Supervisor-Security Operations Center

Sound Transit•Seattle, WA

2d•$74,000 - $160,000•Hybrid

About The Position

The Security Operations Center (SOC) Supervisor provides leadership, operational oversight, and coordination for a 24-hour operations center supporting security, safety, emergency response, customer service, and dispatch functions. The supervisor oversees daily SOC activities, guides real-time decision-making, and ensures effective incident management consistent with established policies, procedures, and best practices. The role directs response efforts during routine operations and high-risk or high-stress incidents, ensuring timely communication, accurate information flow, and coordinated action among SOC personnel, field resources, internal departments, and external partner agencies. The supervisor monitors performance, manages resources, and addresses emerging issues affecting safety, security, and service reliability. During emergencies and other high-risk incidents, the supervisor may assume direct dispatch authority, including call-taking and resource deployment. The SOC Supervisor provides staff direction, coaching, and support; reinforces information integrity and confidentiality; and fosters a collaborative, customer-focused environment. The position also supports training, quality assurance, after-action reviews, continuous improvement, and the reliable operation of SOC technology and systems. Work is performed in a hybrid office and field environment, with an expectation of working in the office at least three days per week and flexibility to work rotating shifts, including nights, weekends, and holidays.

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 preparation of clear, accurate, 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.
Ability to work a rotating schedule and shift work, including nights, weekends, and holidays.
Ability to communicate and coordinate with field personnel by radio or phone, respond to emergency calls, provide instructions or support, monitor surveillance camera feeds, and interact with a Computer Aided Dispatch system.

Nice To Haves

Telecommunicator I and/or Telecommunicator II, 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 a 24/7 emergency communications environment.
Supervise SOC staff, including staffing levels, shift coverage, workload assignments, and shift briefings.
Make operational decisions in dynamic, high-pressure situations with limited information or resources.
Oversee emergency and non-emergency calls, radio traffic, and digital communications; perform dispatch and call-taking during emergencies, critical incidents, staffing shortages, or elevated demand as necessary.
Ensure appropriate triage, prioritization, and dispatch of security and internal response resources.
Direct real-time monitoring of security systems, including CCTV, access control, alarms, and radio communication networks.
Validate incident detection, categorization, escalation, documentation, and reporting in accordance with 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 needed.
Coordinate day-to-day operational activities 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 for 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 administrative duties, including scheduling, timekeeping and payroll coordination, performance management, goal setting, resource allocation, quality control, plan and 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 values-based behaviors.
Contribute to a culture of diversity, equity, and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
Follow applicable Agency safety rules, regulations, and procedures.
Integrate sustainability into everyday business practices.
Perform other duties as assigned.

Benefits

Medical, dental, and vision plans with no cost for employee coverage, with benefits available for eligible dependents.
Long-term disability insurance.
Life insurance.
Employee Assistance Program.
401a retirement plan with a 10% employee contribution and a 12% Sound Transit match.
457b retirement plan with employee contributions up to the IRS maximum.
25 days of annual paid time off, with increases at four, eight, and twelve years of service.
12 paid holidays.
Up to 2 paid floating holidays per year.
Up to 2 paid volunteer days per year.
12 weeks of parental leave for new parents.
Pet insurance discount.
No-cost ORCA card for full-time employees.
Tuition reimbursement of up to $5,000 annually for approved tuition expenses.
Inclusive reproductive health support services.
Opportunities for professional development and recognition.
Work-life balance.