Unarmed- Service Desk Supervisor

Unarmed- Service Desk Supervisor

Position Overview

The Service Desk Supervisor is responsible for overseeing the daily operations of the Service Desk team. This role ensures timely resolution of technical issues, supports security technology systems, and maintains high service standards for internal users and field operations. The supervisor will lead a team of service desk technicians, manage workflows, and help drive continuous improvement in service delivery.

Key Responsibilities

• Supervise daily operations of the Service Desk team and ensure support requests are handled efficiently
• Provide leadership, coaching, and performance management for Service Desk technicians
• Monitor ticket queues and ensure timely resolution in accordance with service level agreements (SLAs)
• Serve as an escalation point for complex technical issues and incidents
• Ensure proper documentation of incidents, troubleshooting steps, and resolutions
• Assist with system maintenance, upgrades, and deployments for security and IT systems
• Manage user account access, system permissions, and onboarding/offboarding support processes
• Maintain knowledge of security technologies including surveillance systems, access control, and monitoring platforms

Qualifications

• 3–5 years of experience in IT support, service desk, or technical support roles
• At least 1–2 years of experience in a supervisory or team lead position
• Strong troubleshooting and problem-solving skills
• Experience with Windows environments, Microsoft 365, and basic networking concepts
• Experience managing ticketing systems and service desk workflows
• Excellent communication, leadership, and customer service skills
• Ability to manage multiple priorities and work in a fast-paced environment

Benefits

• Competitive salary
• Health, dental, and vision insurance
• Paid time off
• Career advancement within a growing security organization

CA PPO #120931

#WER123

At Prosegur, we make our world safer by taking care of people and businesses while remaining at the forefront of innovation. Every day, we work to secure what our clients value most, from their families to their assets, from their reputation to their networks, and from their money to their cloud. As the 3rd largest security services provider, our 175k+ team members in 36 countries combine and adapt global best practices to match the unique nature of each market we serve and partner with Electronic Security, Global Risk Services, CyberSecurity, and Remote Services (iSOC) divisions to create meaningful ‘Hybrid Security' solutions for Prospects.