Regional Security Operations Center (RSOC) Supervisor

The RSOC Supervisor is responsible for program-level leadership of the Regional Security Operations Center (RSOC) supporting sites onboard to the RSOC. This operationally focused supervisor provides high-level oversight of RSOC performance, defines and enforces alarm triage and escalation policy, acts as the regional security systems specialist, and leads onboarding and continuous improvement for RSOC-supported sites. The RSOC Supervisor sets standards, governs operational outcomes, and escalates incidents and systemic issues.

How you will make an impact:

• Serve as the program owner for RSOC operations within the assigned region: set RSOC strategy, governance, operational standards and KPIs.
• Provide high-level supervision of RSOC performance and staffing models (scheduling, readiness, coverage).
• Lead executive- and regional-level reporting on RSOC activity, trends, and KPIs (alarm handling times, false-alarm rates, incident closure metrics).
• Define and maintain the alarm triage matrix, escalation playbooks and operator SOPs for access control, intrusion and life-safety events; ensure consistent, auditable responses across onboarded sites.
• Own incident-handling standards and post-incident review processes; coordinate root-cause analysis and systemic remediation with site stakeholders.
• Ensure shift-to-shift pass-down quality and enforce accurate incident documentation and reporting practices.
• Act as the regional access control specialist: set access provisioning/revocation policies, validate access control system configurations and S2 views/dashboards used by operators, and own access-control-related exception processes.
• Troubleshoot escalated access control issues and coordinate with Security Systems Engineers, IT and vendors for technical remediation.
• Maintain processes for badge administration and access-related requests routed to the RSOC.
• Lead RSOC onboarding for sites: validate system readiness (access control, video, visitor management), define alarm mapping and escalation paths, assign monitoring profiles and confirm operational playbooks.
• Develop and maintain operator training curricula, run competency assessments and periodic drills; set minimum operator proficiencies.
• Implement QA practices for operator performance and system monitoring (VMS, access control, incident platforms).
• Drive continual improvement - implement automation, tuning rules and processes that reduce manual tasks and false alarms.
• Serve as the RSOC’s primary point-of-contact for regional Facilities, IT, HR, site security leadership and compliance teams.
• Ensure RSOC policies and operations comply with applicable regional privacy/regulatory requirements (e.g., GDPR) and local audit needs.
• Own program-level vendor relationship management and contracts oversight (service-level expectations, escalations)., Reporting & work environment:
• Reports to the Global Technical Security Senior Manager
• FTE role requiring onsite presence. Occasional travel for onboarding or incident response.

All other duties as assigned.

• 5+ years in physical security or security operations, with SOC/monitoring center experience.
• 3+ years supervisory or program-lead experience managing operational teams (or programs) in a multi-shift environment.
• Hands-on experience with access control systems and SOC monitoring tools (S2 Global preferred).
• Strong knowledge of VMS/CCTV, visitor management, mass notification and incident management platforms.
• Experience writing SOPs, escalation matrices and operator training programs.
• Strong verbal and written communication skills and demonstrated stakeholder management.
• Flexibility for shift work and ability to respond to incidents outside standard hours., * Prior experience supervising regional SOC/RSOC programs or onboarding multiple sites into a centralized SOC.
• Familiarity with Milestone Corporate XProtect, Enterprise Visitor Management, and Lenel S2 Global Access Control.
• Experience in controlled substance / DEA vault security programs a plus.
• Associate’s or bachelor’s degree in Information Systems, Security Management or related field.

Competencies:

• Strategic, program-level thinker who can operationalize policy into measurable outcomes.
• Strong leader and coach; able to set clear standards and drive contractor/operator performance.
• Detail-oriented, process-driven and collaborative across IT, Facilities and regional leadership.