About the RoleWe are looking for an experienced Global Security Operations Center (GSOC) Supervisor to join our team, working on-site, embedded within our client's rapidly evolving GSOC team. You 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. You will ensure that all operations are conducted in line with established policies and procedures and meet the client’s standards. You will work in a 24/7 environment monitoring various information systems, CCTV feeds, and alarm systems. You will work with 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.This is a full-time on-site role working second shift (2pm - 10pm)  ResponsibilitiesDraft, 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 challengesRequirements Bachelor’s Degree in Criminology, Political Science, Business Management, Criminal Justice, Communications, Sociology, or other related degreeExperience managing or leading others (this can include line management, training, or general mentoring)Excellent written and verbal communication skillsExperience 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 an understanding of the role of people in facilitating the best customer experienceNice to have Knowledge of security systems for access control and alarm monitoringKnowledge of mass employee notification systemsPrevious experience managing teams in a corporate security, government, or military settingExperience managing a team of at least five people
