Service Manager

Titan Security Group•Chicago, IL

82d•Onsite

About The Position

Titan Security 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, and 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.

Requirements

5–10+ years of experience in electronic security systems (service, installation, or engineering)
Experience in 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.)
Strong technical expertise in video surveillance / VMS systems
Strong technical expertise in integrated security environments
Proven ability to troubleshoot and support complex system issues
Strong organizational and operational management skills
Excellent communication and client-facing abilities

Nice To Haves

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

Responsibilities

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.
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.
Lead, coach, and develop a team of service coordinators, field technicians, and software/system support personnel.
Recruit and build out the team as service demand grows.
Establish training programs to enhance technical capability and service consistency.
Ensure timely resolution of service requests and high client satisfaction.
Partner with clients to manage service expectations, maintenance agreements, and system performance and uptime.
Act as an escalation point for key accounts and critical issues.
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.
Work closely with Project Managers and Installation Teams for smooth project-to-service handoff.
Work closely with Sales and Account Executives to support client retention and upsell opportunities.
Provide feedback to improve system design, install quality, and long-term serviceability.
Drive utilization of service management tools and CRM systems.
Track and report on response times, resolution times, technician utilization, and customer satisfaction.
Identify opportunities to improve efficiency, scalability, and service quality.