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.

The Service Manager will oversee:

• Service Coordinators (dispatch / scheduling)
• Field Service Technicians
• 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.

Key Responsibilities

1. Service Operations Leadership

• 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

1. Technical Leadership (Critical Focus)

• 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

1. Team Management & Development

• Lead, coach, and develop a team of:
• Service coordinators
• Field technicians
• Software/system support personnel
• Recruit and build out the team as service demand grows
• Establish training programs to enhance technical capability and service consistency

1. Service Delivery & Client Experience

• 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 an escalation point for key accounts and critical issues

1. Preventative Maintenance & Recurring Revenue

• 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

1. Cross-Functional Collaboration

• Work closely with:
• Project Managers and Installation Teams for smooth project-to-service handoff
• Sales and Account Executives to support client retention and upsell opportunities
• Provide feedback to improve system design, install quality, and long-term serviceability

1. Systems, Reporting & Continuous Improvement

• Drive utilization of service management tools and CRM systems
• Track and report on:
• Response times
• Resolution times
• Technician utilization
• Customer satisfaction
• Identify opportunities to improve efficiency, scalability, and service quality

Qualifications

Required

• 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

Preferred

• 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

What Makes This Role Unique

• Opportunity to transform and elevate a service function into a technical center of excellence
• Key leadership role in a company rapidly expanding its security integration capabilities
• Direct impact on client retention, recurring revenue, and long-term growth
• Ability to build and shape a modern, scalable service organization

Compensation & Benefits

• Base Salary $130,000- $160,000 plus 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

Ideal Candidate Profile

You 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 [email protected]

EOE/M/F/D/V

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