Security Monitoring Supervisor - 10:00PM - 6:30AM

Responsibilities

• Serve as the first point of escalation for internal teams and external clients, resolving issues quickly and effectively
• Oversee shift operations to ensure policies, procedures, and performance standards are met
• Conduct shift briefings and debriefings, and deliver clear end-of-shift summary reports
• Review and approve incident reports, ensuring accuracy and timely client delivery
• Lead and support Coordinators, providing coaching, feedback, and performance management
• Hold regular one-on-one meetings to address attendance, productivity, and development goals
• Promote continuous learning and growth through training, cross-training, and development opportunities
• Monitor adherence to company policies, security protocols, and industry regulations
• Maintain accurate employee documentation, including reviews and Workday task completion
• Identify opportunities to improve efficiency and service delivery
• Lead recruitment efforts for iSOC Coordinators, including interviewing and pipeline management
• Manage scheduling to ensure adequate staffing and coverage during all shifts
• Collaborate with leadership to forecast workforce needs and maintain staffing readiness
• Oversee time management, attendance tracking, and payroll approvals for direct reports
• Maintain professional communication with employees, clients, and vendors
• Participate in testing and evaluating new hardware and software to improve iSOC operations
• Address performance concerns promptly through coaching and corrective actions when necessary

Qualifications

• High School Diploma or GED required
• Prior supervisory experience in call center, monitoring, or security operations preferred
• Proficiency in Monitoring Automation Software and Microsoft Office Suite
• Strong leadership skills with proven ability to coach and motivate teams
• Strong troubleshooting and problem-solving abilities
• Excellent written and verbal communication skills
• Dependable, detail-oriented, and analytical
• Strong organizational and interpersonal skills
• Eligible to meet Alarm Representative licensing qualifications across multiple states (including background checks and fingerprinting as required)