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 TechniciansSoftware / systems support resourcesThis 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 Service Operations LeadershipLead day-to-day operations of the service department, ensuring responsiveness, efficiency, and qualityOversee scheduling, dispatch, and prioritization of service calls and preventative maintenanceEstablish and optimize service workflows, SLAs, and escalation procedures Technical Leadership (Critical Focus)Serve as the technical authority for service operations, supporting:Access control systemsVideo surveillance (CCTV / VMS platforms)Intrusion detection and integrated systemsProvide guidance and escalation support for complex troubleshooting and system issuesEnsure the team is equipped to support enterprise-level, multi-site clients Team Management & DevelopmentLead, coach, and develop a team of:Service coordinatorsField techniciansSoftware/system support personnelRecruit and build out the team as service demand growsEstablish training programs to enhance technical capability and service consistency Service Delivery & Client ExperienceEnsure timely resolution of service requests and high client satisfactionPartner with clients to manage:Service expectationsMaintenance agreementsSystem performance and uptimeAct as an escalation point for key accounts and critical issues Preventative Maintenance & Recurring RevenueDevelop and expand preventative maintenance programsSupport the growth of service contracts and recurring revenue streamsPartner with sales teams to identify upgrade and expansion opportunities Cross-Functional CollaborationWork closely with:Project Managers and Installation Teams for smooth project-to-service handoffSales and Account Executives to support client retention and upsell opportunitiesProvide feedback to improve system design, install quality, and long-term serviceability Systems, Reporting & Continuous ImprovementDrive utilization of service management tools and CRM systemsTrack and report on:Response timesResolution timesTechnician utilizationCustomer satisfactionIdentify opportunities to improve efficiency, scalability, and service qualityQualificationsRequired5–10+ years of experience in:Electronic security systems (service, installation, or engineering)Low-voltage or systems integration environmentsPrior leadership experience managing:Technicians and/or service teamsStrong technical expertise in:Access control platforms (LenelS2, Genetec, Software House, etc.)Video surveillance / VMS systemsIntegrated security environmentsProven ability to troubleshoot and support complex system issuesStrong organizational and operational management skillsExcellent communication and client-facing abilitiesPreferredExperience leading service operations in a multi-site or enterprise environmentFamiliarity with service dispatch / ticketing systemsManufacturer certifications (Lenel, Genetec, Avigilon, etc.)Understanding of networking fundamentals and IT infrastructureExperience scaling teams in a growth-oriented organizationWhat Makes This Role UniqueOpportunity to transform and elevate a service function into a technical center of excellenceKey leadership role in a company rapidly expanding its security integration capabilitiesDirect impact on client retention, recurring revenue, and long-term growthAbility to build and shape a modern, scalable service organizationCompensation & BenefitsBase Salary $130,000- $160,000 plus bonusPerformance-based incentivesComprehensive benefits: medical, dental, vision, life insurance401(k) with company matchPaid time off and holidaysCareer growth within a high-growth national platformIdeal Candidate ProfileYou 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.APPLY NOW or email your resume to View email address on click.appcast.io/M/F/D/V#HP