Enterprise Security Operations Center (ESOC) Shift Supervisor

Overview

Company Overview:

Allied 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.

Job Description

Allied Universal® is hiring a Enterprise Security Operations Center (ESOC) Shift Supervisor. The Enterprise Security Operations Center (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.

Location: Sandy Springs Ga 30328

Employment Type: Full Time

Starting Base Pay Rate: $23.50 / hour

RESPONSIBILITIES:

• 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 investigations
• Monitor Operator performance, productivity, and procedural compliance while serving as a “player coach” and supporting operator duties as needed
• Maintain 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 events
• Ensure proper incident handling, documentation, post-incident reporting, chronological event logging, shift reports, pass-down logs, and related operational records
• Monitor, answer, route, and document administrative calls, emergency hotlines, intercoms, radio communications, and other operational communications in a calm and professional manner
• Act as a communications hub and cross-department liaison, providing tactical direction, information routing, and operational guidance to field security personnel and corporate stakeholders
• Support scheduling, work order execution, labor compliance, clock-in/clock-out auditing, uniform ordering, compliance tracking, certification entries, and IT/service ticket routing
• Evaluate ESOC program performance and recommend productivity improvements, cost-reduction opportunities, physical security enhancements, and updates to standing Post Orders

The 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 Leadership
• Infrastructure 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 operations
• Mass Emergency Notifications: Initiate and disseminate enterprise-wide crisis alerts and emergency notifications strictly pursuant to established emergency criteria and site Post Orders
• Emergency 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 duress

QUALIFICATIONS:

• High school diploma or equivalent, or five (5) years of verifiable work experience
• Minimum of two (2) years of leadership or supervisory experience, in a Security Operations Center or Law Enforcement Dispatch Center environment
• Minimum of two (2) years of security-related experience
• Intermediate proficiency with Microsoft Office applications
• Ability to handle both routine and crisis situations calmly and efficiently
• Excellent customer service, communication, and interpersonal skills
• Ability to communicate effectively with all levels of personnel and the public
• Ability to prepare reports, logs, and operational documentation
• Ability to read, understand, and apply operating procedures and instructions

PREFERRED QUALIFICATIONS:

• Experience working within KPI-driven operational environments
• Experience supervising a Security Operations Center environment
• Experience with enterprise security technologies and monitoring platforms
• Experience supporting large corporate security operations.

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Company's retirement plans
• Seven holidays annually paid at time and a half, if worked
• 40 hours of vacation after one year of employment at eligible work assignments; unused vacation is only paid out where required by law

Closing

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

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