Security Operations Centre (SOC) Supervisor

Paladin Security; Burnaby; On-site; CAD 36,000 - 50,000; Full time

Benefits offered by this job

Great Place To Work Certified 2026

CARE culture and employee development

Job summary

Paladin Security is seeking an ISOC Supervisor in Burnaby to oversee CCTV monitoring operations while performing hands-on duties during shifts. You will balance supervision with client-focused service, ensure coverage, and support program development.

The role includes staff coaching, training, scheduling, and maintaining procedures to meet client priorities and service standards. A strong emphasis on teamwork, discretion, and incident handling is required.

Qualifications

• Minimum 1 year of supervisory or team lead experience.
• Experience in security/CCTV monitoring is an asset.
• Strong organizational and scheduling skills.
• Excellent written and verbal communication skills.
• Ability to train, coach, and provide constructive feedback.
• Ability to remain calm and make sound decisions in time-sensitive situations.

Responsibilities

• Supervise and support the monitoring team during daily operations.
• Maintain team schedules, staffing coverage, and operational priorities; support training and onboarding.
• Develop, update, and maintain SOPs, training materials, workflows, and operational documentation.
• Identify operational issues and communicate improvements to the manager; support incident escalation and resolution.
• Assist Paladin Management with development of the monitoring program and maintain client relationships.

Skills

Supervision

CCTV monitoring

Scheduling

Training

Coaching

Communication

Attention to detail

Decision making

Documentation

Confidentiality

Independent work

Tools

CCTV software

Job description

Job Skills / Requirements

Position Overview

As an ISOC Supervisor, you will be responsible for day-to-day supervision, coordination, and ongoing development of client dedicated IREN monitoring operations. This is a working-supervisor position, with the Supervisor performing CCTV monitoring duties during working hours in addition to their supervisory responsibilities.

The Supervisor will ensure the team maintains appropriate coverage, follows established procedures, and remains focused on client priorities and operational requirements. The position will also be responsible for maintaining schedules, supporting employee training and onboarding, monitoring performance, providing initial coaching and corrective feedback, and assisting Operations Centre Manager with the ongoing development of the program.

The position requires a balance of hands-on CCTV monitoring, employee supervision, client service, operational coordination, and program support.

Pay Rate - $31/hr

Key Responsibilities

Team Supervision

• Supervise and support the monitoring team during daily operations

Training and Development, Hiring Support and Coverage

• Maintain team schedules, staffing coverage, and operational priorities
• Support training, onboarding, and sit-in sessions for new employees and provide feedback to Operations Centre Manager.
• Monitor employee performance and provide coaching, feedback, and initial performance management, including verbal warnings when appropriate.

Program Development and Continuous Improvement

• Develop, update, and maintain SOPs, training materials, workflows, and operational documentation.
• Monitor compliance with procedures, client requirements, and service standards.
• Communicate changes to procedures and ensure employees understand updated requirements.

Quality assurance and performance management

• Identify operational issues, trends, and opportunities for improvement and communicate them to Operations Centre Manager.
• Support incident escalation, reporting, documentation, and resolution in accordance with established procedures.
• Lead by example through consistent adherence to monitoring procedures and client expectations.

Client and Management support

• Assist Paladin Management with the ongoing development and improvement of the monitoring program.
• Maintain a strong, professional relationship with the client and ensure team activities align with client priorities and expectations.
• Performs other duties as required to meet the ongoing needs of the organization

Skills and Qualifications

• Minimum 1 year of supervisory or team lead experience, preferably in security, CCTV monitoring, operations, or a related environment.
• Experience working in a security operations or monitoring environment is an asset.
• Strong organizational and scheduling skills.
• Excellent written and verbal communication skills.
• Ability to train, coach, and provide constructive feedback.
• Strong attention to detail and ability to identify operational issues.
• Ability to remain calm and make sound decisions in time-sensitive situations.
• Comfortable developing processes and SOPs in an evolving operational environment.
• Strong computer skills and ability to learn and work with CCTV/video monitoring and related software.
• Ability to work independently while also collaborating effectively with management, the client, and the monitoring team.
• Strong documentation and report writing skills.
• Demonstrated professionalism, discretion, and commitment to confidentiality

Additional Information / Benefits

Paladin Security: Great Place To Work Certified™ 2026 - Making the World a Safer and Friendlier Place because we CARE !

The Paladin Difference starts with our people; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!

• Paladin Security has a diverse workforce and we believe in and are committed to a workplace culture of respect, inclusion, and diversity.
• Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed.

We thank all applicants for their interest; however, only those candidates that are short listed will be contacted for an interview.

This is a Full-Time position