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Job description
Enterprise Security Operations Center (ESOC) Shift SupervisorAllied 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 an Enterprise Security Operations Center (ESOC) Shift Supervisor. The 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 30328Employment Type: Full TimeStarting Base Pay Rate: $23.50 / hourResponsibilities: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 investigationsMonitor Operator performance, productivity, and procedural compliance while serving as a "player coach" and supporting operator duties as neededMaintain 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 eventsEnsure proper incident handling, documentation, post-incident reporting, chronological event logging, shift reports, pass-down logs, and related operational recordsMonitor, answer, route, and document administrative calls, emergency hotlines, intercoms, radio communications, and other operational communications in a calm and professional mannerAct as a communications hub and cross-department liaison, providing tactical direction, information routing, and operational guidance to field security personnel and corporate stakeholdersSupport scheduling, work order execution, labor compliance, clock-in/clock-out auditing, uniform ordering, compliance tracking, certification entries, and IT/service ticket routingEvaluate ESOC program performance and recommend productivity improvements, cost-reduction opportunities, physical security enhancements, and updates to standing Post OrdersThe ESOC Supervisor is responsible for executing high-level notification call trees and managing information flow during all emergency events: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 LeadershipInfrastructure 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 operationsMass Emergency Notifications: Initiate and disseminate enterprise-wide crisis alerts and emergency notifications strictly pursuant to established emergency criteria and site Post OrdersEmergency 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 and protect corporate assets under duressQualifications:High school diploma or equivalent, or five (5) years of verifiable work experienceMinimum of two (2) years of leadership or supervisory experience, preferably in a Security Operations Center or Law Enforcement Dispatch Center environmentMinimum of two (2) years of security-related experienceIntermediate proficiency with Microsoft Office applicationsAbility to handle both routine and crisis situations calmly and efficientlyExcellent customer service, communication, and interpersonal skillsAbility to communicate effectively with all levels of personnel and the publicAbility to prepare reports, logs, and operational documentationAbility to read, understand, and apply operating procedures and instructionsPreferred Qualifications:Experience working within KPI-driven operational environmentsExperience supervising a Security Operations Center environmentExperience with enterprise security technologies and monitoring platformsExperience supporting large corporate security operations.Benefits:Medical, dental, vision, basic life, AD&D, and disability insuranceCompany's retirement plansSeven holidays annually paid at time and a half, if worked40 hours of vacation after one year of employment at eligible work assignments; unused vacation is only paid out where required by law
Worksite address
atlanta, GA, 30301, US
Who can apply
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