Security Operations Center (SOC) Supervisor

Job Description

Job Description

SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of our success. Join our team and become part of a culture dedicated to excellence and innovation!

Job Summary: The SOC Supervisor is an on-site leadership role responsible for overseeing daily Security Operations Center (SOC) activities and ensuring the effective delivery of alarm monitoring, emergency response coordination, virtual security services, gated community access, and customer support operations. Serving as the operational leader for assigned shift, the supervisor provides leadership to SOC team members, oversees shift performance, incident escalations, and workflow execution, and assists in ensuring staffing coverage. This role ensures service quality, operational readiness, and adherence to established procedures while fostering a culture of accountability, safety, security, and exceptional customer service in a fast-paced, technology-driven environment. This is a working supervisor role responsible for maintaining individual production and performance metrics in addition to team leadership responsibilities.

Duties and Responsibilities:

• Supervise, coach, and develop SOC team members, providing ongoing performance feedback, training, and support.
• Oversee daily SOC operations to ensure alarm events, security incidents, emergency notifications, and customer interactions are handled accurately, efficiently, and in accordance with established procedures.
• Monitor team performance, productivity, service levels, and quality standards; identify opportunities for process improvement and operational efficiency.
• Serve as the primary escalation point for complex security events, customer concerns, emergencies, and operational issues.
• Coordinate emergency response efforts and ensure proper communication with customers, emergency contacts, first responders, on-site personnel, and internal departments.
• Identify opportunities for process improvement, workflow automation, and operational streamlining to maximize efficiency, and collaborate with leadership to implement solutions.
• Conduct quality assurance reviews of alarm activity, incident reports, dispatch actions, customer interactions, and system documentation.
• Assist with workforce scheduling, staffing coverage, shift planning, attendance management, and operational readiness.
• Support the recruitment process and actively guide the onboarding, training, and professional development of SOC team members.
• Ensure compliance with company policies, industry standards, monitoring center procedures, and applicable regulatory requirements.
• Monitor and analyze operational metrics, prepare reports, and communicate performance results and trends to management.
• Maintain proficiency in alarm monitoring platforms, surveillance systems, access control technologies, and virtual security services.
• Lead by example in delivering exceptional customer service while maintaining composure during high-pressure situations.
• Maintain individual production and performance expectations while fulfilling supervisory responsibilities.
• Perform additional duties as required to support evolving business needs.

Requirements:

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Minimum of two years of experience in alarm monitoring, dispatch, security operations, emergency communications, call center operations, or a related environment.
• Demonstrated leadership, coaching, conflict resolution, and employee development skills. Previous supervisory, team lead, or leadership experience preferred.
• Strong knowledge of alarm monitoring systems, video surveillance platforms, access control systems, emergency response procedures, and security operations.
• Proficiency with Microsoft Office Suite and the ability to learn and utilize multiple security and monitoring platforms.
• Strong analytical, organizational, and problem-solving abilities with a focus on operational excellence.
• Excellent verbal and written communication skills with the ability to effectively manage escalated situations.
• Ability to prioritize competing demands, make sound decisions under pressure, and lead teams in a fast-paced environment. Dependable, adaptable, and capable of working collaboratively across departments.
• Commitment to maintaining a safe, secure, and customer-focused environment.
• Pass a drug screen and background check requirements.
• Bilingual skills are a plus.

Physical Requirements:

• Perform work while seated, standing, walking, or moving between locations for extended periods.
• Use computers and related technology, read electronic and printed materials, and observe details at close range.
• Communicate clearly in person, by phone, and electronically.
• Occasionally move or transport light objects.

Job Type : Full-time, non-exempt

Work/Base Location: Jacksonville Corporate

Core Work Hours/Availability:

• Second shift: 3:00 – 11:30 PM
• Third shift: 11:00 PM – 7:30 AM
• Must be able to work weekends and some holidays. Work overtime as business needs require.
• Schedules may vary based on operational demands, staffing needs, and overlapping coverage requirements.

Pay Range:

• Second shift: $25–$30/hour
• Third shift: $26–$32/hour

Incentives: Yes

Benefits:

• Competitive pay
• Comprehensive benefits package (medical, dental, vision)
• 401(k) with match
• Paid time off and holidays
• Opportunities for professional development and growth

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.