Security Operations Center Supervisor (Wake & Carolinas Medical Center)

Advocate Health and Hospitals Corporation•Charlotte, NC

8d•Onsite

About The Position

The Security Operations Center Supervisor (also referred to as Command Center Supervisor) will oversee the daily operations of the Advocate Security Operations Center (SOC) on a 24x7 basis. This role is responsible for managing shift schedules, ensuring safe staffing levels, and managing departmental budgets. The supervisor will stay informed of organizational and departmental policies, participate in continuous improvement initiatives, and ensure the proper functioning of hardware and software systems. This position serves as a key communication point, providing timely information and actionable intelligence to protect people, information, property, and infrastructure. A daily briefing summary will be provided to senior management, highlighting critical issues and trending data. The role utilizes advanced technology for situational awareness, threat management, risk reduction, and investigations. Ensuring timely and effective response to incidents, alarms, and notifications is crucial, as is coordinating with Public Safety Department leaders and other security providers. The supervisor is also responsible for ensuring the SOC and its personnel meet appropriate certifications and inspections, demonstrating ethical and professional behavior, and supervising SOC staff to achieve the mission with high professionalism and skill. This includes overseeing, monitoring, and guiding the daily job performance of Public Safety Telecommunicators, managing monthly work schedules, approving PTO, processing payroll, completing performance evaluations, providing coaching and counseling, administering corrective action, conducting internal customer rounds, and coordinating department meetings. The supervisor will also assist the Security Manager with annual operational budget and capital planning, and is responsible for developing, training, and tracking competencies, customer service standards, department orientation, and initial/ongoing training for Public Safety Telecommunicators. Staff performance will be evaluated, and learning plans implemented as necessary, aligning training and mentoring to ensure performance and behavior consistency across all shifts. The role also ensures a work environment that promotes respect and diversity.

Requirements

Associate's Degree (or 60 credit hours) in Information Technology, Criminal Justice or similar technical field of study
At least 3 years of experience in a security Central Monitoring Station, Emergency Operations Center or security Dispatch Center as a front line leader.
Experience responding to alarms such as burglar, fire, etc.
Monitoring hardware and/or software such as signal receivers, alarm monitoring software; Security and Fire hardware, CCTV, burglar or fire panels;
Emergency Response protocols and processes (public and private).
Strong computer skills.
Ability to type 35-40 wpm.
Ability to use hands and arms to reach/handle/grasp/finger while using notepad, computer, telephone, radio and other office machinery.
Constant use of eyes (correctable vision to normal level required) to observe, read, interact with public and co-workers, view security monitors; includes hand/eye coordination.
Read, understand and clearly speak English; constantly use speech and hearing (correctable to normal level required) in communicating with public/co-workers, giving and receiving instructions, using phones and radio.
Constant mental alertness and attention to detail required while setting priorities and following up on assignments.
Must possess effective written and oral communication and interpersonal skills with ability to deal with all levels of personnel and the general public in a professional and effective manner.
Must be able to use initiative and independent judgment within established guidelines.
Must be able to frequently prepare reports and logs using a computer.
Must be able to read and understand all operating procedures and instructions.

Nice To Haves

Qualified applicants will be assessed using a skills-based tool.
Position requires attaining and maintaining certification from the Association of Public-Safety Communications Officials International (APCO); specifically, APCO’s Public Safety Telecommunicator 1 certification, sixth edition within (12) months of employment.

Responsibilities

Manages (24x7) daily operations of the Advocate Security Operations Center
Oversees shift schedules to ensure safe staffing requirements are maintained throughout the center.
Manages costs to ensure department budget is met.
Keeps informed of organizational and departmental policies and procedures.
Participates in continual improvement processes by providing input to enhance service quality and improve customer satisfaction.
Ensures both hardware and software systems are functioning properly.
Notifies appropriate stakeholders when they are not.
Serves as the focal point to provide timely communications and secure actionable intelligence to support the protection of people information, property, and infrastructure of Advocate Health and its related interests.
Provides a daily briefing summary to senior management that identifies critical issues and trending data.
Uses advanced technology systems in the Security Operations Center for situational awareness, threat management, risk reduction, and investigations.
Ensures procedures and protocols are in place that enable the timely and effective response to, and management of, incidents, alarms, notifications, calls and other activities related to the Security Operations Center and its role as a Central Monitoring Station (CMS).
Coordinates with Public Safety Department leaders and other security providers to provide necessary documentation in support of uniformed public safety officer activity (e.g.- Officer Dispatch, Incident Reporting, etc.).
Ensures the achievement of appropriate certifications and inspections of the Security Operations Center, its systems, personnel and functions.
Responsible for being alert and observant.
Demonstrates ethical and professional behavior at all times in accordance with Advocate Behaviors.
Supervises ASCC Security Operations Center staff and motivates them to accomplish the mission with a high degree of professionalism and skill.
Oversees, monitors, and guides the daily job performance of all Public Safety Telecommunicators
Manages monthly work schedules for all shifts to ensure staffing requirements.
Approves all PTO requests to ensure work schedules are met.
Edits and processes payroll on a regular basis.
Completes teammate performance evaluations in a timely manner.
Performs one on one coaching and counseling.
Administers corrective and disciplinary action when appropriate.
Rounds on internal customers and coordinates/administrates periodic department/team meetings to exchange information in a timely manner with peers, subordinates and management.
Assists Security Manager in annual operational budget and capital planning.
Responsible for developing, training, and tracking competencies and customer service standards for Public Safety Telecommunicators.
Responsible for department orientation, initial, and ongoing training of all Public Safety Telecommunicators.
Evaluates staff performance and discusses results with Security Manager to implement appropriate learning plans when necessary.
Aligns training and mentoring to ensure performance and behavior consistency across all three shifts.
Ensures a work environment that promotes and embraces respect and diversity.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program