National Security Operations Room Supervisor

Mitie

National Security Operations Room – Supervisor

Location: Norwich

Position: NSOR Supervisor

Hours: 07:00 - 17:00

The ideal candidate will be an experienced and confident leader with strong control‑room experience, excellent decision‑making skills, and the ability to motivate and support a team in a fast‑paced 24/7 environment.

They will demonstrate high standards of professionalism, strong knowledge of CCTV and incident management, and a clear commitment to compliance and service quality.

A current SIA licence is required, with previous supervisory or senior control‑room experience highly desirable.

Position Overview

The NSOR Supervisor is responsible for providing leadership and operational direction within a 24/7/365 control room, while also supporting with day‑to‑day duties as required. The role ensures effective performance, coordination, and professional development of Operators, and maintains consistent service delivery across all monitoring and incident‑response functions.

Reporting to the Site Security Manager, the Supervisor oversees CCTV and system functionality, leads real‑time incident management, and ensures full compliance with legal, regulatory, and organisational standards. Through strong oversight and people leadership, the role ensures the control room remains resilient, efficient, and aligned to organisational security objectives.

Key Responsibilities

Leadership, People Management & Workforce Coordination

Provide day‑to‑day leadership and supervision to Lead Operators and Operators working within the 24/7/365 control room environment.
Conduct monthly 1:1s, coaching conversations, and contribute to annual appraisals to support staff development, performance, and wellbeing.
Lead and motivate the team to maintain high standards of professionalism, conduct, accuracy, and service delivery.
Participate in recruitment activities, including shortlisting and conducting interviews, ensuring fair and consistent selection processes.
Ensure effective communication and handovers across all shifts, passing on critical information to maintain situational awareness and operational continuity.
Identify capability gaps and support training and development plans to build team competence, confidence, and future skill readiness.
Promote a positive, respectful, and performance‑led culture aligned to organisational values.

Operational Oversight, Incident Management & System Performance

Maintain oversight of VIP travel monitoring and ensure appropriate escalation and communication during disruptions or security concerns.
Oversee the delivery of all NSOR control room functions, ensuring safe, consistent, and compliant operation of CCTV, monitoring platforms, and communication systems.
Ensure all cameras and associated systems are operational, correctly configured, and capable of delivering required functions such as pan/tilt/zoom and high‑quality evidence capture.
Manage performance of security systems maintenance contractors, including monitoring service levels, reporting faults, and escalating non‑compliance or repeated failures.
Provide leadership during real‑time incidents, directing Lead Operators and Operators, ensuring correct procedures are followed, and authorising necessary escalations.
Balance operational demands, including prioritising responsibilities effectively.
Ensure the control room environment remains safe, clean, secure, and fully operational, addressing any issues promptly.
Maintain readiness to perform Operator duties were essential for continuity, resilience, or incident response.
Oversee routine operational checks (i.e. systems, radios, CCTV, control room equipment) completed by the team, ensuring corrective actions occur where required.

Compliance, Governance, Service Development & Stakeholder Engagement

Ensure all activities within the NSOR comply with relevant legislation and standards, including Data Protection, UK GDPR, Human Rights Act, RIPA, and organisational CCTV Codes of Practice.
Maintain oversight of evidence management processes, ensuring Operators follow accurate, secure, and auditable procedures.
Lead on internal quality assurance checks, ensuring logs, records, incident reports, and camera reviews meet required standards.
Identify opportunities to improve operational procedures, service quality, technology use, and customer experience.
Contribute to planning, development, and enhancement of the NSOR service, including future capability improvements.
Work collaboratively with internal and external partners, such as Police, Security teams, Estates, and other relevant stakeholders, ensuring effective coordination beyond the control room.
Manage escalated customer issues, service concerns, or complaints professionally and in line with organisational procedures.
Support communication‑based services (e.g., National and Local Radio Communications) including user engagement, issue resolution, and compliance with communication protocols.
Maintain accurate records, system updates, and administrative documentation to ensure governance and audit readiness.

Candidate Profile

Experienced in supervising teams within a control‑room or security operations environment.
Confident leader with strong communication, decision‑making, and incident‑management skills.
Proficient with CCTV, monitoring systems, and security technology.
Strong situational awareness, attention to detail, and ability to prioritise in a fast‑paced environment.
Solid understanding of compliance requirements (Data Protection, GDPR, RIPA, CCTV Codes of Practice).
Professional, reliable, and able to engage effectively with internal and external stakeholders.
Current SIA Licence (Security Guarding/Door Supervision) required, CCTV PSS desirable.