GSOC Manager

Securitas•San Jose, CA

12d•Onsite

About The Position

The GSOC Manager will provide operational leadership, coaching, and mentorship to a shift-based team of GSOC Supervisors, Security Operations Specialists, and Threat Intelligence Analysts operating 24/7/365. This role involves leading all aspects of people management, including recruiting, onboarding, training, employee engagement, performance management, corrective actions, career development, and succession planning. The manager will develop and manage staffing models and shift schedules to ensure appropriate coverage while balancing business needs, employee well-being, and budget requirements. Responsibilities also include overseeing payroll administration, timekeeping accuracy, attendance management, and workforce compliance. The role drives accountability through regular performance reviews, one-on-one coaching sessions, and measurable development plans. The manager will monitor and improve operational KPIs, service levels, quality metrics, and workforce productivity, ensuring adherence to Standard Operating Procedures (SOPs), escalation playbooks, and quality standards to deliver consistent, world-class security operations. A high-performance culture rooted in accountability, continuous improvement, operational excellence, and exceptional customer service is to be fostered. The GSOC Manager will act as a senior escalation point and incident commander during critical physical security events, life-safety emergencies, natural disasters, and geopolitical crises, directing intake, assessment, and dispatch protocols. They will oversee mass notifications, executive flash reports, and situational awareness briefings during active crises, and lead post-incident debriefs. Additionally, the role involves managing, optimizing, and overseeing the integration of core physical security platforms (PACS, VMS, Visitor Management, CEM tools) and driving innovation with AI-driven monitoring tools and automated workflows. The manager will oversee threat intelligence operations to identify regional risks and build strong partnerships with various business stakeholders to align security operations with enterprise risk management and business continuity objectives. They will conduct After-Action Reviews (AARs) and utilize operational data and workforce analytics to improve GSOC performance.

Requirements

5+ years of progressive experience in corporate security, military, intelligence, law enforcement, or emergency management.
At least 3 years managing a 24/7 GSOC, fusion center, or enterprise command center.
Demonstrated experience managing frontline supervisors and large operational teams, including workforce planning, scheduling, payroll administration, employee engagement, coaching, and performance management.
Proven success managing operational metrics, service level agreements (SLAs), workforce productivity, quality assurance programs, and maintaining stringent operational efficiency targets such as UBOT below 0.5%.
Deep familiarity with physical security architecture (CCTV, IP access control, intrusion detection) and modern CEM/incident management software suites.
Proven ability to maintain composure, make high-stakes decisions, and lead multi-disciplinary teams during complex incidents.
Exceptional written and verbal communication skills with the ability to translate complex threat information into concise executive-level briefings.
Bachelor’s degree in security management, Criminal Justice, Emergency Management, International Relations, Business Management, or a related field (or equivalent operational experience).

Responsibilities

Provide operational leadership, coaching, and mentorship to a shift-based team of GSOC Supervisors, Security Operations Specialists, and Threat Intelligence Analysts operating 24/7/365.
Lead all aspects of people management, including recruiting, onboarding, training, employee engagement, performance management, corrective actions, career development, and succession planning.
Develop and manage staffing models and shift schedules to ensure appropriate coverage while balancing business needs, employee well-being, and budget requirements.
Oversee payroll administration, timekeeping accuracy, attendance management, and workforce compliance for all GSOC personnel.
Drive accountability through regular performance reviews, one-on-one coaching sessions, and measurable development plans aligned with organizational objectives.
Monitor and improve operational KPIs, service levels, quality metrics, and workforce productivity while maintaining Unbilled Over Time (UBOT) at or below 0.5% through disciplined workforce management and operational oversight.
Ensure adherence to Standard Operating Procedures (SOPs), escalation playbooks, and quality standards to deliver consistent, world-class security operations.
Foster a high-performance culture rooted in accountability, continuous improvement, operational excellence, and exceptional customer service.
Act as a senior escalation point and incident commander during critical physical security events, life-safety emergencies, natural disasters, and geopolitical crises.
Direct the intake, assessment, and dispatch protocols for physical breaches, medical emergencies, facility infrastructure failures, and workplace violence threats.
Oversee the rapid deployment of mass notifications, executive flash reports, and localized situational awareness briefings during active crises.
Lead post-incident debriefs and ensure timely documentation, corrective actions, and continuous improvement initiatives following significant events.
Manage, optimize, and oversee the integration of core physical security platforms, including Access Control Systems (PACS), Video Management Systems (VMS), Visitor Management, and Critical Event Management (CEM) tools (e.g., ServiceNow, Everbridge, Ontic).
Drive continuous innovation by evaluating and implementing AI-driven monitoring tools, data visualization dashboards, automated workflows, and operational reporting to improve efficiency and decision-making.
Oversee open-source and subscription-based threat intelligence operations to proactively identify regional risks affecting company facilities, supply chains, and traveling personnel.
Build strong partnerships with Human Resources, Legal, Global Real Estate & Facilities, Travel Risk, Executive Protection, and other business stakeholders to align security operations with enterprise risk management and business continuity objectives.
Conduct post-incident After-Action Reviews (AARs) to identify operational gaps, refine response playbooks, and present recommendations to senior leadership.
Utilize operational data and workforce analytics to identify trends, improve resource allocation, and enhance overall GSOC performance.