GSOC Supervisor - Overnight - Rochester, NY

What You’ll Do

• Provide day‑to‑day leadership and support to GSOC Operators and Leads, including coaching, training, performance management, and corrective action when needed.
• Manage team scheduling, shift coverage, timecard approvals, and PTO requests to ensure appropriate coverage.
• Ensure shift pass‑downs are accurate, current, and effectively communicated across the team.
• Train and develop Operators and Leads on security systems, GSOC procedures, Zendesk, troubleshooting, testing, and client requirements.
• Perform Level 1 system administration, including system scheduling changes, access levels, alarm settings, user accounts, and other routine system updates.
• Oversee required operational audits, including camera, Panic Button, Code Blue Phone, and quarterly client contact audits.
• Support the onboarding of new client sites by testing security systems, configuring schedules and camera views, and confirming sites are ready for GSOC operations.
• Troubleshoot and test security systems, resolve routine issues, and coordinate with technical teams when additional support is needed.
• Serve as an escalation point for Operators and Leads and ensure operational or client issues are properly documented, communicated, and resolved.
• Ensure badge photos and other routine GSOC administrative responsibilities are completed accurately and on time.
• Partner with internal teams and client stakeholders to resolve issues, improve processes, and maintain consistent, high‑quality GSOC operations.

What We’re Looking For

• 3+ years of experience in a GSOC, Security Operations Center, corporate security environment, command center, or similar setting.
• Previous supervisory, team lead, or people‑management experience.
• Experience with physical security technologies, including access control, video surveillance, alarm monitoring, and related security systems.
• Strong technical aptitude with experience in system administration, troubleshooting, testing, or configuration.
• Experience training and developing employees and providing constructive performance feedback.
• Strong leadership, problem‑solving, and decision‑making skills.
• Excellent communication and organizational skills with strong attention to detail.
• Ability to manage multiple priorities and remain effective in a fast‑paced operational environment.
• Experience with Zendesk or a similar ticketing platform is preferred.
• Experience testing or onboarding new security sites is a plus.

Why Join Northland Controls?

At Northland Controls you’ll be part of a global team delivering exceptional security solutions and service to our clients. As a GSOC Supervisor you’ll develop a strong team, work hands‑on with security technology, and directly contribute to the quality and effectiveness of our GSOC operations. We value collaboration, accountability, continuous improvement, and people who jump in, solve problems, and make things better.

Benefits

• Medical, dental, and vision insurance
• Life insurance
• Retirement plan
• Wellness programs
• Quarterly bonus program
• Paid time off

About Northland Controls

Northland Controls is a world‑class global security integrator with offices in the United States, United Kingdom, Singapore, China, and India. We specialize in design, build, integration, and management of high‑end Lenel, Software House, and S2 enterprise security systems, serving six of the ten largest hi‑tech companies in Silicon Valley. Our portfolio ranges from single card‑reader installations in remote locations to large‑scale deployments managing up to 300 corporate offices in over 70 countries, including data centers and multifaceted security operations centers. With 250 highly trained professionals and a network of over 100 in‑country local service partners, we deliver solutions to the right standard, every time, anywhere in the world.

Core Values

• Be Honorable
• Take on Challenges
• Do Whatever it Takes
• Our People
• Have Fun

Mission

To be the most trusted and influential leader in the industry by delivering exceptional services worldwide, continually surprising our customers, the industry, and ourselves while having fun.