SOC Manager

Pinkerton; México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading company is seeking a SOC Manager to oversee operational and administrative support for a major global client. The role involves managing service logistics, scheduling, and reporting on security-related services. Candidates should have a Bachelor's degree and significant experience in dispatch communications or security. Strong communication and decision-making skills are essential, along with the ability to work in high-stress situations.

Formación

• 5 years of experience in dispatch communications, SOC, or security-related roles.
• CPR/AED certification required.

Responsabilidades

• Oversee operational and administrative support functions.
• Manage service logistics and workflows.
• Track and report assignment/project results.

Conocimientos

Customer service skills

Effective communication

Attention to detail

Decision-making

Educación

Bachelor's degree

Herramientas

Microsoft Office

Descripción del empleo

Overview

170+ Years Strong. Industry Leader. Global Impact.At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to joinour family of industry subject matter experts.

The SOC Manager, assigned to one of Pinkerton’s largest global clients, will oversee operational and administrative support functions. This role manages service logistics, communicates and manages associated workflows, schedules Agents, tracks and reports assignment/project results, and assist in the successful delivery and execution of security-related services.

Responsibilities

• Represent Pinkerton’s core values of integrity, vigilance, and excellence.
• Coordinate services and provide operational and administrative support needs.
• Answer calls as needed to assist with scheduling, dispatching, and reporting requested services.
• Manage associated workflows and assign agents to specific tasks as needed.
• Communicate assignment expectations to all involved parties.
• Ensure deadlines for scheduling, dispatching, and related record audits are met.
• Track and report scheduling results.
• Send schedules to requesting individuals/teams.
• Receive and document scheduling information as directed.
• Monitor scheduling results in real time.
• Detect and prevent scheduling deviations by directly contacting agents and/or field supervisors via phone or other systems.
• Reconcile scheduling and time records, including real-time changes and entries.
• Track, collect, and report additional metrics as assigned.
• Prepare weekly, bi-weekly, and any additional reports requested for special projects.
• Process and prioritize emergency and non-emergency assistance requests and respond accordingly.
• Enter, update, and retrieve information from multiple computer systems.
• Process and maintain various files, records, reports, and forms.
• Draft incident and quality reports based on direct interaction/participation in events if necessary or as directed.
• Maintain a deep knowledge of and adhere to emergency procedures, dispatch procedures, and executive response procedures.
• Track metrics, data entry, and electronic reporting.
• Support all department and company objectives and goals.
• Assist in planning and developing new secured spaces.
• Manage and audit access levels and controls for secured spaces.
• Manage incidents and report to senior management.
• Develop standard operating procedures for secured spaces.
• Train new employees in Protective Services and the secured spaces team.
• All other duties, as assigned.

Qualifications

Bachelor's degree and at least of five years of dispatch communications, SOC, and/or security-related experience with knowledge of training security procedures.

• CPR/AED certification.
• Customer service skills, preferred.
• .Able to manage multiple tasks/projects with competing deadlines and priorities.
• Able to carry out responsibilities with little or no supervision in a fast-paced environment.
• Effective written and verbal communication skills at all organizational levels and with external client representatives.
• Attentive to detail and accuracy.
• Able to adapt as the external environment and organization evolve.
• Maintain the highest level of professional appearance and behavior.
• Serve as an effective team member.
• Maintain high ethical standards and proven ability to handle highly confidential and sensitive information with discretion and diplomacy.
• Able to lead with sound judgment and decision-making ability.
• Able to analyze, act decisively, prioritize appropriately, and remain calm in emergency situations.
• Able to build and maintain business relationships with construction teams, vendors, and external security partners.
• Computer skills: Microsoft Office.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking.
• Ability to work outside regular business hours, as needed, to ensure secure and safe operations.
• Possible exposure to high-stress situations and emergencies.
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.