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. 

The Systems Administrator oversees daily operations of a high-performance technical support team specializing in security technology and access control systems. This role ensures timely resolution of support requests, maintains strong service standards for internal users and field teams, and drives continuous improvement across service delivery workflows. The supervisor will lead a team of service desk technicians, manage ticket flow, and support critical security platforms including Lenel (ID Credential Center), Envoy, and related monitoring systems.

Key Responsibilities

• Supervise day-to-day operations of the Service Desk, ensuring efficient handling of all support requests
• Provide leadership, coaching, and performance management for Service Desk technicians
• Monitor and manage ticket queues in ServiceNow and Jira, ensuring timely resolution aligned with SLAs
• Act as an escalation point for complex technical issues, particularly those involving access control, credentialing, and security system integrations
• Ensure accurate documentation of incidents, troubleshooting steps, and resolutions
• Support system maintenance, upgrades, and deployments for IT and security technology platforms
• Oversee user account provisioning, access permissions, and onboarding/offboarding workflows
• Maintain working knowledge of security technologies including Lenel, ID Credential Center, Envoy, surveillance systems, and monitoring platforms
• Collaborate with cross-functional teams to improve service processes and enhance system reliability

Qualifications

• 3–5 years of experience in IT support, service desk, or technical support roles
• Experience with access control systems, credentialing workflows, and security technology platforms
• Hands-on experience with ServiceNow, Jira, and ticketing workflow management
• Familiarity with Lenel, ID Credential Center, Envoy, or similar access management tools
• 1–2 years of supervisory or team lead experience
• Strong troubleshooting and problem-solving skills
• Experience with Windows environments, Microsoft 365, and basic networking concepts
• Excellent communication, leadership, and customer service skills
• Ability to manage multiple priorities in a fast-paced environment

Prosegur is an equal opportunity employer and values diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, the status of being transgender, sexual orientation, age, marital status, veteran status, or disability status.   

CA PPO 120931   

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