GSOC Manager

Who We Are Looking For

The GSOC Manager is responsible for the overall leadership, performance, readiness, and continuous improvement of a client-dedicated, 24/7 Global Security Operations Center.

The Manager maintains accountability for the health of the program across people, operations, performance, staffing, training, quality, and client service.

This position directly leads frontline leadership and other assigned personnel while serving as a primary Crisis24 management partner to authorized client stakeholders.

The ideal candidate is an experienced people and operations leader who can balance strategic and administrative responsibilities with a visible and engaged presence in day-to-day operations.

The Manager must maintain sufficient knowledge of frontline functions, systems, procedures, and challenges to effectively develop personnel, assess performance, manage risk, and drive sustainable operational improvement.

Due to confidentiality requirements, specific client information, systems, locations, and operational procedures will be provided only as appropriate during the hiring and onboarding process.

Essential Functions



* Maintain overall accountability for GSOC operations, service delivery, operational readiness, and adherence to established client and Crisis24 requirements, promoting consistent execution across all shifts.


* Maintain sufficient familiarity with frontline workflows, systems, procedures, and operational requirements to effectively assess performance, identify risk, support decision-making, and remain connected to day-to-day operations.


* Provide management oversight and decision support during significant, complex, sensitive, or escalated incidents, ensuring appropriate leadership /stakeholder involvement, communication, follow-through, and post-incident review.


* Directly manage, coach, and develop Team Leads and other assigned personnel, establishing clear expectations for leadership presence, employee engagement, communication, accountability, quality, training, and effective shift execution.


* Conduct regular 1:1s, performance discussions, development planning, and formal performance-management activities, addressing capability, conduct, attendance, or performance concerns through appropriate coaching , development, corrective action, or Human Resources processes.


* Maintain awareness of employee engagement, workload, morale, retention, and readiness while promoting a professional, respectful, accountable, and team-focused work environment.


* Maintain oversight of staffing and leadership coverage across the 24/7 operation, partnering with Recruiting and appropriate leadership on workforce planning, candidate selection , hiring, onboarding, retention, and succession needs.


* Review operational performance, incident trends, quality results, staffing, training readiness, and other relevant program indicators to identify risks, recurring issues, capability gaps, and opportu...