Security Operations Centre (SOC) Supervisor

Security Operations Centre (SOC) Supervisor

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

o Supervise and support the monitoring team during daily operations

Training and Development, Hiring Support and Coverage

o Maintain team schedules, staffing coverage, and operational priorities

o Support training, onboarding, and sit-in sessions for new employees and provide feedback to Operations Centre Manager.

o Monitor employee performance and provide coaching, feedback, and initial performance management, including verbal warnings when appropriate.

Program Development and Continuous Improvement

o Develop, update, and maintain SOPs, training materials, workflows, and operational documentation.

o Monitor compliance with procedures, client requirements, and service standards.

o Communicate changes to procedures and ensure employees understand updated requirements.

Quality assurance and performance management

o Identify operational issues, trends, and opportunities for improvement and communicate them to Operations Centre Manager.

o Support incident escalation, reporting, documentation, and resolution in accordance with established procedures.

o Lead by example through consistent adherence to monitoring procedures and client expectations.

Client and Management support

o Assist Paladin Management with the ongoing development and improvement of the monitoring program.

o 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.

Valid Security Worker License and Alarm Monitoring Licence in British Columbia are required.

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