{"id":1709454,"url":"https://alion.io/job/automated-systems-design-support-supervisor-security-av-systems","title":"Support Supervisor - Security & AV Systems","company":{"id":3798180,"name":"Automated Systems Design","domain":"asd-usa.com","url":"https://alion.io/company/asd-usa","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"A","score":91,"open_postings":16,"ghost_share":0,"stale_share":0.375,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madison, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":110000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1986},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-09T16:01:00Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-22T13:46:49Z","board_verified":true,"closed_at":null,"days_open":43,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":42},"description":"Job Title: Remote Support Supervisor - Security & AV Systems\nLocation: Huntsville, AL (Hybrid: In Office Monday-Wednesday)\nPosition Summary\nRather 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).\nKey Responsibilities\nTeam Leadership & Remote Management\nPerformance 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.\n\nCoaching and Development:Conduct regular one-on-one meetings and identify training gaps regarding new security hardware or software.\n\nResource Allocation:Manage shift schedules, time-off requests, on-call rotation, and ticket routing to ensure adequate remote coverage during operating hours.\n\nHiring and Onboarding:Interview, and develop training plan to support analysts, ensuring they understand both the technical requirements and internal standard operating procedures (SOPs).\n\nFostering Culture:Maintain team morale, engagement, and collaboration in office and with remote staff.\n\nOperations & Service Delivery\nSLA Management:Ensure the team meets Service Level Agreements (SLAs) for enterprise clients, and SLO’s when SLA’s are not present.\n\nProcess Improvement:Develop, update, and enforce SOPs for troubleshooting workflows, remote firmware upgrades, and database backups.\n\nKnowledge Base Management:Maintain an up-to-date knowledge base with troubleshooting guides, network diagrams, and manufacturer contact information.\n\nMonthly Reporting:Prepare and present monthly operational summaries highlighting team performance metrics, project milestones, and resource requirements.\n\nIncident Management:Lead the response during major outages, coordinating with clients and internal stakeholders.\n\nQuality Assurance:Periodically audit resolved tickets to ensure analysts are adhering to best practices and manufacturer guidelines.\n\nEscalation Point: Afterhours last resort On-Call point of contact for Service Desk for CCTV, Access Control, and Monitoring related issues.\n\nCross-Functional Collaboration & Vendor Relations\nClient Reporting:Work with Sales Representatives to generate and present weekly or monthly service reports to key clients.\n\nProject 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.\n\nRequired Qualifications\nExperience & Leadership\nPrevious experience in a supervisory, team lead, or management role within an IT helpdesk or technical support environment.\n\nDirect, hands-on experience working with physical security technologies, specifically CCTV, NVR/DVRs, Alarm Panels, and Access Control systems.\n\nProven track record of interviewing, onboarding, and developing training plans for technical support analysts.\n\nOperational & Soft Skills\nExperience writing, updating, and enforcing Standard Operating Procedures (SOPs) and maintaining technical knowledge bases.\n\nStrong incident management skills, with the ability to coordinate effectively during major outages.\n\nExcellent cross-functional communication skills, capable of collaborating with sales representatives, project managers, and enterprise clients.\n\nAbility to conduct quality assurance audits on technical tickets to ensure best practices and manufacturer guidelines are met.\n\nPreferred Qualifications\nTotal Industry Experience: 3-5 years in IT support, technical support, or physical security systems.\n\nLeadership Experience: 1-3 years in a supervisory, team lead, or shift management role overseeing technical staff.\n\nSpecialized Technical Experience: 2+ years of hands-on experience working directly with CCTV, access control, NVR/DVRs, alarm panels, and networking protocols.\n\nWhy ASD?\nFounded 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.\nBenefits\nUncapped Commission\n\n100% Paid Medical and Dental\n\nUp to dollar-for-dollar 401 (k) matching (you are eligible for this after your 90-day waiting period)\n\n15 days of PTO in your first two years and more with tenure\n\nFamily 1st motto and belief\n\nPromotions and room for growth within\n\nOur People & Culture\nASD’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.\nWho We Are\nASD® 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.\nTrust\nWe are known for our candor and integrity, give our best effort, and expect the best in others.\nRespect\nWe treat people with high regard, independent of status or stance, to build enduring and mutually beneficial relationships.\nAttitude\nWe inspire others with our positive perspective and have an unwavering thirst for excellence.\nCommitment\nWe care intensely about the success of our clients and exhibit a bias towards action.","description_format":"text","description_chars":5692,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Pro AV & Digital Signage","Game Design"],"lifecycle":[{"event":"open","at":"2026-10-02T16:39:54Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.653,"p_room":0.45,"age_days":42,"expected_fill_days":23,"reasons":["conf:1","urgency","win:tail"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/automated-systems-design-support-supervisor-security-av-systems","json_url":"https://alion.io/job/automated-systems-design-support-supervisor-security-av-systems.json","meta":{"generated_at":"2026-10-22T18:02:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":379,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3798180},"rest":"https://alion.io/mcp/rest/get_company?id=3798180"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fautomated-systems-design-support-supervisor-security-av-systems"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fautomated-systems-design-support-supervisor-security-av-systems"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fautomated-systems-design-support-supervisor-security-av-systems"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/automated-systems-design-support-supervisor-security-av-systems\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fautomated-systems-design-support-supervisor-security-av-systems"}]}