Control Center Supervisor

Olgoonik is an Equal Opportunity Employer

Overview:

The Control Center Supervisor (CCS) plays a key leadership role in managing the day-to-day operations of the Social Security Administration's (SSA) secure control centers. Working under the direction of the Control Center Manager (CCM), the CCS provides direct supervision to Control Center Operators (CCOs), ensures adherence to operational protocols, and serves as a critical point of coordination with government Watch Officers and emergency response entities. The CCS oversees shift activities, ensures accurate documentation of incidents and alarms, maintains inventory and logs, and enforces policies outlined in the Control Center Operations Manual. This position requires strong leadership, operational awareness, and the ability to manage real-time response efforts in a dynamic, high-security environment.

Primary Responsibilities:

• Provide operational oversight of all control centers when on duty.
• Prepare and electronically distribute all operational logs, reports, and incident notifications.
• Conduct and/or report on equipment testing.
• Maintain lost and found inventory and electronic log.
• Prepare Automated Incident Reports (AIRs) on found property.
• Maintain key control using both paper and electronic logs.
• Coordinate the distribution of denial of access and situational awareness documents received from the Government.
• Respond to questions regarding access control and property removal.
• With the Control Center Manager, update and maintain the Control Center Operations Manual and Standard Operating Procedures (SOPs).
• Ensure information is passed on to CCOs, the CCM, and other contractor/government personnel, as appropriate.
• Brief incoming CCSs on all activity.
• Provide information to the Government Watch Officer on all incidents.

Supervisory Responsibilities:

• Ensure performance by the control center operators.
• Communicate with the Government Watch Officer regarding real-time operations and staffing performance.
• Conduct on-the-job (OJT) training of new control center personnel.
• Brief incoming CCSs to ensure seamless shift turnover.
• Enforce SOP adherence and serve as point of accountability for incident response documentation.
• Support and coordinate with the CCM on staffing, procedural enforcement, and documentation.

Education and/or Experience:

• High school diploma or GED.
• Minimum of three (3) years of supervisory experience in control center or security operations.
• Prior experience as a Control Center Operator or equivalent is strongly preferred.

Knowledge, Skills, and Abilities:

• Comprehensive knowledge of control center operations, SSA-specific systems, and surveillance/intrusion technologies.
• Ability to manage personnel, assign tasks, and assess performance in a fast-paced environment.
• Strong written and oral communication skills for report preparation, incident documentation, and interagency coordination.
• Proficient in Microsoft Office and SSA-specific platforms.
• Able to enforce and update SOPs, conduct inspections, and lead by example.
• Excellent multitasking, organizational, and decision-making skills in high-pressure situations.

Certificates, Licenses, Registrations:

• APCO Public Safety Telecommunicator certification (must be obtained within 90 days of contract start or hire date).
• Completion of required FEMA courses:
  • IS-100.C - Introduction to the Incident Command System
  • IS-700.B - Introduction to the National Incident Management System
  • IS-144 - Telecommunicator Emergency Response Taskforce (TERT) Basic Course

Security Clearance:

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to be able to occasionally stand; walk; sit; use hands and/or fingers to handle, or feel objects, tools or controls; operate office equipment, reach with hands and arms; climb stairs; balance; stoop; kneel; talk or hear; taste or smell. The employee must occasionally lift and or move up to 25 pounds.

Work Environment:

General office environment.

Olgoonik is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local laws. As an Alaska Native corporation, Olgoonik provides hiring preference to Olgoonik shareholders, descendants, and their spouses to the extent allowed by law.