Security Operations Center Operator Lead

Park Nicollet is hiring a Security Operations Center Operator Lead at Methodist Hospital. The Lead Dispatcher provides advanced operational support within the Security Operations Center (SOC), serving as the primary on‑shift 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%) - On‑Shift 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 call‑taking, 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.)

At HealthPartners we believe in the power of good - good deeds and good people working together. As part of our team, you'll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work.

We're a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.

At HealthPartners, everyone is welcome, included and valued. We're working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.

Benefits Designed to Support Your Total Health

As a HealthPartners colleague, we're committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities. Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.

Join us in our mission to improve the health and well-being of our patients, members, and communities.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.