Enterprise Security Operations Center (ESOC) Shift Supervisor

Responsibilities

• Manage day-to-day ESOC operations during assigned shifts in a 24/7 environment, ensuring continuous coverage, operational efficiency, and adherence to established procedures.
• Serve as the primary escalation point for security incidents and coordinate response efforts with field operations, account management, and corporate security leadership.
• Supervise, mentor, coach, and support ESOC Operators, including conducting shift briefings, handoffs, onboarding, training, and real-time guidance during investigations.
• Maintain continuous monitoring of alarms, CCTV, communications, fire/life safety systems, and other enterprise security technologies; triage and investigate security or life-safety alerts.
• Validate, prioritize, escalate, and coordinate response to incidents based on severity and impact, serving as the primary escalation point for complex or high-severity events.
• Ensure proper incident handling, documentation, post-incident reporting, chronological event logging, shift reports, pass-down logs, and related operational records.
• Monitor, answer, route, and document administrative calls, emergency hotlines, intercoms, radio communications, and other operational communications in a calm and professional manner.
• Act as a communications hub and cross-department liaison, providing tactical direction, information routing, and operational guidance to field security personnel and corporate stakeholders.
• Support scheduling, work order execution, labor compliance, clock-in/clock-out auditing, uniform ordering, compliance tracking, certification entries, and IT/service ticket routing.
• Evaluate ESOC program performance and recommend productivity improvements, cost-reduction opportunities, physical security enhancements, and updates to standing Post Orders.
• Execute high-level notification call trees and manage information flow during all emergency events.

Qualifications

• High school diploma or equivalent, or five (5) years of verifiable work experience.
• Minimum of two (2) years of leadership or supervisory experience, preferably in a Security Operations Center or Law Enforcement Dispatch Center environment.
• Minimum of two (2) years of security-related experience.
• Intermediate proficiency with Microsoft Office applications.
• Ability to handle both routine and crisis situations calmly and efficiently.
• Excellent customer service, communication, and interpersonal skills.
• Ability to communicate effectively with all levels of personnel and the public.
• Ability to prepare reports, logs, and operational documentation.
• Ability to read, understand, and apply operating procedures and instructions.