• Security Operations Center Manager - Chicago

    Job Location US-IL-Chicago
    ID
    2018-2392
    Eligibility to Work in the U.S. Required
    Yes
    Required Education
    High School Diploma/GED
    Type
    Regular Full-Time
  • Overview

    Titan Security Group is recruiting for a Full-Time Security Operations Center Manager, to work out of the downtown Chicago office. Started in 1977, Titan Security is one of the largest privately-held security services providers in the Chicagoland area and we are growing! Join a leading company that “Serves our Clients and Builds Careers”.

     

    The SOC Manager is responsible for monitoring security systems, coordinating emergencies, compiling daily reports, replying to email and phone inquiries and general workplace duties, as needed. The candidate needs to be comfortable in a fast-paced, growing environment. Superior communication and multi-tasking skills are strongly desired. A professional yet approachable personality, who can make sound decisions through training with limited supervision, will excel in our environment.  

     

    SOC Manager's responsibilities include, but are not limited to:

     

    Responsibilities

     

    • Manage SOC Operators-manage daily duties, set response expectations/escalation. Set performance standards.
    • Manage Field Supervisors-Schedule Site visits, review field process
    • Conduct training for SOC/Field and Mobile Patrol units
    • Manage Mobile Patrol team-schedule patrol routes, review checkpoints, run reports/billing
    • SOC Scheduling-Create schedule and manage overtime during PTO
    • Manage team performance- constantly review performance and coach in the moment
    • Support Director with audit and investigations of recorded calls
    • Scheduling Support
    • Manage After-hours communication / support
    • Support/train scheduling managers and account managers with systems
    • Manage Program Remote patrol process
    • Communicate with clients.
    •  Push/Report all appropriate operational matters in real-time directly to the Director of Operations and members of senior management.

    • Provide excellent Customer Service to all parties encountered while on duty.

       

    • Acts on all customer service related calls and either resolves them personally or refers issues to the appropriate individuals. Manage communications for emergency and non-emergency calls-for-service, to include; phone and email workstations. Monitor email inboxes, work order service requests and all communications devices; prioritize and process incoming information according to procedure.

    • Responsible for reviewing schedules..

    • Handle all escalated security issues or emergency situations appropriately. Coordinate emergency incidents with Security Team. Notify, assist, and direct external emergency personnel and internal Emergency Response Team as necessary.

    • Participate/Lead in regular training and scenario based security drills

    • Maintain and execute emergency SOC protocols, Maintain and execute general service SOC protocols.

    • Lead SOC related projects and tasks as requested by the Director of Operations

    • Compile daily SOC shift reports. Accurately ensure detailed shift pass-downs are issued and followed. Compile monthly, quarterly and annual SOC statistical data. Author incident reports as described in SOC protocols

    • Perform other tasks and duties of a similar nature and scope as assigned

     

     

    Schedule will be as follows Saturday 8:00 AM - 4:00 PM, Sunday 11:00 AM -7:00 PM, Monday 6:00 AM - 2:00 PM, Thursday 2:00 PM -10:00 PM, Friday 2:00 PM -10:00 PM Schedule may vary due to business needs 

    Qualifications

    Education and/or Experience: High School diploma or general education degree (GED) and 3-5 Years Management experience. Call Center Supervisor Experience preferred.

    Certificates, Licenses, Registrations: Ability to acquire and maintain a valid Illinois PERC, including state accredited training requirements.

    Language Skills:  Must have the ability to read, write, speak, and understand English. Bi-lingual considered a plus.

    Computer Skills: Proficiency with Microsoft Office software (Word, Access, Excel, PowerPoint).

    Other Qualifications:  Ability to pass pre-employment drug screen and criminal background check.  Must maintain a working telephone number though which we can contact you. 

    Physical Demands:  The physical demands are based on the contract and must be met by an employee to successfully perform the essential functions of this job. 

    Salary & Benefits: Compensation is between $35,000 and $45,000 based on experience, plus paid time off, medical insurance, dental insurance, paid holidays, and pension/retirement benefits. Skills-enhancing training and opportunities for career growth and promotion.

    EOE/M/F/D/V

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