-down information from other shifts, and conduct shift briefings to provide updates, assignments, training, and contractual compliance

Provide back-up support and on-call functions as needed

Assess service statistics and prepare detailed reports on findings

Respond to escalated customer service issues in a timely manner

Collaborate with multiple departments to propose and implement solutions to customer challenges

Requirements 

Bachelor’s Degree in Criminology, Political Science, Business Management, Criminal Justice, Communications, Sociology, or other related degree

Experience managing or leading others (this can include line management, training, or general mentoring)

Excellent written and verbal communication skills

Experience conducting research or analysis

Ability to multitask in a fast-paced, at times stressed work environment

A dependable team player with business maturity, enthusiasm, and a positive attitude

Comfortable with a high-tech work environment and willing to learn new tools and innovations

Self-motivated, curious, and knowledgeable about the news and current events

Strong analytical skills

Strong motivation to grow and develop as a security and/or intelligence professional

Process-oriented, with an understanding of the role of people in facilitating the best customer experience​

Preferred

Knowledge of security systems for access control and alarm monitoring

Knowledge of mass employee notification systems

Previous experience managing teams in a corporate security, government, or military setting

Experience managing a team of at least five people

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