Join a dedicated team providing enterprise-wide security support services for Mayo Clinic.
The Security Operations Center (SOC) Operator is a communications-driven role at the center of real-time security operations. This position is ideal for individuals who thrive in high-volume, interrupt-driven environments and excel at radio, phone, and dispatch communications while maintaining continuous situational awareness.
SOC Operators serve as the primary communications hub for security operations, coordinating emergent and non-emergent requests, dispatching officers, monitoring alarms and camera systems, and ensuring timely escalation of critical events.
Operators work 12-hour on-site shifts in a close-knit environment, handling call taking, dispatching, and monitoring multiple security systems to ensure safety and rapid response across all campuses. Coordinates emergent and non-emergent requests for Mayo Clinic Security services. Acts as an interface between Physicians, Allied Health Staff, Patients, and Visitors by dispatching Campus Security Officers to routine and emergency calls for service and medical assistance. Receives and coordinates radio, telephone, and email communications for the Mayo Clinic Enterprise both domestically and internationally. Prioritizes calls for service based on urgency and criticality and initiates appropriate action.
Queries callers to obtain detailed incident information, records all officer duties and activities via case/incident management system. Operates and monitors a wide array of security system technologies, including: Systems for video management, access control, panic/duress, infant protection, and two-way radio communication. Performs security technology system preventative maintenance checks, system troubleshooting, and initiates work orders to address identified issues. Gathers and collates open source security information and assesses/monitors real world security events for escalation. Notifies appropriate supervisors, managers, or leadership of critical alarms or incidents on a 24-hour basis.
What Makes This Role Unique
· Communications-first security role (radio, phone, dispatch are core functions)
· Fast-paced, mission-critical environment
· Continuous decision-making with real-world impact
· Technology-enabled situational awareness
· 24/7 operations supporting clinical, staff, patient, and visitor safety
**This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position.
During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.
High school diploma/GED. Two years of Security, Emergency Medical, or Facilities dispatch/communication center experience or two combined years of customer service, call center, or dispatching experience required. A college degree will substitute for years experience. Experience with Microsoft Office required. Working knowledge of security systems technology (video management, access control, and radio communications systems) preferred. Excellent communication skills and ability to manage alarm dispatching.
Must be a problem solver and maintain the ability to make sound decisions without direct supervision during stressful situations. The preferred candidate will be detail oriented, mission driven, and able to multi-task continuously
Emergency Telecommunications certification is preferred.
Certification in Lenel access control and Genetec video management system preferred. Knowledge of the intelligence cycle and basic analyst skillset preferred. Working knowledge of radio communications. Basic computer knowledge. Excellent communication skills for interacting with all levels of Mayo Clinic patients, Physicians, and staff. Demonstrates behaviors consistent with Mayo Core Principals.
Must be certified in Emergency Telecommunications (ETC) at the time of hire or become certified within one year of employment. The GSOC will assist applicants that are not currently certified in Emergency Telecommunications to obtain their certification after hire. Additional skills strong multitasking and communication skills. Team oriented mindset and interpersonal communications skills.
Core Communications Responsibilities
· Answer and manage high-volume phone, radio, and intercom traffic in real time
· Dispatch security officers using two-way radio systems with professional radio discipline
· Prioritize and route incoming requests based on urgency and operational impact
· Serve as a calm, authoritative voice during emergency and high-stress situations
· Accurately document incidents and communications in a case/incident management system [SOC Operator | PDF]
Situational Awareness & Monitoring
In addition to communications, SOC Operators maintain continuous awareness across multiple systems:
· Monitor video management systems, alarms, access control, panic/duress, and infant protection systems
· Conduct virtual patrols, video review, and proactive monitoring
· Monitor alerts and relay open-source security information