Physical Security Support Supervisor

Automated System Design; Madison (AL); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Uncapped Commission

100% Paid Medical and Dental

401(k) Matching

15 days PTO

Job summary

Automated Systems Design, Inc. (ASD) is seeking a Physical Security Support Supervisor in Madison, AL to lead a team responsible for remote support of CCTV, access control, and related security systems.

The role requires hands-on expertise with physical security technologies and a track record in coaching, onboarding, and process improvement. The candidate will manage SLA/SLOs, coordinate with sales and project teams, and ensure knowledge bases and SOPs are current.

Qualifications

• Experience in supervisory or management roles within IT helpdesk or technical support.
• Hands-on experience with CCTV, NVR/DVRs, alarm panels, and access control systems.
• Proven ability to interview, onboard, and develop training plans for analysts.
• Experience writing and enforcing SOPs and maintaining knowledge bases.

Responsibilities

• Oversee remote support team handling security tech (CCTV, access control, alarms).
• Monitor performance metrics, forecast staffing and training needs, and manage shifts.

Skills

Leadership

CCTV & Access Control

NVR/DVRs

SOP Development

Incident Management

Onboarding & Training

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Physical Security Support Supervisor

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: Afterhours 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 physical security systems.

Leadership Experience: 1–3 years in a supervisory, team lead, or shift management role overseeing technical staff.

Specialized Technical Experience: 2+ years of hands-on experience working directly with CCTV, access control, NVR/DVRs, alarm panels, and networking protocols.

Why ASD?

Founded in 1987, Automated Systems Design, Inc. (ASD) is a nationwide provider of design, engineering, and project management services for workplace technology. Our mission is to help our clients create, manage, and support technology-enabled spaces. We are fortunate to be in such a rapidly evolving and expanding industry; this provides ample opportunities for our business –and the people who make it all possible– to grow.

Uncapped Commission

100% Paid Medical and Dental

Up to dollar-for-dollar 401 (k) matching (you are eligible for this after your 90-day waiting period)

15 days of PTO in your first two years and more with tenure

Family 1st motto and belief

Promotions and room for growth within

Our People & Culture

ASD’s culture empowers our people to be who they are, contribute honestly, and make a difference individually and collectively. Prioritizing diversity enables us to leverage different ideas and unique perspectives to bring more creative and innovative solutions to everything we do.

Who We Are

ASD® is committed to providing our AASDIs, customers, vendors, and associates with the highest level of professionalism. To do so, our team is trained to embody the following core values and use them as a guide when making decisions every day.

Trust

We are known for our candor and integrity, give our best effort, and expect the best in others.

Respect

We treat people with high regard, independent of status or stance, to build enduring and mutually beneficial relationships.

We inspire others with our positive perspective and have an unwavering thirst for excellence.

Commitment

We care intensely about the success of our clients and exhibit a bias towards action.