What are the responsibilities and job description for the Security Operations Center Supervisor position at Mecklenburg County?
Follow your calling, Find your career
Hiring Range : $60,631.80 - 75,789.75
This is an exempt (salaried) position. Please note: pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.
At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture, and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Position Summary
This position is with Asset and Facility Management (AFM) Security Services Division. The Security Operations Center (SOC) Supervisor is responsible for managing daily operations of the communications center with the ability to fill any SOC function if needed. This position is responsible for monitoring the work of employees who work in the SOC, which is 24 hour seven days a week 365 days a year operation. This is an on-site role, 40 hours a week.
Essential Functions
SOC supervisor will assist with development of standard operating procedures as well as internal training, and onboarding initiatives for the Communications Operation Specialists is required. These include annual on-line learning modules, staff development programs, and other departmental efforts related to program development.
SOC functions are focused on telephone call center operations, radio (security guard and park ranger) communications monitoring, dispatching, alerting, initial triage, anomaly and alarm management response and the single intake (e.g., employee emergency communication channels) of and reporting of security incidents.
Emergency management and critical incident management focused on direct response plan activation support, coordination with the response team leaders from the major disciplines and risk owners, bi-directional communication leveraging technology for mass notification/emergency notification, and similar.
Supervise the work of skilled, semi-skilled and technically trained subordinates.
Prepare and review daily reports for compliance with standard operating procedures and policy.
Drives process implementation and improvement, manages short and long-term projects, maintains, and enhances internal and external stakeholder relationships and directly supervises a team on 24-7 assigned shifts.
Manages the performance of incident assessments; determines deviations from acceptable indicators, triggers, and risk analysis; aids in the assessment of the level of risk; develops and/or recommends appropriate risk adaptation or mitigation countermeasures.
SOC Supervisor aids the risk owners in identifying and remediating incidents in a timely manner; extract essential information and analysis from a variety of sources and synthesize the information into actionable reports and provide them to appropriate stakeholders.
Build and maintain a high-performing team; select, develop, coach, reward and recognize team members to ensure the vision and goals of the Security Division and the County are obtained. Create and maintain a weekly work schedule for 24/7 coverage of the SOC. As needed, back-up other Communications Specialists or contract security staff to ensure adequate coverage within the center.
Coordinates the daily activities of security professionals. Monitors call volume, alarm response and incident reports to ensure the appropriate level of service.
When necessary, will need to demonstrate the ability to perform the duties of the roles assigned to them.
Develop and deliver training programs and evaluate training program performance.
Participate in internal strategic planning work for the Security Division and the entire organization.
Anticipate problems with existing frameworks and work to resolve issues.
Valid North Carolina or South Carolina driver’s license and qualification for County driving privileges.
Experience
Minimum Qualifications
Previous experience working independently while understanding the necessity for communicating and coordinating work efforts with other team members.
5 years of previous experience in a monitoring or dispatch center.
Proficient in Microsoft Office.
Excellent organizational skills with high attention to detail.
Ability to multitask and has a strong work ethic.
Excellent oral and written communication skills.
Preferred Qualifications
2 years of direct supervision of subordinates in a team environment.
Have a strong sense of ownership and willingness to take charge of a situation.
Strong organizational skills.
Experience working in a security operations center or emergency services dispatch center.
Education
High school diploma or GED equivalent required; college degree in related field preferred; combination of relevant education and experience considered.
Knowledge Skills And Abilities
Knowledge
General understanding of difference between private security services and law enforcement.
Knowledge of grammar, spelling, and vocabulary.
Proficient in various Windows computer applications including Microsoft Office Suite (Word, Excel, PowerPoint, Teams, etc).
Understanding of applicable laws, procedures, and mandates.
Skills
Speak clearly and concisely over a handheld radio, radio console, and telephone. Must be able to hear and comprehend radio transmissions and telephone calls. Multi-channel and multi-line system.
Skill in handling emergency situations; knowledge in interpersonal communication skills while participating as a member of a team during evolving situations.
Utilize excellent customer service techniques to assist in providing individuals assistance when needed.
Ability to use cloud based mobile applications designed for desktop interfacing.
Provide high quality customer and personal service to interdepartmental employees, professional organizations, and members of the public.
Skills to perform a high volume of detailed clerical work, maintain files, and records.
Understanding the needs of internal and external customers and providing solutions or references to those better suited to help.
Abilities
Be able to learn, understand, and navigate the many different computer systems utilized every day in the SOC to include live-time and recorded video management, access control, and web-based applications for both desktop and mobile.
Ability to type 45 words per minute.
Ability to demonstrate decision making skills by prioritizing and multitasking at a high proficiency level in a stressful environment: Assess priority of calls and make correct data entry, maintain safety and welfare of personnel, communicating with other government entities (law enforcement, fire, MEDIC) contract guard companies, County staff, and members of the public.
Build trust while interacting with others that instills confidence in the organization’s ability to solve problems.
Use de-escalation techniques to calm stressful situations over the phone or radio.
Collaborate with internal and external partners to problem solve.
Ability be able to work 8 or 12-hour shift schedules including nights, weekends, and holidays. Sometimes subject to overtime and flex hour scheduling.
Have sufficient range of motion, dexterity, and hand-eye coordination to efficiently operate multiple functions on a computer: multiple computer desk monitors and multiple computer mouse.
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Disclaimer Statement
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the manager’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.
Hiring Range : $60,631.80 - 75,789.75
This is an exempt (salaried) position. Please note: pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.
At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture, and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Position Summary
This position is with Asset and Facility Management (AFM) Security Services Division. The Security Operations Center (SOC) Supervisor is responsible for managing daily operations of the communications center with the ability to fill any SOC function if needed. This position is responsible for monitoring the work of employees who work in the SOC, which is 24 hour seven days a week 365 days a year operation. This is an on-site role, 40 hours a week.
Essential Functions
SOC supervisor will assist with development of standard operating procedures as well as internal training, and onboarding initiatives for the Communications Operation Specialists is required. These include annual on-line learning modules, staff development programs, and other departmental efforts related to program development.
SOC functions are focused on telephone call center operations, radio (security guard and park ranger) communications monitoring, dispatching, alerting, initial triage, anomaly and alarm management response and the single intake (e.g., employee emergency communication channels) of and reporting of security incidents.
Emergency management and critical incident management focused on direct response plan activation support, coordination with the response team leaders from the major disciplines and risk owners, bi-directional communication leveraging technology for mass notification/emergency notification, and similar.
Supervise the work of skilled, semi-skilled and technically trained subordinates.
Prepare and review daily reports for compliance with standard operating procedures and policy.
Drives process implementation and improvement, manages short and long-term projects, maintains, and enhances internal and external stakeholder relationships and directly supervises a team on 24-7 assigned shifts.
Manages the performance of incident assessments; determines deviations from acceptable indicators, triggers, and risk analysis; aids in the assessment of the level of risk; develops and/or recommends appropriate risk adaptation or mitigation countermeasures.
SOC Supervisor aids the risk owners in identifying and remediating incidents in a timely manner; extract essential information and analysis from a variety of sources and synthesize the information into actionable reports and provide them to appropriate stakeholders.
Build and maintain a high-performing team; select, develop, coach, reward and recognize team members to ensure the vision and goals of the Security Division and the County are obtained. Create and maintain a weekly work schedule for 24/7 coverage of the SOC. As needed, back-up other Communications Specialists or contract security staff to ensure adequate coverage within the center.
Coordinates the daily activities of security professionals. Monitors call volume, alarm response and incident reports to ensure the appropriate level of service.
When necessary, will need to demonstrate the ability to perform the duties of the roles assigned to them.
Develop and deliver training programs and evaluate training program performance.
Participate in internal strategic planning work for the Security Division and the entire organization.
Anticipate problems with existing frameworks and work to resolve issues.
Valid North Carolina or South Carolina driver’s license and qualification for County driving privileges.
Experience
Minimum Qualifications
Previous experience working independently while understanding the necessity for communicating and coordinating work efforts with other team members.
5 years of previous experience in a monitoring or dispatch center.
Proficient in Microsoft Office.
Excellent organizational skills with high attention to detail.
Ability to multitask and has a strong work ethic.
Excellent oral and written communication skills.
Preferred Qualifications
2 years of direct supervision of subordinates in a team environment.
Have a strong sense of ownership and willingness to take charge of a situation.
Strong organizational skills.
Experience working in a security operations center or emergency services dispatch center.
Education
High school diploma or GED equivalent required; college degree in related field preferred; combination of relevant education and experience considered.
Knowledge Skills And Abilities
Knowledge
General understanding of difference between private security services and law enforcement.
Knowledge of grammar, spelling, and vocabulary.
Proficient in various Windows computer applications including Microsoft Office Suite (Word, Excel, PowerPoint, Teams, etc).
Understanding of applicable laws, procedures, and mandates.
Skills
Speak clearly and concisely over a handheld radio, radio console, and telephone. Must be able to hear and comprehend radio transmissions and telephone calls. Multi-channel and multi-line system.
Skill in handling emergency situations; knowledge in interpersonal communication skills while participating as a member of a team during evolving situations.
Utilize excellent customer service techniques to assist in providing individuals assistance when needed.
Ability to use cloud based mobile applications designed for desktop interfacing.
Provide high quality customer and personal service to interdepartmental employees, professional organizations, and members of the public.
Skills to perform a high volume of detailed clerical work, maintain files, and records.
Understanding the needs of internal and external customers and providing solutions or references to those better suited to help.
Abilities
Be able to learn, understand, and navigate the many different computer systems utilized every day in the SOC to include live-time and recorded video management, access control, and web-based applications for both desktop and mobile.
Ability to type 45 words per minute.
Ability to demonstrate decision making skills by prioritizing and multitasking at a high proficiency level in a stressful environment: Assess priority of calls and make correct data entry, maintain safety and welfare of personnel, communicating with other government entities (law enforcement, fire, MEDIC) contract guard companies, County staff, and members of the public.
Build trust while interacting with others that instills confidence in the organization’s ability to solve problems.
Use de-escalation techniques to calm stressful situations over the phone or radio.
Collaborate with internal and external partners to problem solve.
Ability be able to work 8 or 12-hour shift schedules including nights, weekends, and holidays. Sometimes subject to overtime and flex hour scheduling.
Have sufficient range of motion, dexterity, and hand-eye coordination to efficiently operate multiple functions on a computer: multiple computer desk monitors and multiple computer mouse.
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Disclaimer Statement
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the manager’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.
Salary : $60,632 - $75,790
