Security Monitoring Supervisor

Position: Security Monitoring Supervisor - 10:00PM - 6:30AM
Overview 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.

Responsibilities Operational Leadership & Escalation 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

Team Supervision & Development 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

Quality Assurance & Compliance 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

Recruitment & Workforce Planning 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

Administrative & Additional Responsibilities 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

Qualifications

High School Diploma or GED required

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

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)
Monthly Performance Bonus Interface’s Interactive Security Operations Center Supervisors are eligible for the Performance Monthly Bonus Award Program after 90 days of successful active employment. Interface awards its highest-performing supervisors based on specific metrics and eligibility criteria, with the opportunity to earn up to $1,600.00 per month in bonus awards.

Work Environment Supervisors work in Interface’s state-of-the-art Interactive Security Operations Center (iSOC), equipped with the latest technology in video surveillance, two-way audio communication systems, and intuitive alarm monitoring software. Coordinators and Supervisors are trained to manage multiple security events simultaneously using advanced monitoring tools, customized automation solutions, proprietary software integrations, and ergonomic workstations designed for video monitoring efficiency.

Schedule The approximate schedule for this role is 10:00 PM–6:30 AM. Please…