Lead Operator

Mitie; City Of London; On-site; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Flexible benefits platform

Salary Finance

MiDeals discounts

Cycle-to-work

Life cover

Mitie Stars recognition

Share Plan

Job summary

Mitie is seeking a Lead Operator to join its GSOC team supporting Meta's security operations across the EMEA region. The role leads a Shift Operator team, handles incident analysis, communications to the Duty Security Manager, and ensures operational readiness across shifts.

You will coordinate with the Duty Shift Manager, conduct handovers, manage alarms and video monitoring, and oversee escalation of incidents.

Qualifications

• Experience in security operations leadership.
• Willingness to work 4 on/4 off shift pattern.
• Progress toward level 3 management qualification.

Responsibilities

• Collaborate with the Duty Shift Manager to ensure shift compliance and operational readiness.
• Complete daily shift setup, including handovers and updates to notices.
• Assume Duty Shift Manager responsibilities in absence.
• Identify and communicate team development opportunities and training needs.
• Oversee response to routine and emergency calls, monitor alarms and video equipment.
• Supervise dispatch of security officers, EMS, and others as required.
• Review GSOR documents to prepare the team for incident response.
• Communicate incident updates to stakeholders and escalate as needed.
• Escalate miscommunications and equipment issues to the Duty Shift Manager.
• Maintain GSOC and team shift audits.

Job description

Role: Lead Operator

Pay: 21.43

Shift pattern: 4 on, 4 off including days, nights and weekends.

The GSOC Lead Operator plays a critical role in safeguarding Meta's business, brand, and employees across the EMEA region. This position is responsible for identifying, analyzing, and supporting all incidents - both actual and potential - that may impact operations. The Lead Operator ensures effective communication of incident information to the Duty Security Manager and leads a team of Shift Operators in monitoring, response, and operational readiness. This role is pivotal in supporting regional and field teams through all phases of incident management, from preparation to recovery.

Responsibilities include but are not limited to:

• Collaborate with the Duty Shift Manager to ensure shift compliance and operational readiness.
• Complete daily shift setup, including written and verbal handovers, confirmation of operational chat updates, and review of Meta and Vendor Noticeboards.
• Assume Duty Shift Manager responsibilities in their absence.
• Identify and communicate team development opportunities and training needs.
• Oversee and participate in the response to routine and emergency calls, monitoring of alarms and video equipment, and provision of general assistance to employees and guests.
• Supervise the dispatch of security officers, ERT, facilities, police, fire, and EMS personnel as required.
• Ensure operational review of all documents within the Global Security Operational Resources (GSOR) to prepare the team for incident response.
• Communicate incident updates to key stakeholders and escalates as necessary.
• Review all outward incident communications and escalates to the Duty Shift Manager when appropriate.
• Inform the Duty Security Manager immediately of any missing, damaged, or inoperative equipment or systems.
• Oversee and update all GSOC and team shift audits.
• Work with Global Site Leads and Team Leads to facilitate cross-departmental collaboration within the physical security team.
• Control and monitor two-way communication systems, ensuring prompt and effective response to all events and situations.
• Collaborate with the Duty Shift Manager on position-related projects, with responsibilities ranging from consulting to project ownership.

Special Skills and Attributes include:

• Advanced proficiency in computer hardware and software.
• Exceptional verbal, written, and customer service skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently with minimal supervision and as part of a team.
• Excellent multitasking skills and attention to detail.
• Calm, logical, and professional demeanor under pressure.
• Strong decision-making skills in both crisis and non-crisis situations.
• Ability to handle highly confidential information with discretion.
• Clear communication and guidance skills, especially during emergencies.
• Effective collaboration with all levels of leadership.
• Second language skills are highly desirable.

Desirable Experience and Qualifications:

• Working towards level 3 management qualification or above

Why Join Us?

As a GSOC Lead Operator, you will be at the forefront of Meta's security operations, making a tangible impact on the safety and resilience of our people and assets. You will have the opportunity to lead, innovate, and grow within a dynamic, global team.

Note: This job description outlines the general nature and key features of the role. It is not intended to be exhaustive, and additional duties may be assigned as required.

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie's 84,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.