Supervisor, Corporate Security Operations Center (CSOC)

The Supervisor, CSOC will supervise CSOC T1 personnel and has overall responsibility for the performance of CSOC Operations. The Supervisor is responsible for ensuring staff responds per procedure to calls for service, information requests, alarms, and event and incident notifications and support via the radio phone, ticketing system, chat and e-mail. The Supervisor plays a key role in creating a culture focused on safety, security, service excellence, and continuous improvement for the team.

Position Specific Responsibilities/Accountabilities: 
1. Oversee Operations Center
 - Lead the team as they provide excellent business partner service and support and fulfilling requests.
 - Effectively developing, administering, and monitoring the training of new CSOC operators and continued personnel training throughout the year
 - Focus on safety, security and systems availability by managing processes for responding to calls for service, security systems notifications and alarm alerts. Ensure the team facilitates appropriate responses, escalating to appropriate staff as needed.
 - Coach the team to act as the security communications hub and coordination point for OPPD security related incidents and information.
 - Perform routine maintenance tasks focused on ensuring monitoring/alerting infrastructure is operating as desired.
 - Analyze performance metrics and respond accordingly, driving continuous improvement into the organization.

2. Coordinate Security Operations Center Operational Changes
 - Establish and maintain processes for onboarding new monitoring and support activities into the Security Operations Center
 - Ensure systems support process and procedure changes are properly communicated across the department.
 - Work closely with technical owners to drive improved monitoring, alerting and response processes.

3. Leadership and Collaborative Efforts
 - Collaborate with leaders across the District to identify service improvement opportunities and solve problems.
 - Act as part of the business unit management team in developing strategic plans, goals and objectives.
 - Synchronize efforts with other TS leaders to provide excellent service to OPPD business partners.
 - Assign staff to work with cross-functional teams to support various work activities.

4. Metrics and Reporting
 - Develop and maintain staff performance metrics.
 - Establish processes and procedures for regularly performed functions.

5. Effectively apply OPPD's Management Leadership Practices (MLP's) in planning and assigning the work of staff members. Build and maintain a competent team through effective recruiting, selection and ongoing development.
 - Supervisory Planning - Determine how to achieve the goals of the unit/team through effective metrics development, individual task assignment, seeking input from your team, and employee development.
 - Supervisory Meetings - Conduct managerial meetings with staff on a regular and predictable schedule to provide coaching opportunities/ context setting/ development/ clarity of task / feedback
 - Coaching/Feedback for Competency of Role - Provide coaching and feedback opportunities to staff to continuously improve their competency in the work of their role.
 - PPR/PEA - Conduct and complete performance appraisal conversations and documentation requirements per defined schedule.
 - Create and maintain shifts and schedules that ensure required staffing coverages are maintained.
 - Maintain a call out list.