EMEA Security Control Centre Supervisor

ICTS (UK) Ltd; Greater London; On-site; GBP 42,000 - 60,000; Full time

Job summary

ICTS (UK) Ltd is seeking an ESCC Supervisor to oversee daily security centre operations across the EMEA region. You will ensure timely incident responses, manage personnel and procedures, and develop security policies in line with client expectations.

You will lead a team, coordinate with Security Management, and deliver training while maintaining exceptional customer service standards. This role requires strong English communication and a calm, decisive approach in emergencies.

Qualifications

• Proven supervisory experience in a Security Operations Centre environment within a multinational organisation.
• Experience supervising physical security systems (CCTV, intrusion detection, access control).
• Proven ability to monitor, escalate, and manage security incidents across Europe, MEA in high-pressure settings.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
• Excellent written and verbal English, with ability to report succinctly.

Responsibilities

• Monitor incident alert and response platforms 24/7 and escalate per SOPs.
• Report incidents across the EMEA region per SOPs.
• Collate and report security-related intelligence for traveling staff and staff based in the region.
• Supervise and coordinate out-of-hours security team operations across the EMEA region.
• Provide training and guidance to ESCC operators while maintaining high customer service standards.

Skills

SOC supervisory experience

Incident escalation & reporting

Multi-country incident management

MS Office proficiency

Excellent English communication

Education

First Aid at Work certificate

ILM/CMI Level 3 Leadership

Tools

Genetec

Lenel On-Guard

EVERBRIDGE

Dataminr

TRIS

Microsoft Office

Job description

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

• 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.

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

• 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.

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