Control Center Manager

Olgoonik is an Equal Opportunity Employer

Overview:

The Control Center Manager (CCM) is the senior on-site contract leader responsible for managing and overseeing all Control Center operations at the Social Security Administration (SSA) Headquarters. The CCM ensures continuous 24/7 operational readiness, compliance with contract requirements, and alignment with SSA security policies. This position involves strategic coordination of staffing, training, system audits, and interagency communications while providing direct supervision to Control Center Supervisors (CCSs) and oversight of Control Center Operators (CCOs). The CCM plays a key role in implementing standard operating procedures, conducting performance reviews, and ensuring the integrity of emergency response and surveillance operations in a high-security environment.

Primary Responsibilities:

• Provide operational and contractual oversight of all control center activities and staff.
• Conduct audits of security system reports to ensure compliance.
• Conduct random inspections and document audit/inspection results.
• Ensure information is passed on to CCSs, CCOs, and other contractor or government personnel as needed.
• Participate in required training and emergency exercises.
• Schedule CCO and CCS shifts, rotations, and work assignments.
• Support the development and maintenance of the Control Center Operations Manual and SOPs.
• Ensure proper reporting, communication, and logging of all activities within the command centers.

Supervisory Responsibilities:

• Serve as the key personnel lead for all Control Center staff under the contract.
• Provide supervisory direction to CCSs and functional oversight of CCOs.
• Approve training plans, track certifications, and assign Designated Trainers.
• Coordinate with the Contracting Officer's Representative (COR), Task Manager (TM), and Watch Officer.
• Enforce policies related to operator rotation, shift coverage, and staffing compliance.
• Provide alternate point of contact when unavailable and ensure backup staffing plans.
• Identify and address performance deficiencies and training gaps.
• Review and approve updates to SOPs and training documentation.

Education and/or Experience:

• High school diploma or GED.
• Minimum of three (3) years of supervisory experience in control center operations.
• Must possess advanced technical knowledge of:
  • Surveillance systems
  • Intrusion detection systems
  • Digital and IP video platforms
• Must become fully proficient in SSA-specific security platforms within 90 days of start date.

Knowledge, Skills, and Abilities:

• Deep knowledge of emergency communications, security surveillance, and alarm system protocols.
• Strong organizational and leadership skills for managing shift schedules, training programs, and compliance reporting.
• Advanced communication and interpersonal skills to coordinate across multiple teams and with senior government officials.
• Expertise in Microsoft Office applications and SSA-specific tools.
• High level of integrity and discretion when handling sensitive security data.
• Ability to develop and implement quality control measures, audits, and incident response protocols.
• Skilled in managing and updating control center documentation, SOPs, and operations manuals.

Certificates, Licenses, Registrations:

• APCO Public Safety Telecommunicator certification (must be obtained within 90 days of contract start or hire date).
• Completion of required FEMA courses:
  • IS-100.C - Introduction to the Incident Command System.
  • IS-700.B - Introduction to the National Incident Management System.
  • IS-144 - Telecommunicator Emergency Response Taskforce (TERT) Basic Course.

Security Clearance:

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to be able to occasionally stand; walk; sit; use hands and/or fingers to handle, or feel objects, tools or controls; operate office equipment, reach with hands and arms; climb stairs; balance; stoop; kneel; talk or hear; taste or smell. The employee must occasionally lift and or move up to 25 pounds.

Work Environment:

General office environment.

Olgoonik is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local laws. As an Alaska Native corporation, Olgoonik provides hiring preference to Olgoonik shareholders, descendants, and their spouses to the extent allowed by law.