Enterprise Security Operations Center (ESOC) Shift Supervisor

Allied Universal • Sandy Springs, GA

12d • Onsite

About The Position

Allied Universal is hiring an Enterprise Security Operations Center (ESOC) Shift Supervisor in Sandy Springs, Georgia. The role serves as the primary escalation point for security incidents and coordinates response efforts with field operations, account management, and corporate security leadership. The supervisor leads a small team of ESOC operators during assigned shifts and ensures effective execution of operational responsibilities.

The ESOC provides continuous monitoring, detection, incident coordination, communication, and response to emergencies and general requests for assistance. The supervisor is accountable for team activities, operational efficiency, adherence to established procedures, and service quality across ESOC functions. This position works in a 24/7 operating environment. The starting base pay rate is $23.50 per hour.

Requirements

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

Nice To Haves

• Experience working within KPI-driven operational environments.
• Experience supervising a Security Operations Center environment.
• Experience with enterprise security technologies and monitoring platforms.
• Experience supporting large corporate security operations.

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.
• Supervise, mentor, coach, and support ESOC Operators, including conducting shift briefings, handoffs, onboarding, training, and providing real-time guidance during investigations.
• Monitor Operator performance, productivity, and procedural compliance while serving as a player coach and supporting operator duties as needed.
• Continuously monitor 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 incident response 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 calmly and professionally.
• 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 emergency events.
• Process formal complaints and unusual or critical incident data without delay, and escalate comprehensive situational summaries directly to the Account Manager and Client Security Leadership.
• Immediately inform the Account Manager of missing, compromised, damaged, or inoperative equipment, alarm networks, CCTV feeds, communication channels, or personal performance constraints affecting center operations.
• Initiate and disseminate enterprise-wide crisis alerts and emergency notifications according to established emergency criteria and site Post Orders.
• Answer, log, and manage events routed through regular and emergency phones or intercom networks, providing concise, calm, and professional vocal direction to guide field staff and protect corporate assets during emergencies.

Benefits

• Medical, dental, vision, basic life, AD&D, and disability insurance.
• Company retirement plans.
• Seven holidays annually paid at time and a half if worked.
• 40 hours of vacation after one year of employment at eligible work assignments; unused vacation is paid out only where required by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED