Manager, Security Operations Center

• Direct and oversee 24/7 SOC operations, ensuring timely and effective response to emergencies and incidents involving police, medical, and environmental hazards.
• Supervise, schedule, and evaluate a team of dispatchers; maintain adequate staffing and ensure compliance with university and regulatory standards.
• Oversee onboarding, training, and certification programs for personnel, including APCO Telecommunicator, CPR/AED, and EMD. The SOC Manager will also serve as the agency's Assistant Terminal Agency Coordinator (ATAC).
• Maintain and improve the SOC's use of systems, including Computer Aided Dispatch (CAD), alarm management, access control, CCTV, digital Emergency Medical Dispatch, and mass notification platforms.
• Coordinate closely with GWPD, EMS, Emergency Management, Facilities, Student Affairs, and external public safety agencies to facilitate seamless communications and response.
• Develop, update, and enforce SOC standard operating procedures (SOPs) aligned with industry best practices (APCO, NENA, FEMA).
• Lead after-action reviews, performance evaluations, and quality assurance initiatives.
• Manage SOC-related technology upgrades and vendor relationships in partnership with IT and the SOC Coordinator.
• Developing long-term strategies for SOC modernization, resilience planning, and integration of emerging technologies.
• Maintain compliance with local, state, and federal communications regulations and certification.
• Maintains records and databases updated and in accordance with university and local laws.
• Ensures that relevant data, practices, policies, and procedures are followed.
• Communicates courteously and professionally and maintains working relationships with others in carrying out job functions.
• Resolves outside inquiries, complaints, and requests in a timely and professional manner.
• Maintains professional competence and stays abreast of trends and innovations. Attends training, conferences and meetings and reviews relevant literature.
• Manages the workflow for physical safety and security assessment, implementation, and coordination across teams including Campus Safety, GW IT, vendors, and other stakeholders.
• Serve on a rotating on-call schedule during non-business hours and holidays.
• Respond to emergencies during non-business hours and holidays.
  
  

• Successful completion of required evaluations, including a drug screening, psychological assessment, and background check, as approved by the George Washington University Police Department.
• Successful completion of Association of Public-Safety Communications Officials (APCO) Emergency Medical Dispatch (EMD), CPR/AED, Public Safety Telecommunicator (PST) and Communications Center Supervisor (CSC) trainings within the first 120 days of employment.
• Must be available to work rotating shifts.
• Must be responsive to after-hours calls from associates and other colleagues.

• The ability to perform work with a high degree of concentration and judgment in fast-paced, emergency situations.
• Supervisory experience in leading teams of 10 to 20 personnel and demonstrated success in accomplishing organizational goals/objectives is desired.
• The ability to work independently to prioritize work requests, as well as establishing and maintaining effective working relationships with superior and subordinate personnel.
• Experience managing unionized personnel and/or student staff is preferred.
• Completion of APCO Public Safety Telecommunicator & Emergency Medical Dispatcher (EMD) certification, NCIC/Wales certification, and CPR/AED certification is desired.
• The ability to provide leadership to and motivate employees.
• Familiarity with alarm management systems, CAD systems, CCTV platforms, emergency phone systems, and radio communications equipment is preferred.
• Knowledge of NIMS/ICS and FEMA standards (completion of ICS 100, 200, 700, 800) is desired.
• Previous experience in a higher education, campus safety, or urban public safety setting is preferred.
• Verbal and written communication skills sufficient to effectively present information and respond to questions from a wide variety of audiences and draft reports and communications, and reading comprehension skills sufficient to read, understand and interpret varied work-related materials.
• Knowledge of data practices, laws and ability to maintain the highest confidentiality when dealing with sensitive or private information.
• The ability to communicate tactfully and courteously with the community.
• Interpersonal skills sufficient to exchange and/or convey information, receive work direction, and maintain effective working relationships.
• Experience implementing technology-driven solutions in public safety is desired.
• Demonstrated ability to lead change and foster a culture of continuous improvement.

How is pay for new employees determined at GW?

The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.