EMEA Security Control Centre Supervisor

ICTS UK Ltd; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

ICTS UK Ltd is seeking an EMEA Security Control Centre Supervisor to oversee daily ESCC operations across the EMEA region. You will manage incident responses, supervise ESCC Controllers, and drive adherence to policies while delivering high-quality security service.

You will mentor staff, coordinate 24/7 incident handling, and liaise with security leadership to sustain robust crisis management and travel risk controls.

Qualifications

• Proven supervisory experience in a security operations centre within a multinational organisation.

Responsibilities

• Oversee ESCC daily operations and incident responses across the EMEA region.
• Provide guidance, training and supervision to ESCC operators.
• Maintain policies, procedures and high customer service standards.
• Coordinate out-of-hours security team operations and emergency procedures.
• Report incidents and security intelligence to stakeholders in a timely manner.

Skills

Supervisory experience

CCTV systems

Intrusion detection

Access control

Incident management

Microsoft Office

English communication

Emergency response

Education

SIA Licence (Door Supervisor & Public Surveillance)

First Aid at Work

ILM/CMI Level 3 Leadership

Tools

Genetec

Lenel On-Guard

EVERBRIDGE

Dataminr

Job description

Role Title

EMEA Security Control Centre Supervisor

Department

Security

Career Level

Employee

Role Reports to:

EMEA Security Control Centre Operations Manager

Geographical Remit

Site Based

Summary of role

The EMEA Security Control Centre (ESCC) Supervisor is responsible for overseeing the daily operations of the ESCC, ensuring effective and timely responses to incidents, and managing personnel, systems, and procedures. They ensure that all operations are conducted in line with established policies and procedures. The supervisor also develops and implements security policies, supports travel risk management, and provides guidance and training to ESCC operators while maintaining exceptional customer service standards.

Key responsibilities will include but are not limited to.

• Monitor and manage incident alert and response platforms 24/7 to identify, assess and elevate incidents according to SOPs.
• Report incidents throughout the EMEA region as per SOPs.
• Collate and report on security related intelligence to safeguard all staff members that are traveling or based in the EMEA region.
• Supervising emergency procedures across the EMEA region including local emergency procedures.
• Supervising and co-ordinating the out of hours’ security team operations across the EMEA region.

Main responsibilities

• Relationship Management
  • Work closely with the Security Management Team to manage client requirements.
  • Mentor, train and supervise the ESCC Controllers.
  • Build and maintain working relationships with security contacts throughout the EMEA region and with our Global counterparts.
• Operations Management
  • Maintain and enhance the standard of the Security Team through adherence to the training and personnel development routine.
  • Provide detailed, accurate and timely information to the client Security leadership during incidents.
  • Ensure site procedures are managed, audited & scrutinised and innovations are introduced.
  • Coordinate the management of physical security, crisis management and fire prevention in accordance with client expectations, policies and procedures.
  • Collate and report on security related intelligence to safeguard all staff members that are traveling or based in the EMEA region.
• People Management
  • Lead, manage and motivate security team staff including goal setting, performance reviews, appraisals, performance management, coaching, training & development planning.
  • Support company vision, culture and core values through leadership, mentoring and coaching.
  • Supervise day-to-day operations of the ESCC and its staff
• Other Duties
  • Carry out any other reasonable request as required by your Line Manager or the Customer

Other duties and responsibilities

Health & Safety

Health and Safety responsibilities

• Ensure work is carried out in accordance with site/department procedures and training provided.
• Comply with the ICTS Health and Safety Policy, procedures and protocols at all times.
• Ensure you have received the required training prior to commencing works.
• Ensure that you are working in accordance with the safe system of works, as briefed by your Line Manager.
• Ensure that you are fit for work prior to reporting for duty each day.
• If you are operating machinery/plant/vehicles you must operate safely in accordance with the instruction and training provided.
• Always set a good example.

Required skills & Experience

Essential

• Proven experience in supervisory roles within a security operations centre environment within the Corporate Security sector at a multi-national, global organisation
• Proven knowledge and experience in the supervision and use of physical security systems and principles. (Not limited to CCTV, Intrusion Detection systems, Electronic Access Control, Social Listening platforms, mainstream media and regional mass message notification platforms.)
• Experience in monitoring, reviewing, escalating, and managing security incidents across multiple countries within Europe, The Middle East and Africa in a highly demanding and at times, stressful environment.
• Proficient in the use of the Microsoft Office package. (Word, Excel, Outlook, PowerPoint, and Teams)
• A methodical, structured approach to incident escalation, management, resolution and reporting.
• Excellent interpersonal and communication skills with an excellent command of the English language both verbally and in writing.
• Can deliver succinct, clear verbal and written reports where necessary.
• Demonstrate the ability to think and act quickly in emergencies or under pressure.

Desirable

• Use of mass notification systems (EVERBRIDGE).
• Security systems (Genetec, Lenel On-Guard or similar).
• Security intelligence & alert platforms (ANVIL, Dataminr, TRIS) or equivalent.

Qualifications & Licences

Essential

• SIA Licence (Door Supervisor & Public Surveillance- CCTV).
• First Aid at Work certificate.
• ILM/CMI Level 3 Leadership qualification or similar.

Desirable

• ASIS APP, The Security Institute or other recognised security management qualification.
• TAVCOM Security Control Room Supervisor’s course or similar

Site Specific Information

This position is on a rolling rota, 4 days, 4 off, 4 nights, 4 off, 12-hour shifts, 07:00 – 19:00 and 19:00 – 07:00.