Service Manager

Titan Security is built on serving our clients and building careers – just like yours. We are trusted by some of the most well-known companies and properties in the country while remaining dedicated to building personalized security solutions that solve the needs of every customer we support. Named as a nationally recognized Top Workplace in 2024 and 2025 by USA Today, Titan's customized approach to security services will provide you with the opportunity to learn, grow and succeed. Our core values of being Unified, Transparent, Innovative, Committed and Accountable help us in providing unparalleled service and support in all that we do. If you are looking for a meaningful career, a culture of excellence, and the ability to make a difference, we want to talk to you!

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

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