About the RoleSibylline is looking for experienced Global Security Operations Center (GSOC) Supervisors to join our team, working on-site, embedded within our clients rapidly evolving GSOC. Based in Arington, VA, the Supervisor will lead a team of Operators who are responsible for access control, alarm monitoring, customer service, incident management, and other ad hoc tasks as needed. The GSOC Supervisor ensures that all operations are conducted in line with established policies and procedures and meet the client’s standards. This position is under the direction of the Operations Manager.Supervisors will work in a 24/7 environment monitoring various information systems, CCTV feeds, and alarm systems. The GSOC uses a variety of tools, ranging from access control and alarm monitoring systems to various business intelligence sources, open source media, and in-house tools. Supervisors will work with their Operators to respond to security incidents which may impact the client’s people, products, property, or brand image. These can include (but are not limited to) extreme weather conditions, political instability, crime, terrorism, or technical failures.Duties and ResponsibilitiesEssential FunctionsDraft, review, and distribute stakeholder notificationsTriage and manage incidents that cause business disruptionsDevelop and mentor Operators through coaching, providing feedback, and managing conflictOversee quality control and oversight for all production, support, and staffing functions in conjunction with the Operations ManagerWork with the Operations Manager to identify process and quality improvementsRepresent the GSOC in incident response meetings with stakeholdersFacilitate “tabletop” and drill exercises whilst on shift for continuous Operator trainingReceive pass-down information from other shifts, and conduct shift briefings to provide updates, assignments, training, and contractual complianceProvide back-up support and on-call functions as neededAssess service statistics and prepare detailed reports on findingsRespond to escalated customer service issues in a timely mannerCollaborate with multiple departments to propose and implement solutions to customer challengesKnowledge, Skills, AbilitiesExperience conducting research or analysisAbility to multitask in a fast paced, at times stressed work environmentA dependable team player with business maturity, enthusiasm, and a positive attitudeComfortable with a high-tech work environment and willing to learn new tools and innovationsSelf-motivated, curious, and knowledgeable about the news and current eventsStrong analytical skillsStrong motivation to grow and develop as a security and/or intelligence professionalProcess oriented, with the understanding of the role of people in facilitating the best customer experience
