Senior Manager, SOC Tier 1

Senior Manager, SOC Tier 1

Reports To:

SOC Operations Director, Tier 1

Supervises:
Team Leads, SOC Tier 1

Job Summary:

The SOC Tier 1 Manager is responsible for the overall team performance, quality, and operational efficiency of the SOC Tier 1 team. This role serves as the primary point of contact between the SOC Tier 1 team and HR for hiring requirements and CX for onboarding new clients. The SOC Tier 1 Manager balances strategic oversight with hands-on involvement across hiring, quality assurance, training, and day-to-day operations.

Core Ownership:

• Own team performance outcomes across all Team Leads and DPAs
• Own capacity planning, staffing and workload balancing
• Own QA systems, training effectiveness, and output consistency
• Own SLA performance and operational reliability across teams
• Primary for new enrollment confirmation, PII updates and CX communication regarding client data
• Primary for QA checks on front end processes that include tech automation and manual analyst work

Key Responsibilities:

People Management

• Serves as hiring manager for all SOC Tier 1 roles, owning the recruitment and selection process
• Manages the team PTO calendar in coordination with Team Leads to ensure adequate coverage
• Monitors total SOC Tier 1 bandwidth on a weekly basis, including queue load analysis and output calculations to identify hiring needs
• Supports feedback and coaching sessions as well as handling performance-related issues in partnership with Team Leads; provides support to Team Leads during formal performance review cycles

Quality Assurance

• Conducts final QA review on all trainees upon completion of onboarding
• Maintains and updates QA rubrics to reflect current standards and expectations
• Coordinates quarterly spot check work with Team Leads and reviews outcomes
• Performs ongoing unknown scan queue reviews for newly discovered data brokers
• Oversees Scraper QA to ensure accuracy and reliability

Training & Knowledge Management

• Designs and leads training sessions, including lunch and learns, targeting identified areas of weakness and major process changes as coordinated with the Director
• Builds and maintains knowledge base documents for internal use and cross-departmental informational sharing
• Ensures training materials remain current and accessible to all relevant team members

Team Operations & Task Management

• Ensures priority tasks are properly delegated and completed, with weekly check-ins to confirm progress as required
• Serves as the first line filter for CX and Sales teams on SOC Tier 1 related issues and questions, coordinating with the CX SOC Enable Lead and providing timely and accurate responses
• Manages required tools and third-party applications used by the SOC Tier 1 team, ensuring availability and functionality
• Establishes and maintains structured feedback loops with Team Leads and DPAs to identify recurring operational issues, workflow friction, tooling gaps, and improvement opportunities; synthesizes findings and escalates systemic issues and recommendations to the Operations Director

Employee Experience & Office Management

• Champions quality of life improvements for DPAs, identifying, advocating, and escalating enhancements to daily workflows
• Manages office supply inventory and fulfills office requests as needed

Decision Scope:

• Owns staffing, capacity allocation, and team performance decisions
• Can rebalance workload, adjust priorities, and enforce QA standards
• Focuses on team performance and contributes input and recommendations on system improvement based on observed performance trends

Required Qualifications:

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook).
• Knowledge and usage of multiple internet browsers
• Excellent time management and problem-solving skills as well as the ability to use good judgment and make strong, independent decisions.
• Demonstrates an inspirational attitude that contributes to a positive team environment.
• Ability to build and maintain effective working relationships with team members along with willingness to set and maintain high standards of performance.
• Ability to maintain reliable and consistent attendance and punctuality.
• Basic skills and understanding of Specialty Software:
  Jira, Confluence, Miro
• Excellent verbal, written, and presentation skills

Required Education/

Experience:

• 1+ year of experience in DPA role or similar security operations role
• Previous experience in a managerial role

Preferred Qualifications:

• Bachelor's Degree (BA, BS, BBA)
• Experience working in a corporate security environment.