GSOC Supervisor

We are partnered with a renowned intelligence and strategic risk consultancy in the security sector. This firm offers an innovative, fast-paced, and continuously expanding work environment, where employees gain exposure to high-profile clients across various industries, from multinational corporations to government agencies and NGOs!

They are seeking an experienced GSOC Supervisor, working on-site and embedded within an evolving GSOC team. This role involves leading a team of Operators responsible for critical security functions, including access control, alarm monitoring, customer service, incident management, and other operational tasks. You will ensure that all activities align with established policies and procedures while meeting client standards.

This is a full-time on-site position, 10:00 PM – 6:45 AM from Tuesday to Sunday. The role requires working in a 24/7 environment, monitoring various information systems, CCTV feeds, and alarm systems, and responding to security incidents that may impact the client’s people, products, property, or brand image.

Responsibilities:

• Draft, review, and distribute stakeholder notifications.
• Triage and manage incidents that cause business disruptions.
• Mentor and develop Operators through coaching, feedback, and conflict management.
• Oversee quality control for all production, support, and staffing functions in collaboration with the Operations Manager.
• Identify and implement process and quality improvements.
• Represent the GSOC in incident response meetings with stakeholders.
• Facilitate training exercises such as “tabletop” and drill scenarios during shifts.
• Conduct shift briefings to provide updates, assignments, and ensure compliance with policies.
• Provide on-call support as needed.
• Analyse service statistics and prepare detailed reports.
• Address escalated customer service issues promptly.
• Collaborate across departments to propose and implement solutions to challenges.

Requirements:

• Bachelor’s Degree in Criminology, Political Science, Business Management, Criminal Justice, Communications, Sociology, or a related field.
• Proven experience managing or leading teams (including line management, training, or mentoring).
• Strong written and verbal communication skills.
• Experience conducting research or analysis.
• Ability to multitask effectively in a fast-paced, high-pressure environment.
• Team-oriented, dependable, and enthusiastic with a positive attitude.
• Comfortable working in a high-tech environment and eager to learn new tools and innovations.
• Self-motivated and knowledgeable about current events and industry trends.
• Strong analytical and organisational skills.

Preferred Qualifications:

• Familiarity with security systems for access control and alarm monitoring.
• Knowledge of mass employee notification systems.
• Experience managing teams in corporate security, government, or military settings.
• Proven experience leading a team of at least five people.