Enterprise Security Operations Center; ESOC Shift Supervisor

Company Overview:
Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the communities and customers we serve.

Allied Universal® is hiring a Enterprise Security Operations Center (ESOC) Shift Supervisor. The Enterprise Security Operations Center (ESOC) Shift Supervisor serves as the primary escalation point for security incidents and is responsible for coordinating response efforts with field operations, account management, and corporate security leadership. This role leads a small team of ESOC operators (the ESOC Shift Team) during assigned shifts, ensuring the effective execution of all operational responsibilities.

Under the Supervisor’s leadership, the ESOC maintains continuous monitoring, detection, incident coordination, communication, and response to emergencies, as well as general requests for assistance. The ESOC Shift Supervisor is also accountable for team’s activities, maintaining operational efficiency, enforcing adherence to established procedures, and ensuring a high standard of service quality across all ESOC functions.

Site

Location:

Atlanta Ga 30328

Employment Type:

Full Time

Starting Base Pay Rate: $23.50 / hour

• 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 real‑time guidance during investigations.
• Monitor Operator performance, productivity, and procedural compliance while serving as a “player coach” and supporting operator duties as needed.
• Maintain continuous monitoring of 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 response to incidents 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 in a calm and professional manner.
• 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.

• Critical Escalation Protocol:
  Manage and process all formal complaints and unusual or critical incident data without delay. Ensure comprehensive situational summaries are escalated directly to the Account Manager and Client Security Leadership.
• Infrastructure Failure Response:
  Inform the Account Manager immediately of any missing, compromised, damaged, or inoperative equipment, alarm networks, CCTV feeds, communication channels, or personal performance constraints affecting center operations.
• Mass Emergency Notifications:
  Initiate and disseminate enterprise‑wide crisis alerts and emergency notifications strictly pursuant to established emergency criteria and site Post Orders.
• Emergency Telephony:
  Answer, log, and manage all events routed through regular and emergency phones or intercom networks; maintain concise, calm, and professional vocal direction to guide field staff…