Service Manager

Service Manager

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 its electronic security service operations in Chicago.

This role represents a strategic upgrade from a traditional service coordination function to a technical leadership position, responsible for ensuring Titan can effectively support increasingly complex, integrated security systems.

The Service Manager will oversee:

• Service Coordinators (dispatch / scheduling)
• Field Service Technicians
• Software / systems support resources

This individual will play a critical role in building a scalable, high-performing service organization capable of supporting Titan's rapid growth in security integration and technology-driven solutions.

Key Responsibilities

1. Service Operations Leadership

• Lead day-to-day operations of the service department, ensuring responsiveness, efficiency, and quality
• Oversee scheduling, dispatch, and prioritization of service calls and preventative maintenance
• Establish and optimize service workflows, SLAs, and escalation procedures

• Technical Leadership (Critical Focus)

• Serve as the technical authority for service operations, supporting:
• Access control systems
• Video surveillance (CCTV / VMS platforms)
• Intrusion detection and integrated systems
• Provide guidance and escalation support for complex troubleshooting and system issues
• Ensure the team is equipped to support enterprise-level, multi-site clients

• Team Management & Development

• Lead, coach, and develop a team of:
• Service coordinators
• Field technicians
• Software/system support personnel
• Recruit and build out the team as service demand grows
• Establish training programs to enhance technical capability and service consistency

• Service Delivery & Client Experience

• Ensure timely resolution of service requests and high client satisfaction
• Partner with clients to manage:
• Service expectations
• Maintenance agreements
• System performance and uptime
• Act as an escalation point for key accounts and critical issues

• Preventative Maintenance & Recurring Revenue

• Develop and expand preventative maintenance programs
• Support the growth of service contracts and recurring revenue streams
• Partner with sales teams to identify upgrade and expansion opportunities

• Cross-Functional Collaboration

• Work closely with:
• Project Managers and Installation Teams for smooth project-to-service handoff
• Sales and Account Executives to support client retention and upsell opportunities
• Provide feedback to improve system design, install quality, and long-term serviceability

• Systems, Reporting & Continuous Improvement

• Drive utilization of service management tools and CRM systems
• Track and report on:
• Response times
• Resolution times
• Technician utilization
• Customer satisfaction
• Identify opportunities to improve efficiency, scalability, and service quality

Qualifications

Required

• 5–10+ years of experience in:
• Electronic security systems (service, installation, or engineering)
• Low-voltage or systems integration environments
• Prior leadership experience managing:
• Technicians and/or service teams
• Strong technical expertise in:
• Access control platforms (LenelS2, Genetec, Software House, etc.)
• Video surveillance / VMS systems
• Integrated security environments
• Proven ability to troubleshoot and support complex system issues
• Strong organizational and operational management skills
• Excellent communication and client-facing abilities

Preferred

• Experience leading service operations in a multi-site or enterprise environment
• Familiarity with service dispatch / ticketing systems
• Manufacturer certifications (Lenel, Genetec, Avigilon, etc.)
• Understanding of networking fundamentals and IT infrastructure
• Experience scaling teams in a growth-oriented organization

What Makes This Role Unique

• Opportunity to transform and elevate a service function into a technical center of excellence
• Key leadership role in a company rapidly expanding its security integration capabilities
• Direct impact on client retention, recurring revenue, and long-term growth
• Ability to build and shape a modern, scalable service organization

Compensation & Benefits

• Base Salary $130,000- $160,000 plus bonus
• Performance-based incentives
• Comprehensive benefits: medical, dental, vision, life insurance
• 401(k) with company match
• Paid time off and holidays
• Career growth within a high-growth national platform

Ideal Candidate Profile

You are a technical leader first, operator second – someone who understands the complexity of modern security systems and knows how to build a team that can support them at scale.

You're not just managing tickets—you're building a service organization that drives client satisfaction, retention, and long-term growth.