Security Operations Center Manager

NSOC Manager: Lead, Develop, and Elevate 24/7 Security Operations

The NSOC Manager is responsible for the overall management, performance, and operational effectiveness of the National Security Operations Center (NSOC). This role provides direct leadership to Shift Supervisors and NSOC Specialists while ensuring the NSOC operates efficiently, consistently, and in alignment with GardaWorld standards and client expectations.

The NSOC Manager is accountable for people leadership, operational execution, service quality, and continuous improvement. This position requires a hands-on leader with proven experience managing teams, handling escalations, and driving performance in a 24/7 operational environment.


What’s in it for You

• Competitive Salary: $68,000.00 / year
• Work Site Location: St. Louis, MO
• Set Schedule Monday-Friday, with flexibility to work weekends, be on call, and respond to emergencies.
• Career Growth: Career growth opportunities at GardaWorld

Your Responsibilities

• Operational Management
  • Oversee all NSOC operations to ensure consistent, reliable, and high-quality service delivery.
  • Establish and enforce operational standards, procedures, and performance expectations.
  • Ensure staffing coverage, shift alignment, and workload distribution meet operational and contractual requirements.
  • Serve as an escalation point for critical incidents, client issues, and operational challenges.
  • Maintain readiness and continuity of operations across all shifts.
• People Leadership & Management
  • Directly manage and develop Shift Supervisors; provide guidance, coaching, and accountability.
  • Maintain oversight of NSOC Specialists through the supervisory structure.
  • Set clear expectations for performance, conduct, attendance, and professionalism.
  • Address performance issues through coaching, corrective action, and formal disciplinary processes as needed.
  • Foster a culture of accountability, professionalism, and teamwork.
• Performance Management & Talent Development
  • Lead performance management processes, including goal setting, evaluations, and development planning.
  • Identify high-potential employees and support succession planning within the NSOC.
  • Partner with HR on hiring, onboarding, performance improvement plans, and employee relations matters.
  • Promote employee engagement, retention, and professional growth.
• Quality Assurance & Customer Service
  • Ensure all NSOC activities meet or exceed service-level agreements and quality standards.
  • Monitor operational metrics, event handling accuracy, and customer service outcomes.
  • Address trends or recurring issues impacting service quality or client satisfaction.
  • Act as a point of contact for client escalations and service concerns as required.
• Process Improvement & Compliance
  • Evaluate existing procedures and workflows to identify opportunities for efficiency and improvement.
  • Lead or support the development, documentation, and implementation of new processes.
  • Ensure compliance with GardaWorld policies, audits, and regulatory requirements.
  • Maintain accurate documentation and reporting for operational and compliance purposes.
• Collaboration & Strategic Execution
  • Partner with senior leadership to execute organizational initiatives and operational strategies.
  • Collaborate with other departments to support enterprise goals and client needs.
  • Communicate operational performance, risks, and improvement opportunities to leadership.
  • Support change management efforts and reinforce consistency across shifts and teams.
• Reporting & Accountability
  • Track and report on operational performance, staffing trends, and key metrics.
  • Use data to inform decisions, staffing plans, and improvement initiatives.
  • Ensure transparency and accountability at all levels of NSOC operations.

Your Qualifications

• 2–4 years of demonstrated people-management experience, preferably in a security operations, command center, call center, or 24/7 operational environment.
• Proven experience managing supervisors and frontline staff.
• Strong leadership, decision-making, and escalation management skills.
• Excellent communication, coaching, and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong understanding of operational workflows, quality assurance, and performance management.

• Hands-on Approach
• Problem Solving
• Strong Communication, both written and oral
• Relationship Management
• Ethical Practice
• Resilience

Ideal Skills, Characteristics, & Experiences:

• Result-oriented and people-oriented, balancing business considerations
• Process-driven mentality
• Highly organized
• Self-motivated with a high sense of urgency
• Stable, progressive work history
• Excellent communication skills
• Acts with integrity
• Resilient and adaptable
• Ability to develop relationships at all levels