Supervisor-Security Operations Center

Sound Transit•Seattle, WA

1d•Hybrid

About The Position

The Security Operations Center (SOC) Supervisor provides leadership and operational oversight for a 24-hour operations center supporting security, safety, emergency response, customer service, and dispatch functions as operational needs require. The supervisor oversees daily SOC activities, guides real-time decision-making, and ensures incident management aligns with established policies, procedures, and best practices. During emergencies and high-risk incidents, the supervisor may assume direct dispatch authority, including call-taking and resource deployment, to maintain operational control and continuity. The role coordinates response among SOC personnel, field resources, internal departments, and external partner agencies. It supports operational continuity by monitoring performance, managing resources, and addressing issues affecting safety, security, and service reliability. The supervisor provides staff direction, coaching, and support; reinforces accountability, professionalism, information integrity, and confidentiality; and promotes a collaborative, customer-focused environment. The position performs first-line supervisory and administrative duties, supports training and continuous improvement, and may serve as a rotating delegate for the Security Operations Center Manager. Work is performed in a hybrid office and field environment, with an expectation of at least three days per week in the office. The role requires flexibility to work rotating shifts, including nights, weekends, and holidays, in a 24/7 mission-critical environment.

Requirements

Bachelor's degree in Business, Political Science, Communications, Criminal Justice, English, or a related field, and four years of experience in a Security Operations Center, 911/public safety communications center, transit operations center, or similar emergency communications environment; or an equivalent combination of education and experience.
Two years of leadership, budgetary, planning, and workforce management experience.
Strong knowledge of emergency communications standards, dispatch protocols, and Incident Command System (ICS) / National Incident Management System (NIMS) principles.
Ability to supervise, coach, mentor, and develop staff in a high-pressure, fast-paced, multitasking environment.
Proficiency with security and communications technologies, including CCTV systems, access control platforms, CAD/RMS, radio dispatch systems, incident management tools, Microsoft Teams, texting platforms, and notification tools.
Strong analytical skills and situational awareness to assess rapidly evolving incidents and determine appropriate response actions.
Ability to exercise sound judgment, work with limited structure or information, and make effective operational decisions.
Excellent verbal and written communication skills, including preparing clear, accurate, and detailed operational and administrative reports.
Ability to communicate effectively in public settings and deliver briefings or presentations to small and medium-sized groups.
Ability to gather, analyze, and document data using standard office technology, including computers, word processing, spreadsheets, and email applications.
Knowledge of basic safety, security, and criminal justice concepts.
Ability to remain calm, focused, and professional in situations involving potential risk to personal safety or the safety of others.
Ability to resolve interpersonal conflicts effectively and maintain professional working relationships.
Strong interpersonal skills, including cultural awareness and the ability to work effectively with individuals from diverse backgrounds.
Ability to establish and maintain positive working relationships with staff, customers, contractors, and partner agencies, including law enforcement.
Flexibility to work a rotating schedule and shifts that include nights, weekends, and holidays.

Nice To Haves

Telecommunicator I and/or Telecommunicator II certification, or equivalent dispatch certification.
Public Safety Telecommunicator Certification.
Emergency Telecommunicator certification.
Security Operations Center or Emergency Management certifications.
Customer Service or Crisis Intervention certification.
Completion of National Incident Management System (NIIMS)/Incident Command (ICS) certification training, including ICS-100, ICS-200, and ICS-700.
APCO or NENA Telecommunicator Certification.
Crisis Intervention or De-Escalation Training.
Experience in transit operations, transportation security, or law enforcement communications.
Experience working with contracted security teams or public safety partner agencies.
Familiarity with Sound Transit systems, operations, and regional emergency response partners.

Responsibilities

Provide operational leadership, guidance, and decision-making during assigned shifts in the SOC.
Supervise daily SOC staffing, shift coverage, workload assignments, and shift briefings.
Make critical operational decisions in dynamic, high-pressure situations, adapting to changing conditions and limited information or resources.
Oversee emergency and non-emergency calls, radio traffic, and digital communications; perform call-taking and dispatch during emergencies, critical incidents, staffing shortages, or elevated demand as needed.
Triage, prioritize, and dispatch security and internal response resources.
Direct real-time monitoring of CCTV, access control, alarms, and radio communication networks.
Validate incident detection, categorization, escalation, documentation, and reporting against established standards.
Coordinate incident and emergency response with SOC staff, field security resources, Sound Transit Public Safety, internal departments, and external public safety agencies.
Gather, analyze, prioritize, and disseminate operational information and intelligence to support situational awareness and decision-making.
Coach and guide staff during routine operations and major incidents, and assume direct dispatch or call-taking responsibilities when necessary.
Coordinate day-to-day operations involving contracted security personnel in accordance with agreements, policies, and procedures.
Review and approve incident reports, shift logs, and operational summaries; prepare leadership briefings and reports.
Support training, quality assurance, after-action reviews, and continuous improvement in emergency communications, incident response, and SOC operations.
Oversee SOC technology and systems and coordinate issue resolution with internal teams and vendors.
Perform first-line supervisory administration, including scheduling, timekeeping and payroll coordination, performance management, goal setting, resource allocation, quality control, procedure development, report filing, database updates, correspondence, and operational planning.
Serve as a rotating delegate for the Security Operations Center Manager during absences or unavailability.
Model Sound Transit's core values and contribute to a culture of diversity, equity, and inclusion.
Follow applicable agency safety rules, regulations, and procedures, and integrate sustainability into everyday business practices.
Perform other duties as assigned.

Benefits

Medical plan choices, dental plan, and vision plan at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
Long-Term Disability and Life Insurance.
Employee Assistance Program.
Retirement plans: 401a with a 12% employer match on a 10% employee contribution, and 457b contributions up to the IRS maximum (employee-only contribution).
25 days of paid time off accrued annually, with increases at four, eight, and twelve years of service; additional days for employees at director level and above.
12 paid holidays, up to 2 paid floating holidays, and up to 2 paid volunteer days per year.
12 weeks of parental leave for new parents.
Pet insurance discount.
ORCA card at no cost for full-time employees.
Up to $5,000 annually for approved tuition expenses.
Inclusive Reproductive Health Support Services.
Work-life balance, professional development opportunities, and recognition from colleagues.