Security Operations Center; SOC) Supervisor

About Crisis
24

Crisis
24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services as a preferred partner for Fortune 500 corporations.

More information is available at

Location:

Tempe, AZ

The SOC Team Leader must be detail oriented, have strong skills in communication, writing, critical thinking, and display a "team-first" mentality. Daily responsibilities will focus on managing day-to-day SOC operations, to include performing quality checks, running incidents, scheduling, taking part in gap analysis, work on projects and program buildout as needed, and recording and presenting operational data. The Team Leader will be the SOC expert and supervisor on shift, executing clear command and control of SOC activities to ensure all deliverables are completed in a timely and quality manner.

Quality Assurance -The Team Leadermust oversee the quality of work performed by their Team of Operators and ensure that all deliverables meet the client's and Crisis
24's standards. They must also conduct regular quality audits and provide feedback and coaching to improve performance.

Client Relationship Management - The Team Leader must establish and maintain positive relationships with the client's representatives and ensure that all communication is professional and respectful. They must also identify and address any concerns raised by the client and ensure that all issues are resolved in a timely and satisfactory manner.

GSOC Meetings - The Team Leader must attend meetings involving the SOC and generate meeting notes for future reference and record-keeping purposes. They must also participate in other meetings assigned to represent the SOC and ensure that all relevant information is communicated to their Team. In the event the Team Leader cannot attend a client leadership meeting - designated Crisis
24 leadership or an approved Lead will represent the GSOC.

Project Management - The Team Leader must manage assigned projects from inception to completion, ensuring that all deliverables are completed on time, within budget, and to the client's and Crisis
24's satisfaction. They must also provide regular project updates to the client and Crisis
24's management team.

Seek Continuous Improvement - The Team Leadermust continuously evaluate and improve the SOC's processes and procedures to increase efficiency, effectiveness, and customer satisfaction. They must also ensure that all employees are trained in improvements and that feedback is solicited and acted upon.

Personnel Issues - The Team Leadermust assess and provide support and guidance to employees who approach them with personal problems that may impact on their work performance. They must also provide feedback to the Crisis
24 Operations Manager & Director level leadership for HR escalations and ensure that employee privacy is maintained.

Procedural Updates - The Team Leadermust review Operator suggestions for updating processes or procedures and determine whether it is feasible to implement the proposed changes. They must also communicate these changes to their Team and ensure that they are properly trained in the updated procedures.

Sick Leave: The Team Leadermust make arrangements to find coverage for employees who fall ill on shift or report when normal staffing for any role is absent. They must also communicate with Crisis
24 and client management as appropriate via email all changes made and ensure that proper documentation for sick leave is maintained.

Investigation and Follow-Up: The Team Leadermust investigate and follow up on any "misses" highlighted by the client's Management. They must ensure that all incidents are properly documented and that corrective actions are taken to prevent future incidents.

• Operational supervision of all operators providing services and…