Security Operations Center Operator Lead

Park Nicollet is hiring a Security Operations Center Lead Operator at Methodist Hospital. The Lead Dispatcher provides advanced operational support within the Security Operations Center (SOC), serving as the primary onshift resource for SOC Dispatchers. This role provides training and direction to SOC Dispatchers to ensure adherence to security policies, standards and procedures, ensuring that the SOC maintains high levels of situational awareness, accuracy, and professionalism. The Lead Operator supports emergency response coordination, technology oversight, quality assurance, and continuous improvement of SOC processes. The Lead Dispatcher supports incident coordination, quality assurance, training, and communication between SOC staff and field Security Officers.

MINIMUM QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • Minimum of two (2) years of experience in security, emergency communications, or public safety telecommunications
    OR

  • Equivalent combination of experience and education

• Licensure/ Registration/ Certification:

  • Valid driver's license

• Knowledge, Skills, and Abilities:

  • Strong knowledge of dispatching, emergency communication, and incident triage

  • Ability to lead, mentor and support SOC dispatchers

  • Proficiency with video management, access control, alarms, and radio systems

  • Strong multitasking, prioritization, and communication skills

  • Ability to remain calm and effective during high stress situations

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • Two (2) years of experience in the HealthPartners Security Operations Center

ESSENTIAL DUTIES:

1. (40%) - SOC Monitoring & Dispatching

• Monitor video management, alarms, access control systems, and communication channels.
• Receive, triage, and dispatch calls for service in accordance with established procedures.
• Maintain situational awareness of all active incidents.
• Support field Security Officers with real-time information and coordination.

2. (30%) - OnShift Leadership & Support

• Serve as the primary resource for SOC Dispatchers during the shift.
• Provide guidance on incident triage, communication standards, and escalation procedures.
• Assist/lead shift handoffs, workload distribution, and operational continuity.
• Ensure adherence to response procedures and standards.

3. (20%) - Training & Quality Assurance

• Assist with onboarding and training of new SOC Dispatchers.
• Provide coaching and feedback on calltaking, documentation, and system use.
• Supports the development and implementation of new and updated procedures/technologies in coordination with the supervisor
• Review incident logs and reports for accuracy and completeness.
• Identify performance concerns and communicate them to the SOC Supervisor.
• Support de-briefs and after action reviews of critical incidents

4. (10%) - Administrative & Support Duties

• Assist with documentation, audits, and compliance tasks.
• Support emergency notifications and communication systems.
• Perform additional duties as assigned.

*Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

ORGANIZATIONAL EXPECTATIONS:

Values

All colleagues are expected to live our values:

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.

Additional Expectations:

• Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment.

• Maintains regular and timely attendance.

• Protects confidentiality.

• Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.

• Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)