Description

Job Description

Security Operations Center Shift Lead

Physical security operations center • Santa Monica, California

Location

On-site - Santa Monica, California

Employment type

Full-time, non-exempt (hourly). Dedicated to one client account.

Pay range

$37.50 - $40.50 per hour

Entity

M1 Global - part of the Specialized family of brands

The Role

You run the shift. Two operators work the console with you and you carry no routine queue of your own - you own the escalation calls, you quality-check documentation before shift close, and you conduct the turnover the next shift depends on.

The no-queue rule is the point of the seat. Supervision is most valuable at exactly the moment volume spikes, and a supervisor working the queue has already stopped supervising by then.

Coaching happens in the moment. When a record fails your check it is corrected before the shift ends, not the following morning.

Key Responsibilities

Shift Command
• Run the shift. Set priorities, balance load across the console, and reassign as events develop.
• Own escalation decisions on shift and make them against defined criteria.
• Coordinate the console response during declared incidents and crisis activations.
• Hold the minimum staffing standard and notify up immediately if the shift falls below it.

Documentation Quality
• Quality-check every priority-one and priority-two record before shift close, and see that a failed record is corrected before the shift ends.
• Review documentation against the published standard rather than against personal preference.
• Conduct the shift turnover to a documented standard - open incidents, system status, outstanding tickets, staffing status and watch items.

Operator Development
• Coach operators in the moment on console technique, radio discipline, escalation judgment and documentation.
• Document coaching and development activity so progress is visible.
• Identify where a recurring defect is a training, procedure or staffing problem rather than an individual one, and raise it.

Interfaces
• Serve as the console point of contact for on-site guard vendors and local security teams during the shift.
• Own the operations side of the handoff from the intelligence function - acknowledgement, action taken and closure.
• Follow post orders and procedures as written, and flag where they no longer match reality.

Required Qualifications
• Experience: Five or more years in a command center or dispatch environment, including two years in a lead or supervisory capacity.
• Console skill: Everything required of an Operator - multi-screen console operation under load, radio discipline, concurrent documentation, video verification and de-escalation.
• Incident command: Practical incident command and escalation judgment under simultaneous load.
• Review: Demonstrated review of other people's documentation against a defined standard.
• Coaching: Willingness and ability to correct someone's work in the moment, clearly and without theater.
• Certifications: Mass notification and visual command platform operator certification, plus CPR, First Aid and AED - held at hire rather than earned on the account, and maintained current as a condition of continued assignment.
• Education: High school diploma or equivalent. Post-secondary education preferred but not required.
• Availability: Able to work any shift in a 24/7/365 operation, including nights, weekends and holidays.
• Eligibility: Authorized to work in the United States. Able to pass background, drug and client-required security screening.

Preferred Qualifications
• Certifications: APCO or NENA public safety telecommunicator training. Emergency Medical Dispatch. ASIS Physical Security Professional (PSP).
• Platforms: Prior experience with an enterprise access control platform (LenelS2 OnGuard or comparable) or video management system (Milestone or comparable).
• Background: Prior shift supervision in a corporate global security operations center or a multi-site command center.
• Languages: Professional working proficiency in a second language.

Key Competencies

Shift Command

Escalation Judgment

Documentation Review

Incident Coordination

Operator Development

Turnover Discipline

Radio Discipline

Composure Under Load

Accountability

Work Environment
• On-site at a client security operations center in Santa Monica, California. This is an embedded role - you work inside the client's operation, in their systems and their workspace, under M1 Global.
• 24/7/365 operation on eight-hour shifts, three per day on a rotating cycle. Shift assignment includes nights, weekends and holidays.
• You supervise two Operators on shift. The one-to-two ratio is maintained at all hours and is not flexed to cover a gap.
• You carry no routine queue. The seat exists to supervise, and that is protected.
• Shift documentation quality is sampled monthly against a published rubric, with results returned to you.
• Schedule construction, call-out coverage and relief staffing are handled by M1 Global's Fusion Centers, which support every M1 Global contract. You are not asked to find your own relief.
• M1 Global is the employer of record. You are assigned to a single client program and work on no other M1 Global account.
• Employment is contingent on background, drug and client-required security screening. Authorization to work in the United States is required; visa sponsorship is not available for this position.

Compensation

$37.50 - $40.50 per hour

The posted range is the pay scale M1 Global reasonably expects to pay for this position, published in accordance with California Labor Code section 432.3. Actual placement within the range depends on experience and credentials held at hire. This position is non-exempt and eligible for overtime under California law. Compensation includes M1 Global's standard employee benefits package.