GSOC Supervisor

Who We Are Looking ForThe SOC Team Leader must be detail oriented have strong skills in communication writing critical thinking and display a team-first mentality. Daily responsibilities will focus on managing day-to-day SOC operations to include performing quality checks running incidents scheduling taking part in gap analysis work on projects and program buildout as needed and recording and presenting operational data. The Team Leader will be the SOC expert and supervisor on shift executing clear command and control of SOC activities to ensure all deliverables are completed in a timely and quality manner. Essential Functions Include:Quality Assurance -TheTeam Leadermust oversee the quality of work performed by their Team of Operators and ensure that all deliverables meet the clients and Crisis24s standards. They must also conduct regular quality audits and provide feedback and coaching to improve Relationship Management - The Team Leader must establish and maintain positive relationships with the clients representatives and ensure that all communication is professional and respectful. They must also identify and address any concerns raised by the client and ensure that all issues are resolved in a timely and satisfactory Meetings - The Team Leader must attend meetings involving the SOC and generate meeting notes for future reference and record-keeping purposes. They must also participate in other meetings assigned to represent the SOC and ensure that all relevant information is communicated to their the event the Team Leader cannot attend a client leadership meeting designated Crisis24 leadership or an approved Lead will represent the Management - The Team Leader must manage assigned projects from inception to completion ensuring that all deliverables are completed on time within budget and to the clients and Crisis24s satisfaction. They must also provide regular project updates to the client and Crisis24s management Continuous Improvement - TheTeam Leadermust continuously evaluate and improve the SOCs processes and procedures to increase efficiency effectiveness and customer satisfaction. They must also ensure that all employees are trained in improvements and that feedback is solicited and acted Issues - TheTeam Leadermust assess and provide support and guidance to employees who approach them with personal problems that may impact on their work performance. They must also provide feedback to the Crisis24 Operations Manager & Director level leadership for HR escalations and ensure that employee privacy is Updates - TheTeam Leadermust review Operator suggestions for updating processes or procedures and determine whether it is feasible to implement the proposed changes. They must also communicate these changes to their Team and ensure that they are properly trained in the updated Leave: TheTeam Leadermust make arrangements to find coverage for employees who fall ill on shift or report when normal staffing for any role is absent. They must also communicate with Crisis24 and client management as appropriate via email all changes made and ensure that proper documentation for sick leave is and Follow-Up: TheTeam Leadermust investigate and follow up on any misses highlighted by the clients Management. They must ensure that all incidents are properly documented and that corrective actions are taken to prevent future You Will Work OnOperational supervision of all operators providing services and deliverablesSupport operators with escalationsSupport the creation of market neighborhood city and location risk assessmentsAssist in collecting and reviewing metrics and reporting requirementsCoordination efforts including but not limited to:Assisting in emergency responseTracking of critical equipment checksDistribution of emergency and non-emergency communications to Client personnel and key stakeholdersPerform quality assurance activitiesWhat You Will BringBachelors degree in a related field is degree in a related field is preferred.3 - 5 years of managing security operations or SOC an interest or direct experience in the following: Executive Protection Intelligence Operations Critical Incident Management or Corporate SecurityMust be well-versed in current technologies and open-source search methodologiesMust be a competent user of Microsoft Suite and Google SuiteMust be willing to sign an NDA and maintain strict confidentialityMust be able to communicate effectively both verbally and in writingAbility to maintain a professional demeanor during stressful situationsMust be able to quickly adapt and excel in dynamic situationsDemonstrated organizational and time management skillsSuccessful client management experienceA demonstrated history of effective conflict resolution skillsMaintain composure in dealing with authorities executives clients staff and the public occasionally under conditions of urgency and in pressure situationsAbility to attend training events and mandatory meetings that fall outside normal work hoursAbility to work 8 to 12-hour shifts both days and nightsWork EnvironmentWith or without reasonable accommodation requires the physical and Mental capacity to Effectively perform all essential addition to other demands the demands of the job include:Undergoing and meet company standards for background and reference checks and drug tests if requiredExposure to sensitive and confidential informationRegular computer usageAbility to handle multiple tasks concurrentlyManual dexterity required for occasional reaching and lifting of small objects and operating office equipmentOccasional reaching with hands and arms stooping kneeling crouching and/or crawlingMust be flexible with the ability to work evenings odd hours and weekends with little noticeFrequent sitting and/or standing