Service Manager

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.

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 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, system performance and uptime; Act as 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, and with Sales and Account Executives to support client retention and upsell opportunities; Drive utilization of service management tools and CRM systems; Track and report response times, resolution times, technician utilization, and customer satisfaction; Identify opportunities to improve efficiency, scalability, and service quality

Requirements

Highly technical, hands-on; 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

Nice to have

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

Benefits

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