GSOC Supervisor

DeKalb Health; Plano (TX); On-site; USD 30,000 - 47,000; Full time

Benefits offered by this job

Weekly pay

Medical, dental, and vision insurance

Paid time off

Leadership development and training

Career path into GSOC management

Plano GSOC operations floor

Job summary

Specialized operates a 24/7 Global Security Operations Center in Plano, Texas. As aGSOC Supervisor, you will lead operators, manage escalations, and ensure adherence to SOPs and incident procedures.

You will direct real-time operations, coordinate with clients, and drive performance against KPIs while maintaining quality and safety standards.

Qualifications

• High school diploma or equivalent required; college coursework preferred in security.
• Previous supervisory or lead experience in a GSOC/SEC, command center, dispatch, or 24/7 security environment.
• Strong background in CCTV/VMS, access control, intrusion alarms, and emergency procedures.

Responsibilities

• Direct GSOC Operators during shifts, balancing workloads and staffing.
• Own escalations; act as incident command for high-priority events.
• Ensure SOPs, post orders and escalation matrices are followed and updated.

Skills

Team leadership

Incident command

SOPs & procedures

PSIM systems

Security operations

KPI management

Emergency response

Staff development

Education

High school diploma or equivalent

College coursework or degree in security

Tools

Aurix™ platform

PSIM / security platforms

Job description

• Job Category Full-time
• Manage Others No

Contact information

• Name K. Balanta

Description

Global Security Operations Center | Plano, Texas | Hourly, Full-Time

Specialized operates an enterprise-grade Global Security Operations Center (GSOC) 24/7/365 from a purpose-built facility in Plano, Texas. As a GSOC Supervisor, you will own the operations floor during your assigned shift—leading operators, maintaining procedural standards, managing escalations, and taking command when incidents require elevated response.

This is a working supervisor role for an experienced security professional who can lead a high-performing team, make sound decisions under pressure, and continuously develop the people and processes that support the operation.

The Role

As a working shift supervisor, you will direct GSOC Operators in real time, manage escalations, and assume incident command during critical or complex events. You will ensure every event is handled according to established standards through Aurix™, our proprietary automation platform.

You will be accountable for the overall quality and performance of your shift, including response times, documentation, procedural compliance, incident management, and team readiness.

What You'll Do

Lead the Floor

Direct, support, and coach GSOC Operators throughout the shift.

Balance workloads across positions and ensure appropriate staffing and coverage.

Maintain a clear and current common operating picture across all active incidents and operations.

Own Escalations

Take command of critical, complex, and high-priority incidents.

Make and approve real-time response decisions within established authority and procedures.

Serve as the primary shift-level point of contact for GSOC management and designated client stakeholders.

Enforce the Standard

Ensure operators consistently follow SOPs, post orders, escalation matrices, and established response protocols.

Identify procedural deviations and address them immediately.

Reinforce accountability while maintaining a professional and productive operating environment.

Drive KPIs & SLAs

Hold the shift accountable for established response-time, accuracy, productivity, and service-level targets.

Monitor operational performance and identify trends or deficiencies before they impact service quality.

Use performance data to drive coaching, corrective action, and continuous improvement.

Assure Quality

Review incident logs, reports, alarm dispositions, and dispatch decisions for accuracy and completeness.

Correct documentation or procedural issues in real time whenever possible.

Ensure incidents are properly escalated, documented, and closed in accordance with established standards.

Develop the Team

Coach, train, and mentor GSOC Operators throughout the shift.

Verify operator readiness, required training, and applicable certifications.

Provide consistent feedback and development opportunities to build a strong internal talent pipeline.

Command Critical Events

Serve as the operational lead during emergencies, major security events, and other high-impact incidents.

Activate the appropriate incident-management process and coordinate resources in accordance with established procedures.

Notify GSOC management and leadership at defined escalation triggers.

Improve the Operation

Identify opportunities to improve SOPs, escalation matrices, post orders, and operational workflows based on real-world events and lessons learned.

Support continuous improvement initiatives and operational reviews.

Ensure effective shift handoffs and transfer a complete, accurate operating picture to the incoming supervisor.

What We're Looking For

High school diploma or equivalent required. College coursework or a degree in security, criminal justice, emergency management, or a related field is preferred.

Prior supervisory or lead experience in a GSOC/SOC, command center, dispatch, alarm monitoring, or 24/7 security operations environment.

Professional background in the security industry, military, law enforcement, or a related field.

Working knowledge of video surveillance systems (CCTV/VMS), access control, intrusion alarms, and emergency response/escalation procedures.

Demonstrated ability to lead calmly and effectively under pressure while holding a team accountable to established standards.

Strong written and verbal communication skills, including incident documentation, operational briefings, and stakeholder communications.

Strong judgment, situational awareness, and decision-making skills.

Ability to manage multiple concurrent incidents while maintaining overall operational awareness.

Availability to work rotating shifts in a 24/7/365 operation, including nights, weekends, and holidays.

Ability to obtain a Texas Level II Non-Commissioned Security Officer License and any additional supervisory licensing required. Specialized sponsors and supports licensing for qualified hired candidates.

What Sets You Apart

Enterprise or corporate GSOC/SOC supervisory experience.

Experience developing, implementing, or refining SOPs, escalation matrices, post orders, and shift standards.

Hands-on experience with PSIM, security operations platforms, automation tools, or incident-management systems.

Emergency dispatch, 911/EMD, telecommunicator, or crisis-communication leadership experience.

Experience managing performance against operational KPIs and SLAs.

Experience conducting incident reviews, quality assurance, and corrective-action processes.

What We Offer

Weekly pay.

Competitive hourly compensation: -based on experience and shift assignment.

Medical, dental, and vision insurance.

Paid time off.

Leadership development and professional training.

A clear career path into GSOC management.

A purpose-built Plano GSOC operations floor equipped with modern security technology and tools.

Schedule & Location

This is an on-site, full-time, hourly working-supervisor position at the Specialized Global Security Operations Center in Plano, Texas.

The GSOC operates 24/7/365, and employees must be available to work rotating shifts, including nights, weekends, and holidays. Final shift assignments will be confirmed during the hiring process.

Reports to: GSOC Management

Ready to Lead a Room That Matters?

If you're ready to lead a team, take command when it matters most, and help build a stronger security operation, apply today and help set the standard in security.

Specialized is an Equal Opportunity Employer. Employment is contingent upon successful completion of pre-employment screening and applicable Texas licensing requirements.

Setting the Standard in Security.
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