Supervisor-Security Operations Center

Salary range is $74,000 to $160,000 a year with a midpoint of $117,000. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance discount.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Inclusive Reproductive Health Support Services.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:

The Security Operations Center (SOC) Supervisor provides leadership, operational oversight, and coordination for a 24-hour operations center supporting security, safety, emergency response, and customer service and dispatch functions as required by operational needs. This position is responsible for supervising daily SOC activities, performing or directing dispatch operations when necessary, guiding real time decision making, and ensuring effective incident management in alignment with established policies, procedures, and best practices.

The SOC Supervisor exercises sound judgment and critical thinking to direct response efforts during routine operations and high risk or high stress incidents, ensuring timely communication, accurate information flow, and coordinated action among SOC personnel, field resources, internal departments, and external partner agencies. This role supports operational continuity by monitoring performance, managing resources, and addressing emerging issues that impact safety, security, and service reliability. During emergencies and high-risk incidents, the SOC Supervisor may assume direct dispatch authority, including call-taking and resource deployment, to ensure immediate control, continuity of operations, and effective incident response.

In addition, the SOC Supervisor promotes accountability, professionalism, and compliance by providing staff direction, coaching, and support; reinforcing information integrity and confidentiality standards; and fostering a collaborative, customer focused operational environment. Through effective leadership and situational awareness, the SOC Supervisor helps protect people, property, and assets while supporting a safe, secure, and reliable transit system.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Provide operational leadership, guidance, and decision-making within the Security Operations Center (SOC) during assigned shifts in a 24/7 mission-critical emergency communications environment.
• Supervise and coordinate the day-to-day activities of SOC staff, including staffing levels, shift coverage, workload assignments, and shift briefings.
• Exercise sound judgment to make critical operational decisions in dynamic, high-pressure situations with limited information and resources, adapting to rapidly changing conditions.
• Oversee the handling of emergency and non-emergency calls, radio traffic, and digital communications, and directly perform dispatch and call-taking functions during emergencies, critical incidents, staffing shortages, or elevated operational demand to ensure timely and coordinated response when necessary.
• Ensure proper triage, prioritization, and dispatch of security and internal response resources.
• Direct real-time monitoring of security systems, including CCTV, access control, alarms, and radio communication networks.
• Validate incident detection, categorization, escalation, documentation, and reporting in accordance with established standards.
• Coordinate incident and emergency response activities with SOC staff, field security resources, Sound Transit Public Safety, internal departments, and external public safety agencies.
• Gather, analyze, prioritize, and disseminate operational information and intelligence to support situational awareness and informed decision-making.
• Provide real-time coaching, guidance, and decision support to staff during routine operations and major incidents and assume direct call-taking or dispatch responsibilities when necessary to maintain service levels or incident control.
• Supervise and coordinate the day-to-day operational activities of the SOC staff, including staffing levels, shift coverage, workload assignments, and shift briefings, ensuring adequate dispatch capability during all shift.
• Day-to-day operational activities involving contracted security personnel in accordance with established agreements, policies, and procedures.
• Review and approve incident reports, shift logs, and operational summaries; prepare briefings and reports for leadership.
• Support training, quality assurance, after-action reviews, and continuous improvement efforts related to emergency communications, incident response, and SOC operations.
• Provide operational oversight of SOC technology and systems and coordinate issue resolution with internal teams and vendors.
• Perform administrative duties associated with first line supervision, including scheduling, timekeeping and payroll coordination, performance management and goal setting, resource allocation, quality control, development of plans and procedures, report filing, database updates, correspondence, and creation of operational plans.
• Serve as a delegate on a rotating basis for the Security Operations Center Manager during absences or unavailability.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience: Bachelor's degree in Business, Political Science, Communications, Criminal Justice, English, or related field, and four years of experience in a Security Operations Center, 911/public safety communications center, transit operations center, or similar emergency communications environment; Or an equivalent combination of education and experience. Two years of leadership, budgetary, planning and workforce management experience.

Required Knowledge & Skills:

• Strong knowledge of emergency communications standards, dispatch protocols, and Incident Command System (ICS) / National Incident Management System (NIMS) principles.
• Ability to supervise, coach, mentor, and develop staff in a high-pressure, fast-paced, multitasking environment.
• Proficiency with security and communications technologies, including CCTV systems, access control platforms, CAD/RMS, radio dispatch systems, incident management tools, Microsoft Teams, texting platforms, and notification tools.
• Strong analytical skills and situational awareness to assess rapidly evolving incidents and determine appropriate response actions.
• Ability to exercise sound judgment, work with limited structure or information, and make effective operational decisions.
• Excellent verbal and written communication skills, including the ability to prepare clear, accurate, and detailed operational and administrative reports.
• Ability to communicate effectively in public settings and deliver briefings or presentations to small and medium-sized groups.
• Ability to gather, analyze, and document data using standard office technology, including computers, word processing, spreadsheets, and email applications.
• Knowledge of basic safety, security, and criminal justice concepts.
• Ability to remain calm, focused, and professional in situations involving potential risk to personal safety or the safety of others.
• Ability to resolve interpersonal conflicts effectively and maintain professional working relationships.
• Strong interpersonal skills, including cultural awareness, and the ability to work effectively with individuals from diverse backgrounds.
• Ability to establish and maintain positive working relationships with staff, customers, contractors, and partner agencies, including law enforcement, to promote confidence in the safe and secure delivery of transit services.

Preferred Knowledge and Skills:

• Telecommunicator I and/or Telecommunicator II, or equivalent dispatch certification
• Public Safety Telecommunicator Certification
• Emergency Telecommunicator certification
• Security Operations Center or Emergency Management certifications.
• Customer Service or Crisis Intervention certification
• Completion of the National Incident Management System (NIIMS)/Incident Command (ICS) certification training, ICS-100, ICS-200 and ICS-700
• APCO or NENA Telecommunicator Certification
• Crisis Intervention or De-Escalation Training
• Experience in transit operations, transportation security, or law enforcement communications.
• Experience working with contracted security teams or public safety partner agencies.
• Familiarity with Sound Transit systems, operations, and regional emergency response partners.

Physical Demands / Work Environment:

• Work is performed in a standard hybrid office and field environment.
• Work is performed in a hybrid environment with an expectation of working in office a minimum of 3 days per week.
• Positions working in field may occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, hazardous chemicals, and/or extreme noise.
• Flexibility to work a rotating schedule and shift work to include nights, weekends, and holidays.
• Position is responsible for effectively communicating and coordinating with field personnel via radio or phone to report incidents and relay critical information in real time, respond to emergency calls and provide instructions or support, ensure continuity of operations, and provide customer service. Position is responsible for monitoring surveillance camera feeds and interacting with the Computer Aided Dispatch system. May be subject to hearing, talking and seeing.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.