Leadership & Team Development 

• Lead daily operations for SOC shifts; coach, mentor, and develop analysts and supervisors. 

• Deliver clear performance feedback via QA reviews, side‑by‑sides, and coaching plans. 

• Model calm, disciplined decision‑making in high‑pressure, ambiguous situations. 

• Coach, mentor, and develop team members through training, QA, and performance feedback; maintain effective staffing and shift coverage  

• Support hiring, onboarding, and scheduling for a 24/7 environment 

Operations & Incident Management 

• Ensure timely triage, escalation, and communications for security incidents and alarms. 

• Maintain readiness for crisis notifications and emergency response coordination. 

• Validate adherence to SOC playbooks, call trees, and notification protocols. 

• Produce accurate, concise incident reports and ensure case documentation quality. 

Process, Technology, & Performance 

• Maintain and continuously improve SOPs, runbooks, and service level targets. 

• Track and report KPIs/metrics and trends (e.g., alarm volume, time‑to‑acknowledge, time‑to‑close, false alarm rate, incident categorization, notification SLA). 

• Conduct internal audits and after‑action reviews; drive corrective actions to closure. 

• Standardize workflows to reduce variance and strengthen compliance 

• Assist in auditing SOC performance and compliance with internal standards 

• Partner with engineering teams on new tech deployments and system enhancements 

• Validate integrations across VMS/ACS/IDS, mass notification, and case management platforms. 

• Champion user training, job aids, and knowledge base upkeep to sustain tool proficiency. 

Collaboration & Stakeholder Engagement 

• Build trusted partnerships with Facilities, HR, Legal, IT, Business Continuity, and regional/security leaders. 

• Coordinate with contract security providers and GSOC/monitoring partners to align service expectations. 

• Liaise with external stakeholders (Law Enforcement, Emergency Services) as appropriate. 

Strategic Support 

• Provide input into SOC roadmap, staffing models, and capability development 

• Monitor emerging threats and trends; recommend improvements to risk controls, coverage, and capabilities.  

•  Contribute to program communications, dashboards, and leadership updates. 

Minimum Qualifications 

• Experience in a physical security, SOC, or emergency operations, or similar high-temp environment  

• Demonstrated ability to lead and influence teams during time‑sensitive events. 

• Familiarity with incident management processes, call trees, and escalation protocols. 

• Excellent communication (written/verbal), prioritization, and problem‑solving skills. 

• Ability to work nights/weekends/holidays and support a rotating schedule as needed. 

• Proficiency with Microsoft 365 and case/incident management software. 

• Familiarity with incident management processes & procedures 

• Experience with access control and video management systems  

Preferred 

• 1–2+ years of shift‑lead or people leadership experience (direct or matrix). 

• Bachelor’s degree in Security Management, Criminal Justice, Business, Homeland Security, or related field. 

• Experience managing contract security providers or vendor relationships. 

• Certifications such as CPP, PSP, CEM, CBCP, CISSP, or equivalent are a plus. 

• Familiarity with threat intelligence, traveler safety, mass notification tools, and situational awareness platforms. 

Education 

• Bachelor’s Degree preferred (or equivalent experience) 

Working Conditions 

• Must be able to work nights and weekends, variable schedule(s), and overtime, as necessary. 

• Must be willing to travel up to 10% (as needed for training, audit or incident support)