GSOC Supervisor

• Job Category Full-time
• Manage Others No

Contact information

• Name K. Balanta

Global Security Operations Center | Plano, Texas | Hourly, Full-Time

Specialized operates an enterprise-grade Global Security Operations Center (GSOC) 24/7/365 from a purpose-built facility in Plano, Texas. As a GSOC Supervisor, you will own the operations floor during your assigned shift—leading operators, maintaining procedural standards, managing escalations, and taking command when incidents require elevated response.

This is a working supervisor role for an experienced security professional who can lead a high-performing team, make sound decisions under pressure, and continuously develop the people and processes that support the operation.

As a working shift supervisor, you will direct GSOC Operators in real time, manage escalations, and assume incident command during critical or complex events. You will ensure every event is handled according to established standards through Aurix™, our proprietary automation platform.

You will be accountable for the overall quality and performance of your shift, including response times, documentation, procedural compliance, incident management, and team readiness.

Direct, support, and coach GSOC Operators throughout the shift.

Balance workloads across positions and ensure appropriate staffing and coverage.

Maintain a clear and current common operating picture across all active incidents and operations.

Take command of critical, complex, and high-priority incidents.

Make and approve real-time response decisions within established authority and procedures.

Serve as the primary shift-level point of contact for GSOC management and designated client stakeholders.

Ensure operators consistently follow SOPs, post orders, escalation matrices, and established response protocols.

Identify procedural deviations and address them immediately.

Reinforce accountability while maintaining a professional and productive operating environment.

Hold the shift accountable for established response-time, accuracy, productivity, and service-level targets.

Monitor operational performance and identify trends or deficiencies before they impact service quality.

Use performance data to drive coaching, corrective action, and continuous improvement.

Review incident logs, reports, alarm dispositions, and dispatch decisions for accuracy and completeness.

Correct documentation or procedural issues in real time whenever possible.

Ensure incidents are properly escalated, documented, and closed in accordance with established standards.

Coach, train, and mentor GSOC Operators throughout the shift.

Verify operator readiness, required training, and applicable certifications.

Provide consistent feedback and development opportunities to build a strong internal talent pipeline.

Serve as the operational lead during emergencies, major security events, and other high-impact incidents.

Activate the appropriate incident-management process and coordinate resources in accordance with established procedures.

Notify GSOC management and leadership at defined escalation triggers.

Identify opportunities to improve SOPs, escalation matrices, post orders, and operational workflows based on real-world events and lessons learned.

Support continuous improvement initiatives and operational reviews.

Ensure effective shift handoffs and transfer a complete, accurate operating picture to the incoming supervisor.

High school diploma or equivalent required. College coursework or a degree in security, criminal justice, emergency management, or a related field is preferred.

Prior supervisory or lead experience in a GSOC/SOC, command center, dispatch, alarm monitoring, or 24/7 security operations environment.

Professional background in the security industry, military, law enforcement, or a related field.

Working knowledge of video surveillance systems (CCTV/VMS), access control, intrusion alarms, and emergency response/escalation procedures.

Demonstrated ability to lead calmly and…