ESOC Assistant Manager - Denver, CO

Blackstone Consulting, Inc.•Denver, CO

8h•$90,000 - $93,000•Onsite

About The Position

The Enterprise Security Operations Center (ESOC) Assistant Manager supports the daily operations of the ESOC with a strong emphasis on personnel training, technical system expertise, and operational continuity. This role serves as a subject‑matter expert in access control, video management, and notification platforms while assisting leadership with staff development, quality assurance, and incident escalation. The Assistant Manager plays a critical role in maintaining operational readiness, technical excellence, and workforce capability within a 24/7 security operations environment.

Requirements

Bachelor's degree in a related field or equivalent work experience.
Experience working within a SOC, GSOC, or ESOC environment.
Hands‑on experience with access control systems, video surveillance, and alarm monitoring platforms.
Operational experience supporting incident response and emergency management.
Experience training, mentoring, or coaching security operations personnel.
Ability to pass any company or state‑required training or licensing requirements.
Proficiency in Lenel OnGuard access control systems.
Working knowledge of video management systems (e.g., Genetec, Milestone, Avigilon).
Experience with call tree, mass notification, or crisis communications platforms.
Strong instructional, coaching, and mentoring skills.
Excellent analytical, problem‑solving, and communication abilities.
Ability to work under pressure in a 24/7 operational environment.

Nice To Haves

Prior supervisory or lead experience within a SOC/ESOC environment.
Enterprise‑level access control administration experience.

Responsibilities

Support ESOC daily operations to ensure uninterrupted 24/7 monitoring across all shifts.
Act as the senior operational lead during assigned shifts, serving as the escalation point for supervisors and agents.
Assist with staffing coverage, schedule coordination, and real‑time operational decision‑making.
Ensure adherence to SOPs, service level expectations, and client requirements.
Lead new‑hire onboarding, system training, and job qualification for ESOC personnel.
Develop, deliver, and maintain refresher training programs focused on incident response, systems usage, and situational awareness.
Conduct quality assurance reviews, call monitoring, and system audits to identify training gaps.
Partner with the ESOC Manager and Learning & Development teams to update SOPs, training materials, and job aids
Coordinate process reinforcement training (Hip Pocket Training) focused on perishable skills.
Provide support for access control software, with an emphasis on Lenel OnGuard administration and troubleshooting.
Provide operational support for video management systems (VMS), alarm monitoring platforms, and call tree notification software.
Support system testing, upgrades, and validation activities in coordination with NSS National Technology team, IT and vendors.
Support and assist with security incident response, escalation, and coordination.
Ensure incidents are properly documented, categorized, and escalated per SOP.
Assist with after‑action reviews, root‑cause analysis, and corrective action tracking.
Serve as acting ESOC Manager when assigned or during leadership absence.
Assist in producing operational reports, system usage metrics, and training performance data.
Maintain training records, certifications, and compliance documentation.
Identify opportunities for process improvement, automation, and operational efficiency.