Physical Security Support Supervisor

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Full Time Madison, AL, US

Job Title:

Physical Security Support Supervisor

Location:

Huntsville, AL (Hybrid: In Office Monday-Wednesday)

Position Summary

Rather than managing a standard remote helpdesk, this supervisor oversees the team responsible for the software, networking, and remote troubleshooting of physical security technologies (CCTV, NVR/DVRs, Alarm Panels, and Access Control).

Key Responsibilities

Performance Monitoring:
Track and evaluate the performance of remote support analysts using time entries and key metrics. Compile monthly metrics on time entries to identify workflow bottlenecks and forecast staffing or training needs.

Coaching and Development:
Conduct regular one-on-one meetings and identify training gaps regarding new security hardware or software.

Resource Allocation:
Manage shift schedules, time-off requests, on-call rotation, and ticket routing to ensure adequate remote coverage during operating hours.

Hiring and Onboarding:
Interview, and develop training plan to support analysts, ensuring they understand both the technical requirements and internal standard operating procedures (SOPs).

Fostering Culture:
Maintain team morale, engagement, and collaboration in office and with remote staff.

Operations & Service Delivery

SLA Management:
Ensure the team meets Service Level Agreements (SLAs) for enterprise clients, and SLO’s when SLA’s are not present.

Process Improvement:
Develop, update, and enforce SOPs for troubleshooting workflows, remote firmware upgrades, and database backups.

Knowledge Base Management:
Maintain an up-to-date knowledge base with troubleshooting guides, network diagrams, and manufacturer contact information.

Monthly Reporting:
Prepare and present monthly operational summaries highlighting team performance metrics, project milestones, and resource requirements.

Incident Management:
Lead the response during major outages, coordinating with clients and internal stakeholders.

Quality Assurance:
Periodically audit resolved tickets to ensure analysts are adhering to best practices and manufacturer guidelines.

Escalation Point:
After hours last resort On-Call point of contact for Service Desk for CCTV, Access Control, and Monitoring related issues.

Client Reporting:
Work with Sales Representatives to generate and present weekly or monthly service reports to key clients.

Project Handoff:
Work closely with the project management and service teams to seamlessly transition newly commissioned CCTV and access control systems into post-installation remote support.

Required Qualifications

Experience & Leadership

Previous experience in a supervisory, team lead, or management role within an IT helpdesk or technical support environment.

Direct, hands-on experience working with physical security technologies, specifically CCTV, NVR/DVRs, Alarm Panels, and Access Control systems.

Proven track record of interviewing, onboarding, and developing training plans for technical support analysts.

Operational & Soft Skills

Experience writing, updating, and enforcing Standard Operating Procedures (SOPs) and maintaining technical knowledge bases.

Strong incident management skills, with the ability to coordinate effectively during major outages.

Excellent cross-functional communication skills, capable of collaborating with sales representatives, project managers, and enterprise clients.

Ability to conduct quality assurance audits on technical tickets to ensure best practices and manufacturer guidelines are met.

Preferred Qualifications

Total Industry

Experience:

3–5 years in IT support, technical support, or…