Regional Security Operations Center (RSOC) Supervisor

Thermo Fisher Scientific•Cincinnati, OH

1d•Onsite

About The Position

The RSOC Supervisor is responsible for program-level leadership of the Regional Security Operations Center (RSOC) supporting sites onboard to the RSOC. This operationally focused supervisor provides high-level oversight of RSOC performance, defines and enforces alarm triage and escalation policy, acts as the regional security systems specialist, and leads onboarding and continuous improvement for RSOC-supported sites. The RSOC Supervisor sets standards, governs operational outcomes, and escalates incidents and systemic issues. How you will make an impact: Serve as the program owner for RSOC operations within the assigned region: set RSOC strategy, governance, operational standards and KPIs. Provide high-level supervision of RSOC performance and staffing models (scheduling, readiness, coverage). Lead executive- and regional-level reporting on RSOC activity, trends, and KPIs (alarm handling times, false-alarm rates, incident closure metrics). Define and maintain the alarm triage matrix, escalation playbooks and operator SOPs for access control, intrusion and life-safety events; ensure consistent, auditable responses across onboarded sites. Own incident-handling standards and post-incident review processes; coordinate root-cause analysis and systemic remediation with site stakeholders. Ensure shift-to-shift pass-down quality and enforce accurate incident documentation and reporting practices. Act as the regional access control specialist: set access provisioning/revocation policies, validate access control system configurations and S2 views/dashboards used by operators, and own access-control-related exception processes. Troubleshoot escalated access control issues and coordinate with Security Systems Engineers, IT and vendors for technical remediation. Maintain processes for badge administration and access-related requests routed to the RSOC. Lead RSOC onboarding for sites: validate system readiness (access control, video, visitor management), define alarm mapping and escalation paths, assign monitoring profiles and confirm operational playbooks. Develop and maintain operator training curricula, run competency assessments and periodic drills; set minimum operator proficiencies. Implement QA practices for operator performance and system monitoring (VMS, access control, incident platforms). Drive continual improvement — implement automation, tuning rules and processes that reduce manual tasks and false alarms. Serve as the RSOC's primary point-of-contact for regional Facilities, IT, HR, site security leadership and compliance teams. Ensure RSOC policies and operations comply with applicable regional privacy/regulatory requirements (e.g., GDPR) and local audit needs. Own program-level vendor relationship management and contracts oversight (service-level expectations, escalations).

Requirements

5+ years in physical security or security operations, with SOC/monitoring center experience.
3+ years supervisory or program-lead experience managing operational teams (or programs) in a multi-shift environment.
Hands-on experience with access control systems and SOC monitoring tools (S2 Global preferred).
Strong knowledge of VMS/CCTV, visitor management, mass notification and incident management platforms.
Experience writing SOPs, escalation matrices and operator training programs.
Strong verbal and written communication skills and demonstrated stakeholder management.
Flexibility for shift work and ability to respond to incidents outside standard hours.

Nice To Haves

Prior experience supervising regional SOC/RSOC programs or onboarding multiple sites into a centralized SOC.
Familiarity with Milestone Corporate XProtect, Enterprise Visitor Management, and Lenel S2 Global Access Control.
Experience in controlled substance / DEA vault security programs a plus.
Associate's or bachelor's degree in Information Systems, Security Management or related field.

Responsibilities

Serve as the program owner for RSOC operations within the assigned region: set RSOC strategy, governance, operational standards and KPIs.
Provide high-level supervision of RSOC performance and staffing models (scheduling, readiness, coverage).
Lead executive- and regional-level reporting on RSOC activity, trends, and KPIs (alarm handling times, false-alarm rates, incident closure metrics).
Define and maintain the alarm triage matrix, escalation playbooks and operator SOPs for access control, intrusion and life-safety events; ensure consistent, auditable responses across onboarded sites.
Own incident-handling standards and post-incident review processes; coordinate root-cause analysis and systemic remediation with site stakeholders.
Ensure shift-to-shift pass-down quality and enforce accurate incident documentation and reporting practices.
Act as the regional access control specialist: set access provisioning/revocation policies, validate access control system configurations and S2 views/dashboards used by operators, and own access-control-related exception processes.
Troubleshoot escalated access control issues and coordinate with Security Systems Engineers, IT and vendors for technical remediation.
Maintain processes for badge administration and access-related requests routed to the RSOC.
Lead RSOC onboarding for sites: validate system readiness (access control, video, visitor management), define alarm mapping and escalation paths, assign monitoring profiles and confirm operational playbooks.
Develop and maintain operator training curricula, run competency assessments and periodic drills; set minimum operator proficiencies.
Implement QA practices for operator performance and system monitoring (VMS, access control, incident platforms).
Drive continual improvement — implement automation, tuning rules and processes that reduce manual tasks and false alarms.
Serve as the RSOC's primary point-of-contact for regional Facilities, IT, HR, site security leadership and compliance teams.
Ensure RSOC policies and operations comply with applicable regional privacy/regulatory requirements (e.g., GDPR) and local audit needs.
Own program-level vendor relationship management and contracts oversight (service-level expectations, escalations).