Plano, TX, United States of America
Onsite
Overview
The iSOC Supervisor provides leadership and operational oversight during assigned shifts. This role ensures effective execution of security monitoring, incident response, and client communication. The Supervisor manages a team of Coordinators, serves as the first point of escalation for both internal and external stakeholders, and works closely with management, training, and IT teams to drive performance, compliance, and service excellence.
Responsibilities
Operational Leadership & Escalation
Supervise shift operations to ensure policies, procedures, and performance standards are met
Serve as the first point of escalation for internal teams and external clients, resolving issues quickly and effectively
Oversee resource allocation across monitoring centers, adjusting for workload demands
Conduct shift briefings and debriefings, and deliver clear end-of-shift summary reports
Review and approve incident reports, ensuring accuracy and timely client delivery
Team Supervision & Development
Lead and support Coordinators, providing coaching, feedback, and performance management
Hold regular one-on-one meetings to address attendance, productivity, and development goals
Promote continuous learning and growth through training, cross-training, and development opportunities
Share real-time performance insights and statistics to drive accountability and improvement
Quality Assurance & Compliance
Monitor adherence to company policies, security protocols, and industry regulations
Ensure equipment and monitoring tools function properly, reporting issues to IT and leadership
Maintain accurate employee documentation, including reviews and Workday task completion
Review current operating practices and identify opportunities to improve efficiency and service delivery
Recruitment & Workforce Planning
Lead recruitment efforts for iSOC Coordinators, including interviewing and pipeline management
Manage scheduling to ensure adequate staffing and coverage during all shifts
Partner with leadership to forecast workforce needs and maintain staffing readiness
Administrative & Additional Responsibilities
Oversee time management, attendance tracking, and payroll approvals for direct reports
Collaborate with iSOC Managers and Leads to refine and evaluate training programs
Maintain professional communication with employees, clients, and vendors
Participate in testing and evaluating new hardware and software to improve iSOC operations
Address performance concerns promptly through coaching and corrective actions when necessary
Qualifications
High School Diploma or GED required
Prior supervisory experience in call center, monitoring, or security operations preferred
Proficiency in Monitoring Automation Software and Microsoft Office Suite
Strong leadership skills with proven ability to coach and motivate teams
Strong troubleshooting and problem-solving abilities
Excellent written and verbal communication skills
Dependable, detail-oriented, and analytical
Ability to manage multiple priorities with urgency and accuracy
Strong organizational and interpersonal skills
Eligible to meet Alarm Representative licensing qualifications across multiple states (including background checks and fingerprinting as required)
Monthly Performance Bonus
Interface’s Interactive Security Operations Center Supervisors are eligible for the Performance Monthly Bonus Award Program after 90 days of successful active employment. Interface awards its highest-performing supervisors based on specific metrics and eligibility criteria, with the opportunity to earn up to $1,600.00 per month in bonus awards.
Work Environment
Supervisors work in Interface’s state-of-the-art Interactive Security Operations Center (iSOC), equipped with the latest technology in video surveillance, two-way audio communication systems, and intuitive alarm monitoring software. Coordinators and Supervisors are trained to manage multiple security events simultaneously using advanced monitoring tools, customized automation solutions, proprietary software integrations, and ergonomic workstations designed for video monitoring efficiency.
Schedule
The approximate schedule for this role is 10:00 PM–6:30 AM. Please note that scheduled days off may vary based on business needs; however, we will work with the selected candidate on scheduling where possible.
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.