GSOC Operator​/Supervisor Swing, Overnight shifts

GSOC Operator/Supervisor (Day, Swing, Overnight shifts available)

About Us:

Hive Watch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building.

Hive Watch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe.

WHAT YOU'LL DO:

We are seeking Operators and Supervisors (
depending on experience
) for our Global Security Operations Center (GSOC).

Operators are responsible for proactively supporting multiple clients in diverse locations through the use of best-in-class technology for emergency and non‑emergency security operations, incoming call triage, event dispatching, and event‑driven notification services 24 hours a day, 7 days a week. In an emergency situation, the Hive Watch GSOC directs and coordinates assistance and support for its clients by providing technical and advisory assistance for the performance of essential operational services, the escalation of identified security events, and is the central communication intake point for management, control, and reduction of immediate threats to health and safety.

Supervisors are responsible for overseeing the day‑to‑day operations of the GSOC, ensuring team efficiency and proper processes to provide proactive security monitoring, emergency response coordination, and critical event management. The GSOC Supervisor plays a pivotal role in maintaining operational efficiency, enhancing security protocols, and creating a culture of professionalism and exceptional customer service. This role requires leadership, decision‑making under pressure, and collaboration with clients, security personnel, and emergency responders to protect people, assets, and operations.

Day: 5 AM to 1:30 PM

Swing: 1 PM to 9:30 PM

Overnight: 9 PM to 5:30 AM

• Represent and display the Hive Watch core principles of customer service and professionalism
• Utilize multiple software platforms and technologies to answer routine and emergency calls, monitor access control alerts and video feeds, open source threat intelligence, and information from mass‑communication tools. Dispatch/notify security officers, maintenance, and liaise with emergency 911 centers
• Be able to maintain composure during critical incidents, and be prioritize and make decisions under stress
• Maintain various records of communications and events in a concise manner
• Work collaboratively with Hive Watch’s and clients’ leadership teams to prepare for, respond to, and recover from all incidents and crisis events that may impact our customers, including their personnel, property, business operations or brand
• Communicate and disseminate information, using established communication vehicles, to key partners using best practices
• Take an active role in position‑related projects and utilize experience and judgment to contribute to the on‑going evaluation and improvement of operations and systems.
• Comply with all Hive Watch rules and guidelines, to include safety rules and guidelines, and maintain strict confidentiality
• Strong written and verbal communications skills across various platforms (email, slack, phone, etc.)
• Ability to generate concise reports from verbal or written sources
• Act as the primary point of escalation for critical incidents, ensuring appropriate response actions are taken and documented accurately.
• Conduct regular training, briefings, and performance evaluations for GSOC personnel to enhance operational capabilities and professional development.
• Manage and coordinate response efforts during security incidents, emergencies, and crisis situations, providing clear guidance…