Embedded GSOC Supervisor (First Shift)

About Sibylline

Sibylline is a leading intelligence and strategic risk consultancy in the security sector. Since 2010 we have supported businesses, governments and NGOs through the provision of high-quality risk analysis, due diligence and consultancy services. The firm provides an innovative, entrepreneurial and fast-growing working environment, offering employees ever greater exposure to high profile clients and challenges. Sibylline offers fantastic opportunities for career progression within a successful company, and we aim to help our employees to build their own personal profiles as well-regarded analysts within the broader industry.

Key attributes of Sibylline employees are:

• Self-motivated, and auto-improving individuals who can couple initiative and boldness with good judgement
• Excellent written and spoken English
• Clarity of thought and analytical flair
• Strong, demonstrable interest in security and intelligence
• The ability to work under pressure, demonstrate leadership when required but also be able to collaborate effectively in teams
• Excellent attention to detail

​Our Benefits include:

• Medical/Dental/Vision
• Long Term/Short Term Disability
• Basic Life and AD&D Insurance
• 401(k) up to 5% matching
• PTO: 10 days accrued per year and 4 personal days each year
• Sick: 9 sick days front loaded every year

About the Role (This is a 1st Shift Position)

Sibylline is looking for experienced Global Security Operations Center (GSOC) Supervisors to join our team, working on-site, embedded within our clients rapidly evolving GSOC. Based in Seattle, WA, the Supervisor will lead a team of Operators who are responsible for access control, alarm monitoring, customer service, incident management, and other ad hoc tasks as needed. The GSOC Supervisor ensures that all operations are conducted in line with established policies and procedures and meet the client’s standards. This position is under the direction of the Operations Manager.

Supervisors will work in a 24/7 environment monitoring various information systems, CCTV feeds, and alarm systems. The GSOC uses a variety of tools, ranging from access control and alarm monitoring systems to various business intelligence sources, open source media, and in-house tools. Supervisors will work with their Operators to respond to security incidents which may impact the client’s people, products, property, or brand image. These can include (but are not limited to) extreme weather conditions, political instability, crime, terrorism, or technical failures.

Duties and Responsibilities​

Essential Functions

• Draft, review, and distribute stakeholder notifications
• Triage and manage incidents that cause business disruptions
• Develop and mentor Operators through coaching, providing feedback, and managing conflict
• Oversee quality control and oversight for all production, support, and staffing functions in conjunction with the Operations Manager
• Work with the Operations Manager to identify process and quality improvements
• Represent the GSOC in incident response meetings with stakeholders
• Facilitate “tabletop” and drill exercises whilst on shift for continuous Operator training
• Receive pass-down information from other shifts, and conduct shift briefings to provide updates, assignments, training, and contractual compliance
• Provide back-up support and on-call functions as needed
• Assess service statistics and prepare detailed reports on findings
• Respond to escalated customer service issues in a timely manner

Collaborate with multiple departments to propose and implement solutions to customer challenges

Knowledge, Skills, Abilities

• Experience conducting research or analysis
• Ability to multitask in a fast paced, at times stressed work environment
• A dependable team player with business maturity, enthusiasm, and a positive attitude
• Comfortable with a high-tech work environment and willing to learn new tools and innovations
• Self-motivated, curious, and knowledgeable about the news and current events
• Strong analytical skills
• Strong motivation to grow and develop as a security and/or intelligence professional
• Process oriented, with the understanding of the role of people in facilitating the best customer experience

Qualifications Minimum

• Associate’s Degree
• At least three years of experience managing or leading others or equivalent experience
• Excellent written and verbal communication skills as measured by successful completion of writing assessment
• At least three years of GSOC, Security industry, customer service, or similar experience

Preferred

• Bachelor’s Degree in fields of criminology, risk management, political science, communications, or related field of study -OR- equivalent professional experience, including current professional certifications
• Five+ years of experience working in a GSOC or similar environment
• Five+ years of direct supervisory or management experience
• Knowledge of security systems for access control and alarm monitoring
• Knowledge of mass employee notification systems
• Previous experience managing teams in a corporate security, government, or military setting
• Experience managing a team of at least five people

Next Steps

Successful candidates will be invited to complete a writing assessment (at an arranged time to suit you) to test writing and analytical ability.  Shortlisted applicants will then be invited to a final panel interview. In the current environment, our interviews will be conducted virtually. 

The remuneration for this role is negotiable for the right candidate, dependent on qualifications, aptitude and experience.  The salary range for this position is $77,969 - $90,000.

Sibylline is committed to the recruitment and selection of candidates without regard for sexual orientation, gender, ethnicity, age, political beliefs, culture and lifestyle. The firm is committed to fostering a business culture that reflects these values and promotes equal opportunity.