What are the responsibilities and job description for the Supervisor, Corporate Security Operations Center (CSOC) position at Omaha Public Power District?
Responsibilities
The Supervisor, CSOC will supervise CSOC T1 personnel and has overall responsibility for the performance of CSOC Operations. The Supervisor is responsible for ensuring staff responds per procedure to calls for service, information requests, alarms, and event and incident notifications and support via the radio phone, ticketing system, chat and e-mail. The Supervisor plays a key role in creating a culture focused on safety, security, service excellence, and continuous improvement for the team.
Position Specific Responsibilities/Accountabilities:
1. Oversee Operations Center
- Lead the team as they provide excellent business partner service and support and fulfilling requests.
- Effectively developing, administering, and monitoring the training of new CSOC operators and continued personnel training throughout the year
- Focus on safety, security and systems availability by managing processes for responding to calls for service, security systems notifications and alarm alerts. Ensure the team facilitates appropriate responses, escalating to appropriate staff as needed.
- Coach the team to act as the security communications hub and coordination point for OPPD security related incidents and information.
- Perform routine maintenance tasks focused on ensuring monitoring/alerting infrastructure is operating as desired.
- Analyze performance metrics and respond accordingly, driving continuous improvement into the organization.
- Establish and maintain processes for onboarding new monitoring and support activities into the Security Operations Center
- Ensure systems support process and procedure changes are properly communicated across the department.
- Work closely with technical owners to drive improved monitoring, alerting and response processes.
- Collaborate with leaders across the District to identify service improvement opportunities and solve problems.
- Act as part of the business unit management team in developing strategic plans, goals and objectives.
- Synchronize efforts with other TS leaders to provide excellent service to OPPD business partners.
- Assign staff to work with cross-functional teams to support various work activities.
- Develop and maintain staff performance metrics.
- Establish processes and procedures for regularly performed functions.
5. Effectively apply OPPD's Management Leadership Practices (MLP's) in planning and assigning the work of staff members. Build and maintain a competent team through effective recruiting, selection and ongoing development.
- Supervisory Planning - Determine how to achieve the goals of the unit/team through effective metrics development, individual task assignment, seeking input from your team, and employee development.
- Supervisory Meetings - Conduct managerial meetings with staff on a regular and predictable schedule to provide coaching opportunities/ context setting/ development/ clarity of task / feedback
- Coaching/Feedback for Competency of Role - Provide coaching and feedback opportunities to staff to continuously improve their competency in the work of their role.
- PPR/PEA - Conduct and complete performance appraisal conversations and documentation requirements per defined schedule.
- Create and maintain shifts and schedules that ensure required staffing coverages are maintained.
- Maintain a call out list.
Qualifications
- Bachelor's Degree, preferably in related field and 2 years of experience as a supervisor in a Security Dispatch, law enforcement dispatch, Service Desk, IT Operations environment, or a combination of education and work experience that provides the necessary skills to perform the essential job functions.
- Excellent customer service and interpersonal skills, including the ability to communicate clearly and professionally, both verbally and in writing
- Knowledge of personal computer software and hardware
- Must be able to work independently with minimum supervision.
- Exceptional organizational skills, problem solving skills, and flexibility to respond to changing priorities.
- Team player with the ability to share knowledge and develop colleagues for the overall benefit of the team and organization.
Desired:
- Master's Degree in a related field
- Position related certifications
- Knowledge of computer aided dispatch systems/procedures, contact center technologies and two-way radios.
- Experience driving positive organization change.
- Experience leading in a contract employee environment
Closing Statement
Salary Grade: S4
Base: $$88,546
Midpoint: $110,682
At Omaha Public Power District, we're passionate about three things: power, the people who make it, and the people who rely on it.
WE ARE: Where the Light Starts. OPPD is the 12th-largest public power utility in the U.S., serving over 850,000 people across 5,000 square miles and 13 counties.
WE'RE COMMITTED TO: Each other and the people we serve. This commitment drives us. We're dedicated to providing our communities with affordable, reliable, and environmentally sensitive energy services today, tomorrow, and well into the future.
OUR JOB: To provide power with a purpose. We have real impact - on people's lives, on the environment, and on the future of energy. We're always looking for bright, capable people who want an opportunity to lead from where you are - wherever you are - and know that your ideas will be heard. If you want to be a source of real, positive change for the community and the people who live in this region, then working for a company acknowledged for caring about these same things is likely a priority for you as well.
Org Marketing Statement
EOE: Protected Veterans/Disability
How To Apply
Apply online at www.oppd.com on or before .
Recruiter: Scott Green - smgreen@oppd.com #LI-SG
**PLEASE NOTE** - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.
Salary : $88,546 - $110,682
