Supervisors run screening operations and screening managers manage them. Managers are not supposed to be in the weeds. There's nothing wrong with this concept although you apparently believe in micromanagement. What should happen is that the screening manager ensures the supervisor resolves the situation professionally and competently. Should screening managers know the SOP? Well, they should be familiar with it or at least know where to look things up should there be any specific questions about a certain procedure. However, they are not nor should they be involved in the mechanics of screening operations. Problem is that we do have some who are, and it makes screening that much more frustrating for screeners, leads and supervisors because everything becomes a matter of politics and cheap PR.