Senior Manager, SOC Tier 1

360 Privacy•Brentwood, TN

About The Position

The SOC Tier 1 Manager is responsible for the overall team performance, quality, and operational efficiency of the SOC Tier 1 team. This role serves as the primary point of contact between the SOC Tier 1 team and HR for hiring requirements and CX for onboarding new clients. The SOC Tier 1 Manager balances strategic oversight with hands-on involvement across hiring, quality assurance, training, and day-to-day operations.

Requirements

Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook).
Knowledge and usage of multiple internet browsers
Excellent time management and problem-solving skills as well as the ability to use good judgment and make strong, independent decisions.
Demonstrates an inspirational attitude that contributes to a positive team environment.
Ability to build and maintain effective working relationships with team members along with willingness to set and maintain high standards of performance.
Ability to maintain reliable and consistent attendance and punctuality.
Basic skills and understanding of Specialty Software: Jira, Confluence, Miro
Excellent verbal, written, and presentation skills
1+ year of experience in DPA role or similar security operations role
Previous experience in a managerial role

Nice To Haves

Bachelor’s Degree (BA, BS, BBA)
Experience working in a corporate security environment.

Responsibilities

Own team performance outcomes across all Team Leads and DPAs
Own capacity planning, staffing and workload balancing
Own QA systems, training effectiveness, and output consistency
Own SLA performance and operational reliability across teams
Primary for new enrollment confirmation, PII updates and CX communication regarding client data
Primary for QA checks on front line processes that include tech automation and manual analyst work
Acts as the first line of contact with the HR team on all SOC Tier 1 related matters and plays an active role in growing and maintaining the team.
Serves as hiring manager for all SOC Tier 1 roles, owning the recruitment and selection process
Manages the team PTO calendar in coordination with Team Leads to ensure adequate coverage
Monitors total SOC Tier 1 bandwidth on a weekly basis, including queue load analysis and output calculations to identify hiring needs
Supports feedback and coaching sessions as well as handling performance-related issues in partnership with Team Leads; provides support to Team Leads during formal performance review cycles
Accountable for the quality standards of the team, ensuring consistency across new hires and tenured staff alike.
Conducts final QA review on all trainees upon completion of onboarding
Maintains and updates QA rubrics to reflect current standards and expectations
Coordinates quarterly spot check work with Team Leads and reviews outcomes
Performs ongoing unknown scan queue reviews for newly discovered data brokers
Oversees Scraper QA to ensure accuracy and reliability
Responsible for the continuous development of the team and the integrity of internal knowledge resources.
Designs and leads training sessions, including lunch and learns, targeting identified areas of weakness and major process changes as coordinated with the Director
Builds and maintains knowledge base documents for internal use and cross-departmental informational sharing
Ensures training materials remain current and accessible to all relevant team members
Ensures the team operates efficiently, priorities are clearly communicated, and cross-functional relationships are well-managed.
Ensures priority tasks are properly delegated and completed, with weekly check-ins to confirm progress as required
Serves as the first line filter for CX and Sales teams on SOC Tier 1 related issues and questions, coordinating with the CX SOC Enable Lead and providing timely and accurate responses
Manages required tools and third-party applications used by the SOC Tier 1 team, ensuring availability and functionality
Establishes and maintains structured feedback loops with Team Leads and DPAs to identify recurring operational issues, workflow friction, tooling gaps, and improvement opportunities; synthesizes findings and escalates systemic issues and recommendations to the Operations Director
Contributes to a positive and productive work environment by supporting team morale and managing logistical needs.
Champions quality of life improvements for DPAs, identifying, advocating, and escalating enhancements to daily workflows
Manages office supply inventory and fulfills office requests as needed
Owns staffing, capacity allocation, and team performance decisions
Can rebalance workload, adjust priorities, and enforce QA standards
Focuses on team performance and contributes input and recommendations on system improvement based on observed performance trends