SOC Supervisor

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries. Learn more about us at https://www.charterts.com

JOB SUMMARY

We are seeking an experienced SOC Supervisor to lead the day-to-day operations of our Security Operations Center. This role is responsible for managing SOC personnel, overseeing alert and incident response workflows, ensuring service levels and quality standards are met, and driving continuous operational improvement.

The SOC Supervisor serves as both a tactical leader and a strategic manager. On the tactical side, this person oversees queue health, coordinates major incident response, removes blockers for engineers, and acts as the highest point of operational escalation. On the strategic side, the role focuses on people leadership, process governance, KPI reporting, quality assurance, and SOC maturity initiatives.

This is a leadership role for someone who can balance operational oversight, incident command, coaching and development, and continuous process improvement in a fast-paced managed services environment.

ROLE & RESPONSIBILITIES

Operational Oversight & Incident Handling

Oversee daily SOC operations and monitor the health of the alert and ticket queue

Balance workloads across SOC team members to ensure efficient operations

Act as Incident Commander during critical or high-impact security incidents

Lead communications with customers, internal IT teams, and executive stakeholders during major incidents

Ensure the team consistently meets SLAs for triage, response, escalation, and resolution

Remove technical, operational, or cross-functional blockers impacting investigations

Serve as the highest point of operational escalation for the team or shift

Review handoff logs and ensure continuity across shifts

Team Leadership & People Management

Lead, coach, and develop SOC staff across multiple experience levels

Conduct regular 1-on-1 meetings focused on performance, growth, and career development

Manage shift schedules, coverage plans, on-call rotations, and time-off requests

Build training plans and support skill development for junior and mid-level analysts

Address performance, behavioral, and engagement issues promptly and professionally

Foster a collaborative, accountable, and blameless team culture

Support internal talent progression and promotion readiness

Quality Assurance

Conduct regular QA reviews of closed, escalated, and high-impact tickets

Ensure SOC documentation is accurate, complete, professional, and audit-ready

Identify recurring quality issues or knowledge gaps across the team

Provide clear, actionable feedback to improve analysis quality and communication

Address stakeholder feedback related to investigation quality or customer communication

Process Governance & Playbooks

Enforce the use of approved playbooks, SOPs, and standardized workflows

Ensure team members contribute to the creation and maintenance of playbooks

Review and approve updates to core SOC processes and response procedures

Maintain operational compliance with internal standards and relevant regulatory requirements

Drive consistency in incident handling and reduce reliance on tribal knowledge

Operational Improvement

Analyze SOC metrics such as time to triage, time to contain, response efficiency, and queue aging

Identify process bottlenecks and implement workflow improvements

Advocate for tooling enhancements, automation opportunities, and detection tuning

Partner with Detection Engineering, Threat Intelligence, IT, and other teams to close operational gaps

Reduce analyst fatigue and false positives through process and technology improvements

Help mature the SOC from a reactive function into a proactive security operation

Reporting, Communication & Ownership

Generate and present KPI and performance reporting to leadership on a regular basis

Provide accurate, transparent updates on SOC operations, risks, and team performance

Represent the SOC in cross-functional meetings and stakeholder discussions

Proactively identify risks to service delivery, including staffing shortages, tooling issues, and process gaps

Take accountability for team outcomes and lead root cause analysis and corrective actions when issues arise

REQUIRED SKILLS

Strong leadership and people management skills in a SOC, NOC, or security operations environment

Experience leading major incident response and serving in an incident command role

Deep understanding of SOC workflows, escalation paths, case management, and alert triage operations

Ability to manage queue health, prioritize competing operational demands, and maintain SLA performance

Strong communication skills with the ability to engage technical teams, customers, and executive stakeholders

Experience with QA reviews, documentation standards, and audit-ready case handling

Ability to use metrics and reporting to drive operational decisions and continuous improvement

Knowledge of playbook development, SOP governance, and process standardization

Familiarity with detection tuning, SOAR/automation opportunities, and operational tooling improvements

Strong coaching, mentoring, and performance management capabilities

Ability to stay calm and decisive in high-pressure situations

Strong organizational skills and ability to balance tactical response with strategic initiatives

QUALIFICATIONS

5+ years of experience in Security Operations, Incident Response, or Cybersecurity Operations

2+ years of experience in a leadership, supervisory, or team lead role within a SOC or similar environment

Experience managing analysts or engineers across multiple levels of seniority

Proven experience overseeing security incidents, escalations, and operational workflows in a 24x7 or shift-based environment

Experience working with SOC tooling such as SIEM, SOAR, EDR/XDR, ticketing systems, and case management platforms

Strong understanding of incident response processes, threat detection, escalation management, and security operations best practices

Experience with KPI development, SLA tracking, and operational performance reporting

Familiarity with audit, compliance, and documentation requirements relevant to security operations

Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or a related field preferred

Industry certifications such as Security+, CySA+, GCIH, GCIA, CISSP, or equivalent are preferred

WORK SCHEDULE & LOCATION

This is a full-time remote role, 8am – 5pm EST, Monday – Friday. Occasional travel for CTS Cybersecurity and team building events is expected (3-4 times a year).

COMPENSATION

The salary range for this role is $110,000 - $115,000.

BENEFITS

Competitive compensation

Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Employee Assistance Program (EAP)

Retirement Plan (401(k)) with company match

Commuter Benefits

Short-Term Disability Insu