Security Systems Branch Service Lead

Company Overview

Digi Security Systems is an industry leader in the design, installation and support of custom video surveillance, electronic access control, and intrusion detection solutions for public and private partners. We’ve built our reputation on innovation and reliable service, and we’re known as the industry’s experts.

Position Overview

We are seeking a hands-on, partner-focused Branch Service Lead to run the service operation for our Dallas, TX branch. Service is where Digi’s reputation is renewed every day after the sale, and the Branch Service Lead makes sure that happens, ticket by ticket and partner by partner. This person manages the branch dispatch board, leads the service technicians, owns partner communication, and serves as the face of Digi service in the territory.

Working alongside the Service Manager, General Manager, remote support team, procurement, and warehouse, the Branch Service Lead owns the branch’s service numbers, including SLA performance, partner satisfaction, and contract renewals, while building a team technicians want to work on. This role reports to the Service Manager. The ideal candidate has at least 5 years of experience in security systems or another low-voltage field service industry, including experience leading technicians, with hands-on technical depth in CCTV, access control, intrusion, intercom, and low-voltage networking. Experience with ConnectWise and BrightGauge is a plus.

Main Responsibilities

• Ticket Management & Dispatching: Receive and triage service tickets escalated from the remote support team and own the branch dispatch board, assigning techs by skillset, location, and urgency so the team runs efficiently. Work toward an average time to resolution of less than 5 business days.
• SLA Compliance: Monitor ticket progress throughout the day and intervene early when a job is at risk of slipping, keeping the SLA breach rate under 5%. Treat every breach as a learning event, not a paperwork event.
• Partner Communication: Serve as the primary point of contact for branch service partners, delivering proactive updates at every stage (arrival ETA, on-site progress, resolution, and follow-up) so partners are never left wondering about their ticket. Maintain a Partner Satisfaction Score above 4.5 and a service contract renewal rate above 90%.
• Team Leadership & Coaching: Directly manage branch service technicians with clear expectations, regular 1:1s, real coaching, and a documented development path for every tech. Build a team with an Employee Satisfaction Score above 4.5 and low regrettable turnover.
• Field Leadership: Step in on-site when the situation calls for it to lead a tough job, mentor a technician, or rescue a stalled ticket. Hold the line on safety standards, company policies, and Digi service quality, even when the schedule is tight.
• Ticket Compliance & Documentation: Ensure 100% compliance on ticket expenses, notes, and time entries, completed on time, every time.
• Inventory & Branch Readiness: Own local service parts and equipment inventory, partnering with procurement and warehouse to replenish before techs run out so no ticket is delayed by missing parts. Keep techs equipped with the tools, parts, vehicles, and devices they need, and maintain an organized branch.
• Reporting & Process Improvement: Track KPIs daily and weekly, including dispatch efficiency, time-on-site, first-time fix, and days to resolution. Bring the branch perspective, backed by data, to the monthly service business review and contribute at least one process improvement to the cross-branch service playbook each quarter.

Benefits:

• 30 hours PTO plus 2 weeks vacation accrual rate
• 3 weeks vacation accrual rate after first year of employment
• 9 company-wide paid holidays throughout the year
• 401k plan w/corporate matching structure
• Full health benefits-medical, dental and vision
• Included life insurance, additional available for purchase
• Accident/critical illness insurance available for purchase
• Voluntary professional development opportunities
• Company laptop and company phone

Physical Requirements:

• Ability to sit at a desk and work on a computer for extended periods of time.
• Ability to travel to partner sites within the territory and work in the field as needed; valid driver’s license required.
• Ability to climb ladders and work in ceilings, tight spaces, and varied indoor and outdoor conditions when on-site.
• Ability to lift equipment up to [XX] lbs.
• Ability to communicate clearly by phone, email, and in person.
• Ability to manage multiple priorities in a fast-paced environment.

Disclaimer: This job description is not all encompassing of job responsibilities and is not in any way a binding document. It does not affect the at will nature of employment at Digi Security Systems.

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