Responsibilities include:

·      Provides first line management to direct report staff

·      Maintains employee performance tracking

·      Develops and maintains personnel training plans

·      Monitors workload and priority levels

·      Monitors and manages ticket and call queues

·      Prioritizes/aligns shift resources to make sure that the most urgent and important issues are handled first

·      Develops and trains staff on new procedures as necessary

·      Provides proper documentation of internal and external exceptions

·      Ensures that customer and internal issues are properly resolved or escalated

Requirements :

8-12 years of experience with 3+ years of SOC manager experience