Assistant Manager - Security Operations Center

Overview

Community Transit's Assistant Manager of the Security Operations Center (SOC) combines innovation, collaboration, and purpose. You will be responsible for overseeing a dedicated team, shaping critical operational strategies, and playing a vital role in ensuring the safety and efficiency of transit operations. With opportunities to enhance training programs, develop performance metrics, and build partnerships with community stakeholders, this position offers a fulfilling and impactful career in a dynamic and supportive environment.

You will be 

Essential Duties

Responsible for planning, supervising, and coordinating the daily activities of the SOC. This role involves co-managing SOC personnel, including Transit Security Officers or Security Operations Center Dispatchers. 

• Plan, manage, and coordinate dispatch and communication activities, including prioritizing, assigning, supervising, and reviewing the work of SOC dispatch personnel.
• Monitor computer software.  Update computer aided dispatch and records management system files as necessary.  Coordinate system repairs and maintenance.
• Participate in the development of effective training programs.  Provide or oversee the training of new dispatch personnel.
• Review, develop, and implement standard operating procedures that reflect the agency’s values and meet established goals. 
• Create or modify procedures to achieve goals and objectives.  Make recommendations to management for policy changes. 
• Ensure team members adhere to all agency policies and procedures.

 

Develop and track Key Performance Indicators (KPIs) for the SOC.

• Create and update department and individual goals to track success and identify issues. 
• Propose actions to rectify any issues found in KPI analysis.
• Analyze information and summarize findings and conclusions.  Present information to internal and external stakeholders. 

 

Collaborating with other managers, supervise staff, prioritizing and assigning work. 

• Set goals and evaluate performance, providing timely and appropriate feedback, coaching, and recognition. 
• Make hiring, termination, and disciplinary recommendations.
• Assist with training staff and offer professional development opportunities. 

 

Build and maintain a positive union/management working relationship. 

• Research and respond to union grievances and personnel issues at the lowest possible level through communication and conflict resolution.
• Provide documentation for response to grievances.  Recommend solutions and write grievance responses.

 

Serve as liaison to community partners that support the SOC, including telecommunication service providers, law enforcement, fire service, partner transit agencies, and other organizations to ensure efficient operations.

Assist in preparing the Security & Emergency Management Division’s annual budget. 

• Review and approve expenditures and monitor budget status. 
• Assist with grant applications and appropriate administration of grant funding.

 

In partnership with Customer Experience, investigate, respond to, and resolve customer comments, complaints, and issues.  Recommend appropriate courses of action and document outcomes through the agency’s Customer Comment System.

 

Serve as on-call Duty Officer as assigned for emergent issues.  This may include nights, weekends, and holidays.  May serve in the Emergency Operations Center or a similar environment that may be staffed 24 hours per day for extended periods.

 

Perform the duties of Assistant Manager – Security Services in their absence

 

Perform other duties of a similar nature or level.

 

Requirements

Minimum Qualifications

• 3 to 5 years of progressively responsible experience with dispatch or a security operations center in security, law enforcement, or a related field. 
• 2 years of supervisory experience.
• Valid Washington State driver’s license within 30 days of hire
• Ability to successfully pass a comprehensive background investigation, including:
• Ability to obtain and maintain clearance for access to the Homeland Security Information Network (HSIN) and Washington State Fusion Center (WSFC) within 30 days of hire.
• Ability to obtain and maintain fingerprint clearance from the Snohomish County Sheriff’s Office, including FBI fingerprint screening, within 30 days of hire.

 

An equivalent combination of education and experience to successfully perform the job duties is also accepted.

 

Knowledge Requirements

• Knowledge of operations, services, and activi