Team Lead, Security Operations Center

Team Lead, Security Operations Center

Our **Team Lead, Operations**will be responsible for overseeing Paladin's Support Services team, and our Specialty Services team. Under the general direction of the Operations Manager (OM), the Team Lead will focus on key accountabilities for the Operations team and will work within the Paladin Operations Center 50% of the time. The Team Lead will coordinate tasks and objectives with the Field Management Unit and other key stakeholders, such as Mobile Management and Account Management Teams. This role is also responsible for the management of all team members within the Operations Support & Specialty Services, along with hiring and disciplining needs. The Team Lead will also be responsible for maintaining and updating Standard Operating Procedures (SOP), along with regular auditing and systems testing to ensure that Paladin Operations Centre is compliant with ULC qualifications and enterprise standards.

**Responsibilities**:

- Oversees our Operational Support & Specialty Services teams and ensures effective utilization of staffing resources
- Ensures staffing resources are appropriately licensed, certified, and trained.
- Reviews daily operational and escalation reports; follows-up with performance and conduct issues, as required.
- Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Provides motivational and disciplinary discussions with all team members; conducts performance reviews and investigations, as required
- Performs evaluations of staff assigned to Operational Support & Specialty Operations in accordance with company policies
- Mitigate risk when it comes to Employment Standards, Human Rights and Occupational Health Safety as it pertains to daily employee support and communication
- Implements best practices relating to system and/or process changes
- Develop KPIs for the Operations Department with the Operations Manager
- Meets with the OpEx Team Leads on a biweekly basis, providing written and verbal updates on department results, challenges, and successes
- Remains on-call to act as an after-hours resource for emergency situations
- Act as a leader and mentor to operators within the PSG Operational Support & Specialty Operations
- Develops short-term and long-term strategies to improve KPI’s
- Develops and updates departmental policies and procedures with the Operations Manager
- Audits and maintains equipment by conducting regular inspections, assessments & audits
- Liaises with members of OHS and our branch leadership to ensure emergency procedures are updated regularly as needed
- Analyzes KPI’s on a contract-by-contract basis to ensure that client expectations are met and ensures that any service delivery issues are addressed in a timely manner. Supports Operations Manager in KPI’s delivery, presentations, and corrective actions.
- Communicates appropriate information to Operational Teams and/or the Field Management Unit as needed to ensure that any outstanding issues are dealt with in a timely fashion
- Reviews daily all summary and escalation reports from the Operational Excellence team. Oversees that Supervisor follow ups occur to ensure performance and reporting aligns with expectations.
- Maintains and updates staff schedules using WinTeam scheduling software, ensuring accurate coverage and alignment with operational goals
- Ensures all staff complete required training in accordance with Paladin standards and that all associated documentation is accurately recorded and maintained.
- Performs other duties as requested to assist with operational needs

**Requirements**:

- Prior experience in a security operations centre or similar environment
- Post-secondary education in business administration or related is preferred
- Working knowledge of Employment Standards Legislation and Human Rights Legislation
- Strong interpersonal and leadership skills, and excellent verbal and written communication
- Demonstrated ability to plan, organize, problem-solve, and execute solutions
- Strong working ability in MS Office suite