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

Interface Systems•Plano, TX

1d•Onsite

About The Position

The iSOC Supervisor provides leadership and operational oversight during assigned shifts. This role ensures effective execution of security monitoring, incident response, and client communication. The Supervisor manages a team of Coordinators, serves as the first point of escalation for both internal and external stakeholders, and works closely with management, training, and IT teams to drive performance, compliance, and service excellence.

Requirements

High School Diploma or GED required
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
Ability to manage multiple priorities with urgency and accuracy
Strong organizational and interpersonal skills
Eligible to meet Alarm Representative licensing qualifications across multiple states (including background checks and fingerprinting as required)

Nice To Haves

Prior supervisory experience in call center, monitoring, or security operations preferred

Responsibilities

Supervise shift operations to ensure policies, procedures, and performance standards are met
Serve as the first point of escalation for internal teams and external clients, resolving issues quickly and effectively
Oversee resource allocation across monitoring centers, adjusting for workload demands
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
Share real-time performance insights and statistics to drive accountability and improvement
Monitor adherence to company policies, security protocols, and industry regulations
Ensure equipment and monitoring tools function properly, reporting issues to IT and leadership
Maintain accurate employee documentation, including reviews and Workday task completion
Review current operating practices and 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
Partner with leadership to forecast workforce needs and maintain staffing readiness
Oversee time management, attendance tracking, and payroll approvals for direct reports
Collaborate with iSOC Managers and Leads to refine and evaluate training programs
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