Global Support Specialist

GardaWorld•Washington, DC

19h•Onsite

About The Position

An established organization is seeking a Global Support Specialist to oversee full operations of a global company. This is an opportunity to join a high-performing team in a role that offers strong growth potential, competitive compensation, and the chance to drive meaningful impact. We are looking for a results-driven, customer-focused leader who thrives in fast-paced environments and is passionate about leading teams, driving performance, and delivering outstanding customer experiences.

Requirements

At least six (6) years of relevant, progressively responsible work experience.
Bachelor’s degree in international relations, political science, risk management, security management, information technology, security information technology, resilience, emergency response, crisis management or equivalent educational attainment.
Strong security or GSOC-related technical skills, particularly in the use of technology, including experience with Travel Risk Management systems, crisis communication applications (e.g., Everbridge), and security or information management systems.
Experience in creating and managing electronic databases, as well as social media monitoring and business analytics, is highly desirable.
Proficiency in Microsoft Office (Outlook, Excel, Word) is required.
Excellent written and verbal communication skills.
A strong customer service orientation and the ability to build and maintain trusted relationships in a multicultural environment are essential.
Ability to work effectively both independently and as part of a small team.
Strong multitasking and prioritization skills in high-stress, fast-paced environments with tight deadlines.
Ability to provide sound, immediate advice and support during emergencies with minimal supervision is critical.
Flexibility is required, including availability to work rotating shifts, particularly nights, weekends, and holidays—to ensure 24/7 operational coverage.
Excellent oral and written communication skills in the English language.

Nice To Haves

Advanced knowledge of relevant communication platforms.
Proficiency in a second language considered an asset.
Fluency in a second language is desirable but not essential.

Responsibilities

Respond to client requests mainly by telephone, MS Teams and email in a timely manner and according to applicable response standards and service levels.
Respond to calls through the client’s Emergency Call line according to applicable protocol; record all Emergency Call line interactions and report daily activity.
Record and resolve client inquiries; refer client inquiries to Regional Security Adviser or as assigned.
Record client inquiries and relevant correspondence in applicable databases, e.g. Everbridge; maintain client request database.
Independently access and operate the United National Security Management Information Network (UNSMIN) to access United Nations Department of Safety and Security contact information, troubleshoot security clearances, access reports as needed.
Draft, edit, and distribute security alerts, situation reports, and staff welfare checks according to applicable standards and guidelines.
Independently operate the Everbridge communication system at an advanced level.
Know how to troubleshoot client requests and escalate technical problems according to applicable protocols.
Independently operate the Crisis 24 Horizon Travel Risk Management system at an advanced level, being able to quickly locate and communicate with travelers.
Provide incident reports and data to the client’s Emergency Operations Response Team leader when required.
Correspond with the client’s key stakeholders regarding security incidents.
Correspond with the client’s cadre of Country Security Specialists to obtain incident information.
Record incidents in the International Security Incident Databases.
Monitor the client’s security threat information subscription services for client exposure to threats according to International Security section protocol and guidelines and with a high degree of autonomy.
Monitor the International Security mailbox and respond to messages according to International Security section protocols and guidelines.
Conduct media and social media monitoring according to International Security section protocol and guidelines.
Monitor reports received through the UN Security Management System.
Draft a daily pass down and threat monitoring brief for the International Security section.
As authorized by the Section Chief, International Security, participate in meetings with IMF stakeholders representing the International Security section.
Conduct analysis / assessments following security incidents as instructed by the International Security section.
Other duties as assigned, within scope of the program.