SOC Dispatch Manager - Global Tech Client

About the role

Allied Universal, a security and facility services company, is hiring a Security Operations Center (SOC) Dispatch Manager in San Francisco to lead a 24/7 security dispatch operation serving a fast-paced, technology-driven client. The manager oversees the team that receives, prioritizes, dispatches, documents and escalates security incidents, alarms and calls for service, develops SOC personnel, strengthens operating procedures and coordinates with field security teams, emergency responders and key stakeholders.

Key responsibilities

• Lead daily 24/7 SOC dispatch operations, including staffing, shift readiness, emergency communications and service delivery.
• Coach, train, evaluate and develop dispatch personnel, setting clear standards for performance, decision-making, communication and accountability.
• Oversee the intake, triage, dispatch, documentation, escalation and tracking of routine and critical security incidents.
• Develop and improve SOPs, dispatch protocols, escalation procedures, emergency notification processes and response playbooks.
• Serve as escalation point during critical incidents, coordinating with field security, client stakeholders, law enforcement, fire/EMS and other responders.
• Oversee the use of CCTV, access control, alarm monitoring, radio/telephone, incident management, mass-notification and dispatch technologies.
• Monitor response times, incident documentation, call quality and other KPIs, run quality reviews and implement training and corrective actions.
• Support emergency drills, tabletop exercises, after-action reviews and continuous improvement.

Required profile

• High school diploma or equivalent.
• At least 3 years of experience in security operations, SOC/GSOC operations, emergency dispatch, public safety communications, law enforcement communications, military operations or a comparable command-center environment.
• At least 3 years of supervisory or leadership experience in a fast-paced operational environment.
• Experience receiving, prioritizing, dispatching, documenting and escalating security or emergency incidents.
• Experience coaching, training and evaluating employees and driving accountability.
• Experience developing or improving SOPs, dispatch protocols, emergency communications, escalation procedures or operational standards.
• Ability to stay calm, maintain situational awareness and make sound decisions during critical incidents, and to support a 24/7 operation including after-hours escalation.
• Must meet applicable state and local licensing requirements.

Required skills

• Strong knowledge of physical security operations and technologies: CCTV/video surveillance, access control, alarm monitoring, radio communications and incident-management systems.
• Strong written and verbal communication skills.
• Preferred: experience with Genetec, SureView, Ontic, Everbridge, ServiceNow or similar security, monitoring, communications and incident-management tools; experience establishing KPIs and quality-assurance standards; experience leading a SOC, GSOC, EOC, PSAP/911 center or similar 24/7 operation.

What we offer

• Salary range of $120,000-$140,000.
• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance.
• Eight paid holidays, five sick days and four personal days.
• Vacation accrued at 3.08 hours per two weeks, paid out only where required by law.