GSOC Manager

Crisis24•Tempe, AZ

8d•Onsite

About The Position

The GSOC Manager is responsible for the overall leadership, performance, readiness, and continuous improvement of a client-dedicated, 24/7 Global Security Operations Center. The Manager maintains accountability for the health of the program across people, operations, performance, staffing, training, quality, and client service. This position directly leads frontline leadership and other assigned personnel while serving as a primary Crisis24 management partner to authorized client stakeholders. The ideal candidate is an experienced people and operations leader who can balance strategic and administrative responsibilities with a visible and engaged presence in day-to-day operations. The Manager must maintain sufficient knowledge of frontline functions, systems, procedures, and challenges to effectively develop personnel, assess performance, manage risk, and drive sustainable operational improvement. Due to confidentiality requirements, specific client information, systems, locations, and operational procedures will be provided only as appropriate during the hiring and onboarding process.

Requirements

Bachelor’s degree in security, emergency management, business, intelligence, criminal justice, or a related discipline preferred; equivalent relevant experience may be considered.
5+ years of progressively responsible experience in GSOC/SOC operations, corporate security, emergency operations, intelligence, public safety, or a comparable 24/7 operational environment preferred.
3+ years of demonstrated people-leadership experience, including experience managing supervisors or other frontline leaders, strongly preferred.
Strong understanding of incident management, operational risk, quality assurance, training, procedural governance, and continuous improvement.
Demonstrated experience coaching and developing employees, managing performance, reinforcing accountability, and navigating employee-relations matters.
Demonstrated ability to use operational data, quality results, performance trends, and qualitative feedback to inform decisions and drive improvement.
Strong client and stakeholder management skills with the ability to balance service expectations, operational requirements, and employer responsibilities.
Strong written, verbal, presentation, and executive communication skills.
Demonstrated ability to manage competing operational, personnel, administrative, and client priorities.
Strong judgment, problem-solving, conflict-resolution, and decision-making skills, including the ability to remain composed during significant or high-pressure events.
Ability to build effective relationships across frontline employees, leadership, client stakeholders, and cross-functional partners.
Flexibility to support the needs of a 24/7 operation, including occasional requirements outside normal business hours.
Must be willing to sign an NDA and maintain strict confidentiality.

Responsibilities

Maintain overall accountability for GSOC operations, service delivery, operational readiness, and adherence to established client and Crisis24 requirements, promoting consistent execution across all shifts.
Maintain sufficient familiarity with frontline workflows, systems, procedures, and operational requirements to effectively assess performance, identify risk, support decision-making, and remain connected to day-to-day operations.
Provide management oversight and decision support during significant, complex, sensitive, or escalated incidents, ensuring appropriate leadership/stakeholder involvement, communication, follow-through, and post-incident review.
Directly manage, coach, and develop Team Leads and other assigned personnel, establishing clear expectations for leadership presence, employee engagement, communication, accountability, quality, training, and effective shift execution.
Conduct regular 1:1s, performance discussions, development planning, and formal performance-management activities, addressing capability, conduct, attendance, or performance concerns through appropriate coaching, development, corrective action, or Human Resources processes.
Maintain awareness of employee engagement, workload, morale, retention, and readiness while promoting a professional, respectful, accountable, and team-focused work environment.
Maintain oversight of staffing and leadership coverage across the 24/7 operation, partnering with Recruiting and appropriate leadership on workforce planning, candidate selection, hiring, onboarding, retention, and succession needs.
Review operational performance, incident trends, quality results, staffing, training readiness, and other relevant program indicators to identify risks, recurring issues, capability gaps, and opportunities for improvement; ensure identified gaps result in appropriate action and follow-through.
Maintain governance over operational procedures, documentation, knowledge-management practices, and change-management processes, ensuring approved changes are appropriately documented, communicated, trained, implemented, and evaluated for effectiveness.
Partner with the Training Coordinator and frontline leadership to ensure onboarding, ongoing training, proficiency, quality, and readiness requirements remain aligned with current operational needs.
Participate in required training, exercises, and other readiness activities and maintain the operational knowledge necessary to effectively lead and support the program.
Develop and maintain strong professional relationships with authorized client stakeholders, serving as a primary Crisis24 management partner for operational feedback, program priorities, performance concerns, and continuous improvement while maintaining appropriate employer and client boundaries.
Communicate program performance, significant incidents, operational risks, staffing concerns, quality trends, and improvement initiatives to appropriate Crisis24 and client leadership.
Lead or support business reviews, exercises, audits, projects, technology or process implementations, reporting requirements, and other program or continuous-improvement initiatives.
Support additional program management and security operations responsibilities as operational, business, contractual, and client requirements evolve.