Intelligence Operations Team Lead

Intelligence Operations Team Lead

Control Risks is seeking an Intelligence Operations Team Lead to oversee the GSOC of a major global technology client. This role will play a major part in the growth and development of the team, working directly with the client to move from an operations center into a more intelligence focused team.

Additionally, the Team Lead will oversee daily operations, guide and mentor team members, and ensure high-quality delivery of services in alignment with the client's goals. The role will balance hands on support with leadership responsibilities, driving process improvement, and serving as a key point of contact between Control Risks and the Client.

Responsibilities include:

• Responsible for staff onboarding, training, drilling, quality inspection, shift rostering, developing SOPs and other operation management
• Provide regular & ad hoc business reports per client requirements
• Lead operation process optimization, identify problems or risks in the workflow, submit improvement plans, and assist in solving them
• Regularly liaise with client to ensure that client's issues are resolved in a timely manner, and ensure GSOC Operators/ Shift Leaders are aligned with overall vision/strategy
• Step in to support GSOC operations, as needed
• Conduct regular check-ins, provide coaching and feedback, manage performance reviews and improvement plans, and support career development with the members of your team
• Serve as the main liaison between team members and ECS program management team, ensuring timely program and personnel updates and controlling quality on client deliverables
• With the support of the Talent Acquisition team, participate in hiring processes ensuring team resourcing aligns with client expectations and program needs
• Lead onboarding tasks (e.g., joiner tickets, scheduling, equipment, success plans), manage offboarding logistics and leaver tickets, and ensure operational continuity
• Manage team schedules, approve PTO, ensure timesheet compliance, and maintain a consistent high-quality service to the client
• Working closely with the ECS program management team, align on overall program strategy and priorities to create clear, actionable, team deliverables
• Support global program alignment through development and improvement of SOPs