Service Manager - Security Systems Integration

Job description

Titan Security is built on serving our clients and building careers – just like yours. We are trusted by some of the most well-known companies and properties in the country while remaining dedicated to building personalized security solutions that solve the needs of every customer we support. Named as a nationally recognized Top Workplace in 2024 and 2025 by USA Today, Titan's customized approach to security services will provide you with the opportunity to learn, grow and succeed. Our core values of being Unified, Transparent, Innovative, Committed and Accountable help us in providing unparalleled service and support in all that we do. If you are looking for a meaningful career, a culture of excellence, and the ability to make a difference, we want to talk to you! Titan is seeking a highly technical, hands-on **Service Manager** to lead and elevate our electronic security service operations in Chicago. This role represents a strategic evolution—upgrading a traditional service coordination function into a technical leadership position. As Titan rapidly expands its security integration and technology-driven footprint, you will play a pivotal role in building a scalable, high-performing service organization capable of supporting complex, enterprise-level integrated security systems. ## What Makes This Role Unique - **Strategic Impact:** Transform and elevate our service department into a true technical center of excellence. - **Growth Leadership:** Build, mentor, and expand a high-caliber team as service demand continues to surge. - **Driver of Success:** Directly influence client retention, system performance, and recurring service revenue. - **National Platform:** Enjoy local operational autonomy backed by the stability and growth of a national brand. ## Key Responsibilities ### 1. Technical Leadership (Primary Focus) - Serve as the resident technical authority across access control, video surveillance (CCTV/VMS platforms), and integrated low-voltage systems. - Provide high-level escalation support and direct guidance for complex field troubleshooting and system failures. - Ensure the field and support teams are trained and equipped to manage enterprise, multi-site client environments. ### 2. Service Operations & Delivery - Lead day-to-day service operations to ensure exceptional responsiveness, efficiency, and execution quality. - Oversee scheduling, dispatching, and prioritization for reactive service calls and preventative maintenance schedules. - Standardize and optimize operational workflows, service-level agreements (SLAs), and escalation protocols. ### 3. Team Building & Mentorship - Directly lead, coach, and develop a multidisciplinary team: - Service Coordinators (dispatch & scheduling) - Field Service Technicians - Software & System Support Resources - Recruit top talent and build technical training programs to continuously elevate team capability and service consistency. ### 4. Client Experience & Recurring Revenue - Act as the executive escalation point for key enterprise accounts, ensuring rapid issue resolution and high client satisfaction. - Build, expand, and manage robust Preventative Maintenance (PM) programs and service contracts. - Partner with Account Managers to identify system upgrade, expansion, and recurring revenue opportunities. ### 5. Cross-Functional Operations & Analytics - Coordinate with Project Management and Installation teams for seamless project-to-service handoffs. - Provide practical feedback to engineering and sales teams to improve overall system design and long-term serviceability. - Track and report on core KPIs, including response/resolution times, technician utilization, and client satisfaction metrics. ## Qualifications ### Required - **5–10+ years** of hands-on technical experience in electronic security systems, low-voltage systems, or security systems integration. - **Proven Leadership:** Experience managing field service technicians, dispatchers, or technical support teams. - **Deep System Expertise:** Advanced technical proficiency with enterprise Access Control (e.g., LenelS2, Genetec, Software House) and VMS platforms. - Strong diagnostic, operational management, and verbal/written communication skills. ### Preferred - Experience scaling service operations within a multi-site or fast-growing environment. - Top-tier manufacturer certifications (e.g., Lenel, Genetec, Avigilon, Software House). - Strong understanding of network infrastructure, IP protocols, and IT foundations. - Hands-on experience with modern field service management (FSM) software and CRM ticketing systems. ## The Ideal Candidate Profile You are a **technical authority first, operator second**—someone who deeply understands the architecture of modern integrated security systems and knows how to lead a team to support them at scale. You don't just manage tickets; you build systems, empower people, and deliver an elevated client experience that fuels long-term organizational growth. ## Compensation & Benefits - **Base Salary:** $130,000 – $160,000 per year - **Performance-Based Bonus:** Additional annual incentive potential - **Health & Wellness:** Comprehensive Medical, Dental, Vision, and Life Insurance - **Retirement:** 401(k) plan with company match - **Time Off:** Generous Paid Time Off (PTO) package and paid holidays - **Career Path:** Ongoing leadership and advancement opportunities within a high-growth national platform ### Ready to Build Titan’s Service Center of Excellence? **Apply Today** or submit your resume directly to **[work@titan-security.com](mailto:work@titan-security.com)**. *Titan is an Equal Opportunity Employer (EOE/M/F/D/V).* #IND3