GSOC Supervisor

Crisis24•Tempe, AZ

4d•Onsite

About The Position

The SOC Team Leader must be detail oriented, have strong skills in communication, writing, critical thinking, and display a “team-first” mentality. Daily responsibilities will focus on managing day-to-day SOC operations, to include performing quality checks, running incidents, scheduling, taking part in gap analysis, work on projects and program buildout as needed, and recording and presenting operational data. The Team Leader will be the SOC expert and supervisor on shift, executing clear command and control of SOC activities to ensure all deliverables are completed in a timely and quality manner.

Requirements

Bachelor’s degree in a related field is required.
3 - 5+ years of managing security operations or SOC environments.
Have an interest or direct experience in the following: Executive Protection, Intelligence, Operations, Critical Incident Management or Corporate Security
Must be well-versed in current technologies and open-source search methodologies
Must be a competent user of Microsoft Suite and Google Suite
Must be willing to sign an NDA and maintain strict confidentiality
Must be able to communicate effectively, both verbally and in writing
Ability to maintain a professional demeanor during stressful situations
Must be able to quickly adapt and excel in dynamic situations
Demonstrated organizational and time management skills
Successful client management experience
A demonstrated history of effective conflict resolution skills
Maintain composure in dealing with authorities, executives, clients, staff, and the public occasionally under conditions of urgency and in pressure situations
Ability to attend training events and mandatory meetings that fall outside normal work hours
Ability to work 8 to 12-hour shifts both days and nights
Undergoing and meet company standards for background and reference checks, and drug tests if required
Exposure to sensitive and confidential information
Regular computer usage
Ability to handle multiple tasks concurrently
Manual dexterity required for occasional reaching and lifting of small objects and operating office equipment
Occasional reaching with hands and arms, stooping, kneeling, crouching and/or crawling

Nice To Haves

Master’s degree in a related field is preferred.

Responsibilities

Operational supervision of all operators providing services and deliverables
Support operators with escalations
Support the creation of market, neighborhood, city, and location risk assessments
Assist in collecting and reviewing metrics and reporting requirements
Coordination efforts, including but not limited to: Assisting in emergency response, Tracking of critical equipment checks, Distribution of emergency and non-emergency communications to Client personnel and key stakeholders
Perform quality assurance activities
Oversee the quality of work performed by their Team of Operators and ensure that all deliverables meet the client's and Crisis24's standards.
Conduct regular quality audits and provide feedback and coaching to improve performance.
Establish and maintain positive relationships with the client's representatives and ensure that all communication is professional and respectful.
Identify and address any concerns raised by the client and ensure that all issues are resolved in a timely and satisfactory manner.
Attend meetings involving the SOC and generate meeting notes for future reference and record-keeping purposes.
Participate in other meetings assigned to represent the SOC and ensure that all relevant information is communicated to their Team.
Manage assigned projects from inception to completion, ensuring that all deliverables are completed on time, within budget, and to the client's and Crisis24's satisfaction.
Provide regular project updates to the client and Crisis24's management team.
Continuously evaluate and improve the SOC's processes and procedures to increase efficiency, effectiveness, and customer satisfaction.
Ensure that all employees are trained in improvements and that feedback is solicited and acted upon.
Assess and provide support and guidance to employees who approach them with personal problems that may impact on their work performance.
Provide feedback to the Crisis24 Operations Manager & Director level leadership for HR escalations and ensure that employee privacy is maintained.
Review Operator suggestions for updating processes or procedures and determine whether it is feasible to implement the proposed changes.
Communicate these changes to their Team and ensure that they are properly trained in the updated procedures.
Make arrangements to find coverage for employees who fall ill on shift or report when normal staffing for any role is absent.
Communicate with Crisis24 and client management as appropriate via email all changes made and ensure that proper documentation for sick leave is maintained.
Investigate and follow up on any "misses" highlighted by the client's Management.
Ensure that all incidents are properly documented and that corrective actions are taken to prevent future incidents.