DescriptionGSOC Manager
Key Responsibilities; 1. Watch-Floor Operations & People Leadership
• Provide operational leadership, coaching, and mentorship to a shift-based team of GSOC Supervisors, Security Operations Specialists, and Threat Intelligence Analysts operating 24/7/365.
• Lead all aspects of people management, including recruiting, onboarding, training, employee engagement, performance management, corrective actions, career development, and succession planning.
• Develop and manage staffing models and shift schedules to ensure appropriate coverage while balancing business needs, employee well-being, and budget requirements.
• Oversee payroll administration, timekeeping accuracy, attendance management, and workforce compliance for all GSOC personnel.
• Drive accountability through regular performance reviews, one-on-one coaching sessions, and measurable development plans aligned with organizational objectives.
• Monitor and improve operational KPIs, service levels, quality metrics, and workforce productivity while maintaining Unbilled Over Time (UBOT) at or below 0.5% through disciplined workforce management and operational oversight.
• Ensure adherence to Standard Operating Procedures (SOPs), escalation playbooks, and quality standards to deliver consistent, world-class security operations.
• Foster a high-performance culture rooted in accountability, continuous improvement, operational excellence, and exceptional customer service.
Incident Command & Crisis Management;
• Act as a senior escalation point and incident commander during critical physical security events, life-safety emergencies, natural disasters, and geopolitical crises.
• Direct the intake, assessment, and dispatch protocols for physical breaches, medical emergencies, facility infrastructure failures, and workplace violence threats.
• Oversee the rapid deployment of mass notifications, executive flash reports, and localized situational awareness briefings during active crises.
• Lead post-incident debriefs and ensure timely documentation, corrective actions, and continuous improvement initiatives following significant events.
Security Technology & System Governance;
• Manage, optimize, and oversee the integration of core physical security platforms, including Access Control Systems (PACS), Video Management Systems (VMS), Visitor Management, and Critical Event Management (CEM) tools (e.g., ServiceNow, Everbridge, Ontic).
• Drive continuous innovation by evaluating and implementing AI-driven monitoring tools, data visualization dashboards, automated workflows, and operational reporting to improve efficiency and decision-making.
Threat Intelligence & Cross-Functional Partnerships;
• Oversee open-source and subscription-based threat intelligence operations to proactively identify regional risks affecting company facilities, supply chains, and traveling personnel.
• Build strong partnerships with Human Resources, Legal, Global Real Estate & Facilities, Travel Risk, Executive Protection, and other business stakeholders to align security operations with enterprise risk management and business continuity objectives.
• Conduct post-incident After-Action Reviews (AARs) to identify operational gaps, refine response playbooks, and present recommendations to senior leadership.
• Utilize operational data and workforce analytics to identify trends, improve resource allocation, and enhance overall GSOC performance.
Qualifications & Skills;
• Experience: 5+ years of progressive experience in corporate security, military, intelligence, law enforcement, or emergency management, with at least 3 years managing a 24/7 GSOC, fusion center, or enterprise command center.
• Demonstrated experience managing frontline supervisors and large operational teams, including workforce planning, scheduling, payroll administration, employee engagement, coaching, and performance management.
• Proven success managing operational metrics, service level agreements (SLAs), workforce productivity, quality assurance programs, and maintaining stringent operational efficiency targets such as UBOT below 0.5%.
• Technical Mastery: Deep familiarity with physical security architecture (CCTV, IP access control, intrusion detection) and modern CEM/incident management software suites.
• Operational Acumen: Proven ability to maintain composure, make high-stakes decisions, and lead multi-disciplinary teams during complex incidents.
• Communication & Influence: Exceptional written and verbal communication skills with the ability to translate complex threat information into concise executive-level briefings.
• Education: Bachelor’s degree in security management, Criminal Justice, Emergency Management, International Relations, Business Management, or a related field (or equivalent operational experience).
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