Service Manager

Cherokee Federal•Tulsa, OK

About The Position

Cherokee Federal Solutions is seeking a qualified Service Manager who can assist with providing complete oversight and management of a team of ESS technicians on a nationwide contract. Responsibilities include working with internal and external customers to maximize efficiency, acting as a direct report for a nationwide team of technicians, maintaining physical and electronic inventory, shipping and receiving equipment from physical inventory, maintaining information for all fleet vehicles assignments and ensuring all safety documentation is current to adhere to safety policies and procedures. The service manager will be responsible for overall performance of technicians and must have the ability to work with government customers in developing responses should performance issues arise.

Requirements

Bachelor’s degree or equivalent work experience
Minimum of 5 years of experience in project or service management
At least 2 years of hands-on experience with:
Access Control Systems (ACS)
Intrusion Detection Systems (IDS)
Video Surveillance Systems (VSS)
Demonstrated experience supervising teams responsible for installation, maintenance, and repair of ACS, IDS, and VSS systems
Strong working knowledge of hardware installation, maintenance, and troubleshooting across electronic security systems
Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint
Familiarity with and ability to apply the following regulations and standards:
UFGS 28 16 00.00 20 (Basic Intrusion Detection Systems)
UFGS 28 20 00.00 20 (Electronic Security Systems)
UFGS 28 20 02 (Central Monitoring Services for ESS)
UFGS 34 41 26.00 10 (Access Control Point Control System)
DHS ISC Physical Security Criteria for Federal Facilities
DHS ISC Use of Physical Security Performance Measures
Must pass pre-employment qualifications of Cherokee Federal
Strong leadership, communication, and problem-solving skills
Ability to manage multiple priorities, analyze performance data, and drive continuous improvement

Responsibilities

Lead and manage service operations by supervising, coaching, and developing field personnel and subcontractors, including assigning work, setting expectations, and evaluating performance
Oversee daily coordination of service activities to ensure timely and high-quality delivery across access control, intrusion detection, and video surveillance systems
Serve as the primary liaison between fleet operations and technicians to address issues, ensure compliance, and support operational needs
Monitor and manage physical and electronic inventory, including ordering, tracking, and distributing parts and equipment to field technicians
Review and approve timecards, expenses, and service-related expenditures to ensure accuracy and compliance
Maintain strong customer relationships by identifying requirements, resolving issues, and implementing best practices to enhance service delivery
Develop, track, and report on service metrics to improve quality, productivity, and operational performance
Contribute to strategic planning by providing insights on customer service trends, operational improvements, and system enhancements
Prepare and deliver regular reports, including inventory, operations and maintenance, and safety reports
Ensure compliance with company policies, contractual obligations, and applicable regulatory standards
Provide technical guidance, resources, and operational support to maximize team effectiveness and service outcomes
Performs other job-related duties as assigned