GSOC Supervisor
About the role
Crisis24 is a global provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions, and global medical concierge capabilities. We empower prominent organizations, disruptive brands, and influential individuals to operate confidently in an uncertain world. As a member of our team, you will contribute to shaping global security and guiding clients through complex challenges.
Who We Are Looking For
The SOC Team Leader must possess strong communication, writing, critical thinking, and teamwork skills. They will manage day-to-day SOC operations, perform quality checks, run incidents, schedule tasks, participate in gap analysis, work on projects, and present operational data. The Team Leader will lead SOC activities, ensuring all deliverables are completed promptly and to high standards.
Essential Functions
Quality Assurance - Oversee the quality of work performed by the Team of Operators and ensure all deliverables meet client and Crisis24 standards. Conduct regular quality audits and provide feedback and coaching to improve performance.
Client Relationship Management - Establish and maintain positive relationships with client representatives and resolve any concerns raised in a professional and respectful manner.
GSOC Meetings - Attend meetings involving the SOC and generate meeting notes for future reference. Participate in other meetings to represent the SOC and ensure all relevant information is communicated.
Project Management - Manage assigned projects from inception to completion, ensuring all deliverables are completed on time, within budget, and to client and Crisis24 satisfaction. Provide regular project updates to the client and Crisis24's management team.
Continuous Improvement - Evaluate and improve SOC processes and procedures to enhance efficiency, effectiveness, and customer satisfaction. Ensure all employees are trained in improvements and feedback is solicited and acted upon.
Personnel Issues - Assess and provide support and guidance to employees with personal problems affecting their work performance. Provide feedback to Crisis24 Operations Manager & Director level leadership for HR escalations and ensure employee privacy is maintained.
Procedural Updates - Review Operator suggestions for process or procedure updates and determine feasibility. Communicate changes to the Team and ensure proper training in updated procedures.
Sick Leave - Make arrangements for employee coverage and communicate changes to Crisis24 and client management. Investigate and follow up on client "misses" and ensure incidents are properly documented and corrective actions are taken.
What You Will Work On
Operational supervision of all operators providing services and deliverables
Support operators with escalations
Create market, neighborhood, city, and location risk assessments
Coordinate efforts, including emergency response, tracking of critical equipment checks, and distribution of emergency and non-emergency communications
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 managing security operations or SOC environments.
Interest or direct experience in executive protection, intelligence, operations, critical incident management, or corporate security.
Well-versed in current technologies and open-source search methodologies.
Competent user of Microsoft Suite and Google Suite.
Willingness to sign an NDA and maintain strict confidentiality.
Effective verbal and written communication skills.
Professional demeanor during stressful situations.
Quick adaptation and excellence in dynamic situations.
Demonstrated organizational and time management skills.
Successful client management experience.
Demonstrated conflict resolution skills.
Able to maintain composure in dealing with authorities, executives, clients, staff, and the public.
Ability to attend training events and mandatory meetings outside normal work hours.
Flexible to work evenings, odd hours, and weekends with little notice.
Frequent sitting and/or standing.
Manual dexterity required for occasional reaching and lifting of small objects and operating office equipment.
Exposure to sensitive and confidential information.
Regular computer usage.
Ability to handle multiple tasks concurrently.
Work Environment: Requires the physical and mental capacity to effectively perform all essential functions. Includes undergoing and meeting company standards for background and reference checks, and drug tests if required.
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
We are committed to equal opportunity in employment. We are dedicated 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.