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- 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
- 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
- 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
- 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
- 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
- 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
- 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
QualificationsRequired- 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 ProfileYou 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.
