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 and shift supervisors; maintain adequate staffing and ensure compliance with university and regulatory standards.
• Oversee onboarding, training, and certification programs for dispatcher personnel, including APCO Telecommunicator, CPR/AED, 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), access control, CCTV, digital Emergency Medical Dispatch, and mass notification platforms.
• Coordinate closely with GWPD, EMeRG, Emergency Management, Facilities, Student Affairs, and external public safety agencies to ensure seamless communications and response.
• Develop, update, and enforce SOC standard operating procedures (SOPs); ensure alignment 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.
• 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.

• Successful completion of a physical, drug screen and mental examination, which has been approved by the George Washington University Police Department.
• Successful completion of Association of Public-Safety Communications Officials (APCO) Emergency Medical Dispatch (EMD) 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 - 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 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 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.

• Commitment to GW's values
• Intellectual, professional and a person of integrity
• Honest, with the highest ethical standards
• Passionate, collaborative, strategic, and smart with a hands-on, roll-up-the-sleeves orientation
• Ability to work independently. Self-starter; hard worker. Takes initiative; very high energy
• Personally accountable. Assumes ownership, control and accountability for all areas of responsibility and commitments made to others
• Sincere, open, and direct communicator. Puts organizational interests above self-interests and is comfortable expressing candid opinions
• Highest levels of responsiveness
• Combination of strong intellect that is combined with a practical and realistic common sense understanding of how to get things done
• Ability to demonstrate initiative, a strong desire to succeed and exert the extraordinary effort often required
• Ability to work in a fast-paced, high-growth, entrepreneurial environment
• Ability to work with faculty and staff in a respectful way
• Establish trust and credibility with institutional leadership and across the University
• Seeks "win-win" solutions to help foster continued integration and collaboration
• Flexible and receptive to change; and
• A positive "can-do" attitude

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.