Supervisor, iSOC - Swing Shift

The iSOC Supervisor provides leadership and operational oversight during an assigned shift, ensuring efficient execution of security monitoring and response activities. This role supervises a team of coordinators, serves as the first point of escalation for internal and external stakeholders, and collaborates with management, training, and IT teams to maintain high performance, compliance, and service standards.

What's in it for you?

• Onsite: 8-10 Hour Shifts between the Hours of 2:00PM-5:00AM w/ Sundays and Mondays Off 

• Core Hours: 5PM - 1:30AM

• Full benefits on Day 1 of employment to support you from the start

• 3 weeks paid vacation time and 10 days paid sick time

• Uncapped employee referral bonuses

• Customer focused, energetic and engaging work culture working as one team

• Training is provided!

• In Addition, we offer a quarterly bonus program with the potential to earn an additional $3,000 annually! 
   

* Please note favorable results on a pre-employment drug screening and background check are required.  
 

Responsibilities   

Operational Leadership & Escalation

• Supervise shift operations, ensuring policies, procedures, and work standards are met.

• Serve as the first point of escalation for internal teams and external clients, ensuring timely resolution of issues.

• Oversee resource allocation between centers, adjusting as needed for workload demands.

• Conduct shift meetings, debriefs, and provide end-of-shift summary reports.

• Approve and oversee incident reports, ensuring accuracy and timely client distribution.

Team Supervision & Development

• Directly oversee coordinators, providing leadership, coaching, and performance feedback.

• Conduct regular one-on-one meetings to review attendance, productivity, and development goals.

• Foster a culture of continuous training and professional growth, ensuring employees meet performance expectations.

• Provide real-time performance insights and statistics to drive accountability and improvement.

Quality Assurance & Compliance

• Monitor adherence to company policies, security protocols, and industry standards.

• Ensure critical services and equipment function properly, reporting issues to IT and management.

• Maintain accurate employee records, including performance reviews and Workday task completion.

Recruitment & Workforce Planning

• Lead recruitment efforts for iSOC Coordinators, conducting interviews and managing talent pipelines.

• Ensure appropriate staffing levels by proactively managing scheduling and resource allocation.

Administrative & Additional Responsibilities

• Oversee time management, attendance tracking, and payroll for direct reports.

• Collaborate with iSOC Managers and iSOC Leads to enhance training programs and evaluate training effectiveness.

• Uphold professionalism and clear communication with employees, customers, and vendors.

• Review current operating practices and proactively look for more effective means of processing events

• Actively engage in the testing of new hardware and software that may improve iSOC operations

• Address performance concerns through coaching and corrective action when necessary.

Qualifications   

• High School Diploma or GED Equivalent.  

• Prior Supervisory experience, Call Center, or Security experience.

• Must be proficient in Monitoring Automation Software and familiar with Windows Office Suite.  

• Must possess excellent coaching and customer relations skills.  

• Must be dependable, analytical, accurate, and detail orientated.  

• Strong troubleshooting abilities.  

• Must have excellent oral and written communication skills.  

• Desire and ability to be a strong leader.  

• Strong interpersonal, written and verbal communication skill.  

• Strong organization skills.  

• Demonstrate initiative and ability to handle multiple responsibilities.  

• Demonstrate a sense of urgency as needed.  

• Able to meet Alarm Representative licensing qualifications across multiple states. Compliance may involve extensive background checks and fingerprinting, depending on state regulations.

• Proficiency in using Bold Group Technologies; Manitou security monitoring software is a +