ESOC Assistant Manager

Location: Denver, Colorado

Pay: $90,000 - $93,000

Job Summary:

The Enterprise Security Operations Center (ESOC) Assistant Manager supports the daily operations of the ESOC with a strong emphasis on personnel training, technical system expertise, and operational continuity. This role serves as a subject‑matter expert in access control, video management, and notification platforms while assisting leadership with staff development, quality assurance, and incident escalation. The Assistant Manager plays a critical role in maintaining operational readiness, technical excellence, and workforce capability within a 24/7 security operations environment.

30%: Operational Support & Shift Oversight

• Support ESOC daily operations to ensure uninterrupted 24/7 monitoring across all shifts.
• Act as the senior operational lead during assigned shifts, serving as the escalation point for supervisors and agents.
• Assist with staffing coverage, schedule coordination, and real‑time operational decision‑making.
• Ensure adherence to SOPs, service level expectations, and client requirements.

25%: Training, Coaching & Professional Development

• Lead new‑hire onboarding, system training, and job qualification for ESOC personnel.
• Develop, deliver, and maintain refresher training programs focused on incident response, systems usage, and situational awareness.
• Conduct quality assurance reviews, call monitoring, and system audits to identify training gaps.
• Partner with the ESOC Manager and Learning & Development teams to update SOPs, training materials, and job aids
• Coordinate process reinforcement training (Hip Pocket Training) focused on perishable skills.

20%: Technical Systems Expertise & Administration

• Provide support for access control software, with an emphasis on Lenel OnGuard administration and troubleshooting.
• Provide operational support for video management systems (VMS), alarm monitoring platforms, and call tree notification software.
• Support system testing, upgrades, and validation activities in coordination with NSS National Technology team, IT and vendors.

15%: Incident Support & Escalation Management

• Support and assist with security incident response, escalation, and coordination.
• Ensure incidents are properly documented, categorized, and escalated per SOP.
• Assist with after‑action reviews, root‑cause analysis, and corrective action tracking.
• Serve as acting ESOC Manager when assigned or during leadership absence.

10%: Reporting, Documentation & Continuous Improvement

• Assist in producing operational reports, system usage metrics, and training performance data.
• Maintain training records, certifications, and compliance documentation.
• Identify opportunities for process improvement, automation, and operational efficiency.

Education: Bachelor's degree in a related field or equivalent work experience.

Work Experience:

• Experience working within a SOC, GSOC, or ESOC environment.
• Hands‑on experience with access control systems, video surveillance, and alarm monitoring platforms.
• Operational experience supporting incident response and emergency management.
• Experience training, mentoring, or coaching security operations personnel.

Licenses/Training:

• Ability to pass any company or state‑required training or licensing requirements.

Preferred:

• Prior supervisory or lead experience within a SOC/ESOC environment.
• Enterprise‑level access control administration experience.

Skills:

• Proficiency in Lenel OnGuard access control systems.
• Working knowledge of video management systems (e.g., Genetec, Milestone, Avigilon).
• Experience with call tree, mass notification, or crisis communications platforms.
• Strong instructional, coaching, and mentoring skills.
• Excellent analytical, problem‑solving, and communication abilities.
• Ability to work under pressure in a 24/7 operational environment.