Location: Denver, Colorado
Pay: $90,000 - $93,000
Job Summary:
The Enterprise Security Operations Center (ESOC) Assistant Manager supports the daily operations of the ESOC with a strong emphasis on personnel training, technical system expertise, and operational continuity. This role serves as a subject‑matter expert in access control, video management, and notification platforms while assisting leadership with staff development, quality assurance, and incident escalation. The Assistant Manager plays a critical role in maintaining operational readiness, technical excellence, and workforce capability within a 24/7 security operations environment.
30%: Operational Support & Shift Oversight
- Support ESOC daily operations to ensure uninterrupted 24/7 monitoring across all shifts.
- Act as the senior operational lead during assigned shifts, serving as the escalation point for supervisors and agents.
- Assist with staffing coverage, schedule coordination, and real‑time operational decision‑making.
- Ensure adherence to SOPs, service level expectations, and client requirements.
25%: Training, Coaching & Professional Development
- Lead new‑hire onboarding, system training, and job qualification for ESOC personnel.
- Develop, deliver, and maintain refresher training programs focused on incident response, systems usage, and situational awareness.
- Conduct quality assurance reviews, call monitoring, and system audits to identify training gaps.
- Partner with the ESOC Manager and Learning & Development teams to update SOPs, training materials, and job aids
- Coordinate process reinforcement training (Hip Pocket Training) focused on perishable skills.
20%: Technical Systems Expertise & Administration
- Provide support for access control software, with an emphasis on Lenel OnGuard administration and troubleshooting.
- Provide operational support for video management systems (VMS), alarm monitoring platforms, and call tree notification software.
- Support system testing, upgrades, and validation activities in coordination with NSS National Technology team, IT and vendors.
15%: Incident Support & Escalation Management
- Support and assist with security incident response, escalation, and coordination.
- Ensure incidents are properly documented, categorized, and escalated per SOP.
- Assist with after‑action reviews, root‑cause analysis, and corrective action tracking.
- Serve as acting ESOC Manager when assigned or during leadership absence.
10%: Reporting, Documentation & Continuous Improvement
- Assist in producing operational reports, system usage metrics, and training performance data.
- Maintain training records, certifications, and compliance documentation.
- Identify opportunities for process improvement, automation, and operational efficiency.
Education: Bachelor's degree in a related field or equivalent work experience.
Work Experience:
- Experience working within a SOC, GSOC, or ESOC environment.
- Hands‑on experience with access control systems, video surveillance, and alarm monitoring platforms.
- Operational experience supporting incident response and emergency management.
- Experience training, mentoring, or coaching security operations personnel.
Licenses/Training:
- Ability to pass any company or state‑required training or licensing requirements.
Preferred:
- Prior supervisory or lead experience within a SOC/ESOC environment.
- Enterprise‑level access control administration experience.
Skills:
- Proficiency in Lenel OnGuard access control systems.
- Working knowledge of video management systems (e.g., Genetec, Milestone, Avigilon).
- Experience with call tree, mass notification, or crisis communications platforms.
- Strong instructional, coaching, and mentoring skills.
- Excellent analytical, problem‑solving, and communication abilities.
- Ability to work under pressure in a 24/7 operational environment.
