Security Operations Center (SOC) Supervisor

This position operates on-site in Boca Raton, FL. This is not a Cybersecurity position.

Security Operations Center (SOC) Supervisor
Location: Boca Raton, FL

Who We Are Looking For
The SOC Supervisor 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 Supervisor 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. In addition to Crisis24 Leadership, this supervisor position will also report directly to client Corporate Security stakeholders.

Essential Functions Include:
• Quality Assurance -TheSupervisormust oversee the quality of work performed by their Team of Analysts and ensure that all deliverables meet the client's and Crisis24's standards. They must also conduct regular quality audits and provide feedback and coaching to improve performance.
• Client Relationship Management - The Supervisor must establish and maintain positive relationships with the client's 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 manner.
• SOC Meetings - The Supervisor 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 Team. In the event the Supervisor cannot attend a client leadership meeting - designated Crisis24 leadership or an approved Lead will represent the SOC.
• Project Management - The Supervisor must manage assigned projects from inception to completion, ensuring that all deliverables are completed on time, within budget, and to the client's and Crisis24's satisfaction. They must also provide regular project updates to the client and Crisis24's management team.
• Seek Continuous Improvement - TheSupervisormust continuously evaluate and improve the SOC's 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 upon.
• Personnel Issues - TheSupervisor must 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 maintained.
• Procedural Updates - TheSupervisor must review Analyst 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 procedures.
• Sick Leave: TheSupervisormust 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 maintained.
• Investigation and Follow-Up: TheSupervisor must investigate and follow up on any "misses" highlighted by the client's Management. They must ensure that all incidents are properly documented and that corrective actions are taken to prevent future incidents.

What You Will Work On
• Operational supervision of all Analysts providing services and deliverables
• Support Analysts with escalations
• Support the creation of market, neighborhood, city, and location risk assessments
• Assist in collecting and reviewing metrics and reporting requirements
• Coordination efforts, including but not limited to:
o Assisting in emergency response
o Tracking of critical equipment checks
o Distribution of emergency and non-emergency communications to Client personnel and key stakeholders
• Perform quality assurance activities

What You Will Bring
• Bachelor's degree in a related field is required.
• Master's degree in a related field is preferred.
• 3 - 5+ years of leading teams, projects, or functions within the security operations or SOC environments.
• Have an interest or direct experience in the following: Intelligence, Security Operations, Critical Incident Management or Corporate Security, Emergency Management
• Must be well-versed in current technologies and open-source search methodologies
• Must be a competent user of Microsoft Suite and Google Suite
• Must be willing to sign an NDA and maintain strict confidentiality
• Must be able to communicate effectively, both verbally and in writing
• Ability to maintain a professional demeanor during stressful situations
• Must be able to quickly adapt and excel in dynamic situations
• Demonstrated organizational and time management skills
• Successful client management experience
• A demonstrated history of effective conflict resolution skills
• Maintain composure in dealing with authorities, executives, clients, staff, and the public occasionally under conditions of urgency and in pressure situations
• Ability to attend training events and mandatory meetings that fall outside normal work hours
• Ability to work 8 to 12-hour shifts both days and nights

Work Environment
With or without reasonable accommodation, requires the physical and Mental capacity to Effectively perform all essential functions. In addition to other demands, the demands of the job include:
• Undergoing and meet company standards for background and reference checks, and drug tests if required
• Exposure to sensitive and confidential information
• Regular computer usage
• Ability to handle multiple tasks concurrently
• Manual dexterity required for occasional reaching and lifting of small objects and operating office equipment
• Occasional reaching with hands and arms, stooping, kneeling, crouching and/or crawling
• Must be flexible with the ability to work evenings, odd hours, and weekends with little notice
• Frequent sitting and/or standing Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.