Security Operations Center Lead

Walden Security; Knoxville (TN); On-site; USD 22,000 - 31,000; Full time

Job summary

Walden Security seeks a Security Operations Center Lead to manage the second shift at Knoxville, 3pm-11pm, Monday through Friday. You will supervise officers, monitor CCTV and alarms, and coordinate dispatches, ensuring operational efficiency and safety across client sites.

The role requires strong problem-solving, communication, and leadership skills, with adherence to post orders and security protocols in a fast-paced environment.

Qualifications

• Requires ability to lead second shift operations and supervise security officers.
• Must be able to monitor cameras and alarms and dispatch calls.
• Excellent communication and problem-solving skills required.
• Ability to work 3pm-11pm, Monday to Friday, in a 24/7 operations environment.
• Strong adherence to post orders and security procedures.

Responsibilities

• Lead and supervise the second shift of security officers, including Rover Patrol.
• Monitor cameras and alarms; dispatch routines via telephone and radio.
• Provide general assistance to employees, vendors, and guests; address operational issues.
• Ensure compliance with KUB post orders and expectations; communicate incidents to leadership.

Skills

Problem Solving

Technical Skills

Customer Service

Interpersonal Skills

Oral Communication

Written Communication

Diversity

Ethics

Organizational Support

Judgement

Professionalism

Quality

Safety and Security

Adaptability

Attendance/Punctuality

Dependability

Education

High School diploma or GED

Criminal background check and drug test

1+ year of customer service experience

SOC/GSOC or security/dispatch experience

Experience in crisis management, physical security, or loss prevention

Alarm monitoring experience

Mass notification tools knowledge

Tools

Mass notification tools

Job description

Security Operations Center Lead needed in Knoxville 3pm-11pm Monday-Friday

The SOC Lead will lead the entire second shift operation at KUB. The SOC Lead supervises and provides direction to the second shift of security officers, including the Rover Patrol position. The SOC Lead serves as the primary on shift leader for second shift, ensuring officers are performing their duties, addressing operational issues, and maintaining compliance with KUB post orders and expectations.

Summary

Our Security Officers protect the Industrial or commercial property of our clients against fire, vandalism, and illegal entry. Our clients range from Class-A Office Buildings, Luxury Residential Properties, Distilleries, Fortune 500 Companies, Financial Institutions, telecommunications, manufacturing/industrial factories, Hospitals, and many others. The successful candidate will be a problem solver, possess critical thinking skills, and be detail-oriented. This position is responsible for best practices for communicating information surrounding those incidents to leadership as appropriate. The lead will monitor cameras and alarms, dispatch associated calls via telephone and radio, and provide general assistance to both employees and guests.

The lead is responsible for answering routine and emergency calls, monitoring alarms and video equipment, including video alarms, door alarms, and duress alarms, and providing general assistance to employees, vendors, and guests

Competency

• Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and developmentopportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to otherswithout interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens andgets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varieswriting style to meet needs; Presents numerical data effectively; Able to read and interpret writteninformation.
• Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences. Educates others on the value of diversity, promotes a harassment- free environment, and builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrityand ethically; Upholds organizational values.
• Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values; Benefits the organization through outside activities; Supports affirmative action and respects diversity.
• Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgement; Supportsand explains reasoning for decisions; Includes appropriate people in decision-making process; Makestimely decisions.
• Professionalism – Tactfully approaches others; Reacts well under pressure. Treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality;Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyondguidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; adapts to new product introduction, emergent business needs, and business evolution.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are coveredwhen absent; Arrives at meetings and appointments on time.
• Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. Goal and detail-oriented.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Therequirements listed below are representative of the knowledge, skill, and/or ability required. Reasonableaccommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School diploma or General Education Degree (GED)
• Ability to pass a criminal background check and drug test
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Minimum of 1 year of customer service experience.
• It is preferred to have a minimum of 1+ years of experience in a physical Security Operations Center (SOC), a GSOC, or experience in security and/or law enforcement positions or dispatch centers.
• Requires a year of related experience in any of the following categories: crisis management, physical security, critical infrastructure protection, risk controls, or loss prevention.
• Experience in alarm monitoring
• Have a working knowledge of mass notification tools.
• Ability to rapidly analyze large amounts of information while maintaining composure during high-stress circumstances.
• Be prepared to work in a 24/7 operations center on a designated shift where you have the flexibility to cover extra hours as needed.
• Prior camera and/or alarm integrator experience is a plus.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos using the Englishlanguage.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations, respond to questions from groups of managers, clients, customers, other employees of the organization, and the general public.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, ordiagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

• Ability to type at least 45 wpm.
• Proficient in Microsoft Windows 10 and Microsoft Office Products, including Outlook.

Certificates, Licenses, Registrations

Valid Driver's License

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, the ability to adjust focus, and the ability to see and distinguish basic colors.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may bemade to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.

Other Tasks

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Pay Rate

$19 - $19 USD

We offer every employee — from executive managers to administrative support to security professionals — unique and generous benefits, as well as opportunities for career growth.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Walden Security’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.