Supervisor-Security Operations Center

Pay

Salary range is $74,000 to $160,000 a year with a midpoint of $117,000. New hires typically receive between minimum and midpoint; compensation may go slightly higher based on experience, internal equity, and market.

Benefits

• Health Benefits: Two medical plan choices, a dental plan, and a vision plan at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance
• Employee Assistance Program
• Retirement Plans: 401a – 10% employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee-only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight, and twelve years of service. Director-level and above accrue additional days. Also includes 12 paid holidays, up to 2 paid floating holidays, and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance discount
• ORCA Card: All full-time employees receive an ORCA card at no cost.
• Tuition Reimbursement: Up to $5,000 annually for approved tuition expenses.
• Inclusive Reproductive Health Support Services

About the role

The Security Operations Center (SOC) Supervisor provides leadership, operational oversight, and coordination for a 24-hour operations center supporting security, safety, emergency response, and customer service and dispatch functions as required by operational needs. This position is responsible for supervising daily SOC activities, performing or directing dispatch operations when necessary, guiding real-time decision making, and ensuring effective incident management in alignment with established policies, procedures, and best practices. The SOC Supervisor exercises sound judgment and critical thinking to direct response efforts during routine operations and high-risk or high-stress incidents, ensuring timely communication, accurate information flow, and coordinated action among SOC personnel, field resources, internal departments, and external partner agencies. This role supports operational continuity by monitoring performance, managing resources, and addressing emerging issues that impact safety, security, and service reliability. During emergencies and high-risk incidents, the SOC Supervisor may assume direct dispatch authority, including call-taking and resource deployment, to ensure immediate control, continuity of operations, and effective incident response. In addition, the SOC Supervisor promotes accountability, professionalism, and compliance by providing staff direction, coaching, and support; reinforcing information integrity and confidentiality standards; and fostering a collaborative, customer-focused operational environment. Through effective leadership and situational awareness, the SOC Supervisor helps protect people, property, and assets while supporting a safe, secure, and reliable transit system.

Responsibilities

• Provide operational leadership, guidance, and decision‑making within the Security Operations Center (SOC) during assigned shifts in a 24/7 mission‑critical emergency communications environment.
• Supervise and coordinate the day‑to‑day activities of SOC staff, including staffing levels, shift coverage, workload assignments, and shift briefings.
• Exercise sound judgment to make critical operational decisions in dynamic, high‑pressure situations with limited information and resources, adapting to rapidly changing conditions.
• Oversee the handling of emergency and non-emergency calls, radio traffic, and digital communications, and directly perform dispatch and call‑taking functions during emergencies, critical incidents, staffing shortages, or elevated operational demand to ensure timely and coordinated response when necessary.
• Ensure proper triage, prioritization, and dispatch of security and internal response resources.
• Direct real‑time monitoring of security systems, including CCTV, access control, alarms, and radio communication networks.
• Validate incident detection, categorization, escalation, documentation, and reporting in accordance with established standards.
• Coordinate incident and emergency response activities with SOC staff, field security resources, Sound Transit Public Safety, internal departments, and external public safety agencies.
• Gather, analyze, prioritize, and disseminate operational information and intelligence to support situational awareness and informed decision‑making.
• Provide real-time coaching, guidance, and decision support to staff during routine operations and major incidents and assume direct call‑taking or dispatch responsibilities when necessary to maintain service levels or incident control.
• Supervise and coordinate day-to-day operational activities involving contracted security personnel in accordance with established agreements, policies, and procedures.
• Review and approve incident reports, shift logs, and operational summaries; prepare briefings and reports for leadership.
• Support training, quality assurance, after‑action reviews, and continuous improvement efforts related to emergency communications, incident response, and SOC operations.
• Provide operational oversight of SOC technology and systems and coordinate issue resolution with internal teams and vendors.
• Perform administrative duties associated with first-line supervision, including scheduling, timekeeping and payroll coordination, performance management and goal setting, resource allocation, quality control, development of plans and procedures, report filing, database updates, correspondence, and creation of operational plans.
• Serve as a delegate on a rotating basis for the Security Operations Center Manager during absences or unavailability.
• Champion and model Sound Transit's core values and demonstrate values-based behaviors in everyday interactions across the agency.
• Contribute to a culture of diversity, equity, and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• Follow Agency safety rules, regulations, and procedures pertaining to assigned duties and responsibilities.
• Integrate sustainability into everyday business practices.
• Other duties as assigned.

Qualifications

Education and Experience

• Bachelor's degree in Business, Political Science, Communications, Criminal Justice, English, or related field, and four years of experience in a Security Operations Center, 911/public safety communications center, transit operations center, or similar emergency communications environment; or an equivalent combination of education and experience.
• Two years of leadership, budgetary, planning, and workforce management experience.

Skills

• Strong knowledge of emergency communications standards, dispatch protocols, and Incident Command System (ICS) / National Incident Management System (NIMS) principles.
• Ability to supervise, coach, mentor, and develop staff in a high‑pressure, fast‑paced, multitasking environment.
• Proficiency with security and communications technologies, including CCTV systems, access control platforms, CAD/RMS, radio dispatch systems, incident management tools, Microsoft Teams, texting platforms, and notification tools.
• Strong analytical skills and situational awareness to assess rapidly evolving incidents and determine appropriate response actions.
• Ability to exercise sound judgment, work with limited structure or information, and make effective operational decisions.
• Excellent verbal and written communication skills, including the ability to prepare clear, accurate, and detailed operational and administrative reports.
• Ability to communicate effectively in public settings and deliver briefings or presentations to small and medium‑sized groups.
• Ability to gather, analyze, and document data using standard office technology, including computers, word processing, spreadsheets, and email applications.
• Knowledge of basic safety, security, and criminal justice concepts.
• Ability to remain calm, focused, and professional in situations involving potential risk to personal safety or the safety of others.
• Ability to resolve interpersonal conflicts effectively and maintain professional working relationships.
• Strong interpersonal skills, including cultural awareness, and the ability to work effectively with individuals from diverse backgrounds.
• Ability to establish and maintain positive working relationships with staff, customers, contractors, and partner agencies, including law enforcement, to promote confidence in the safe and secure delivery of transit services.

Preferred Qualifications

• Telecommunicator I and/or Telecommunicator II, or equivalent dispatch certification
• Public Safety Telecommunicator Certification
• Emergency Telecommunicator certification
• Security Operations Center or Emergency Management certifications
• Customer Service or Crisis Intervention certification
• Completion of the National Incident Management System (NIMS)/Incident Command (ICS) certification training, ICS-100, ICS-200, and ICS-700
• APCO or NENA Telecommunicator Certification
• Crisis Intervention or De-Escalation Training
• Experience in transit operations, transportation security, or law enforcement communications
• Experience working with contracted security teams or public safety