Manager, Dedicated Operations Center/Command Center
McLean, VA
Full Time
Manager/Supervisor
Company Overview
Global Guardian protects and delivers employees and families from political, environmental, and bad actor threats worldwide. We are a leading provider of emergency medical and security solutions for corporations and individuals. Our 24/7 Operations Centers in McLean, VA and Charlotte, NC, identify, monitor, and respond to threats and emergencies with on-the-ground teams in over 100 countries. Our world-class professionals have extensive intelligence community experience, military special operations, and federal law enforcement. Founded over ten years ago by a Delta Force Sergeant Major and an Army Special Forces Colonel, we are a values-based organization focusing on a camaraderie, service, and excellence culture. We have managed crises in the worst environments in the world, and we know how to act fast to provide unmatched service for our clients. Global Guardian is an investor-backed, high-growth company that offers employees growth opportunities within the organization.
Position Summary and Objective
Global Guardian is seeking a dedicated and detail-oriented Manager, Dedicated Operations Center for a Client in McLean, VA. This role will be responsible for overseeing the day-to-day operations of the Command Center/GSOC, ensuring 24/7 coverage and response capabilities. This pivotal role requires a seasoned professional with a deep understanding of industry best practices as it relates to customer service, alarm response and video review, threat intelligence, travel safety and security, emergency management, and escalations. The GSOC Manager will lead a team of analysts and supervisors to maintain the highest standards of preparedness, response, and recovery capabilities across all regions. This position will act as a trusted and respected member of the GSOC during crisis scenarios.
The Manager of the Command Center/Global Security Operations Center (GSOC) serves as the operational lead for the fully managed 24 x 7 x 365 Command Center supporting Success Academy (SA). The role functions as the primary client facing authority responsible for incident intake, triage, escalation, monitoring, and resolution across designated SA locations.
Essential Functions and Responsibilities
- Primary point of contact and direction for all Global Guardian operations personnel and is responsible for overseeing the Command Center.
- Oversee the core operational and intelligence functions of the Command Center, including but not limited to (Operations) the intake, triage and response for incident calls according to established SOPs, monitoring of responses through resolution, etc.; (Intelligence) the collection, quality control, training, and delivery of Command Center intelligence products.
- Manage and provide quality control over the production of the Daily Briefs.
- Serve as the subject matter expert (SME) and reference point for Command Center analysts.
- Manage all staff in accordance with established Global Guardian and Success Academy policies and guidelines.
- Direct activities to ensure that the Command Center provides support for the threat rating database, threat alert system, and business intelligence services in addition to any client proprietary systems, security databases, and other intelligence monitoring systems.
- Liaise and manage relationships with all relevant SA internal and external stakeholders.
- Administer and control the schedule of the Command Center staff, including other administrative and resource management responsibilities delegated by the Deputy Director.
Competencies and Attributes
- Alignment with Success Academy’s principles of corporate culture and goals (see Appendix).
- Excellent verbal and written communication; foreign language skills a plus.
- Strong relationship management skills.
- Experience managing complex projects.
- Ability to manage geographically dispersed teams and de-escalate situations effectively.
- Ability to maintain composure in dealing with authorities, executives, clients, staff, and others under pressure.
- Ability to manage multiple tasks concurrently.
Qualifications and Education
- Five to seven years of global security, surveillance, and counter-surveillance operations experience, or a related field.
- Senior-level experience working in a GSOC.
- Experienced in use of OSINT intelligence and investigative tools.
- Bachelor’s degree required; Graduate degree preferred.
- Crisis management experience preferred.
- Demonstrated personal and physical security management experience.
- Analytical and data manipulation experience, using data quickly to make decisions.
Position Type and Schedule
- This is full-time, in-person located in McLean, VA.
- Salaried, exempt professional.
- 24/7 availability to the client while on a task.
- May require domestic travel.
Work Environment and Physical Demands
Reasonable accommodation requires the physical and mental capacity to perform all essential functions effectively. In addition to other demands, the demands of the job include:
- Exposure to stressful situations, such as challenging individuals or high-alert security issues.
- Rapid and effective decision-making during crises.
- Exposure to sensitive and confidential information.
- Regular computer usage.
- Close and distance vision and ability to adjust focus.
- Frequent sitting and standing.
- 24/7 availability to the client while on a task.
- We are hyper-responsive
- We find a way to “yes”
- We do what we say
- We work as a team
Equal Opportunity Employer Statement
Global Guardian is an equal opportunity employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status, or genetic information. If you need reasonable accommodation regarding the application process, do not hesitate to contact [email protected].
Appendix: Success Academy
Success Academy is a high-performing network of public charter schools in New York City, known for rigorous academics, structured classrooms, and a mission to empower children from all backgrounds to succeed. One of the most important elements of a successful work experience with Success Academy is alignment with its culture.
At Success Academy, every employee strives to show ETHOS: excellence, team, humor, ownership, scholars (putting kids first). These five principles drive everything we do as an organization and fuel our success. It is who we are as an enterprise. And who we are is what we do.
Alignment with the culture and values of Success Academy is a key characteristic of a successful candidate. These will be discussed with candidates during the interview process.
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