Service Manager - Security Systems Integration

Titan is seeking a highly technical, hands-on Service Manager to lead and elevate our electronic security service operations in Chicago.

This role represents a strategic evolution—upgrading a traditional service coordination function into a technical leadership position. As Titan rapidly expands its security integration and technology-driven footprint, you will play a pivotal role in building a scalable, high-performing service organization capable of supporting complex, enterprise-level integrated security systems.

What Makes This Role Unique

• Strategic Impact: Transform and elevate our service department into a true technical center of excellence.

• Growth Leadership: Build, mentor, and expand a high-caliber team as service demand continues to surge.

• Driver of Success: Directly influence client retention, system performance, and recurring service revenue.

• National Platform: Enjoy local operational autonomy backed by the stability and growth of a national brand.

Key Responsibilities

1. Technical Leadership (Primary Focus)

• Serve as the resident technical authority across access control, video surveillance (CCTV/VMS platforms), and integrated low-voltage systems.

• Provide high-level escalation support and direct guidance for complex field troubleshooting and system failures.

• Ensure the field and support teams are trained and equipped to manage enterprise, multi-site client environments.

2. Service Operations & Delivery

• Lead day-to-day service operations to ensure exceptional responsiveness, efficiency, and execution quality.

• Oversee scheduling, dispatching, and prioritization for reactive service calls and preventative maintenance schedules.

• Standardize and optimize operational workflows, service-level agreements (SLAs), and escalation protocols.

3. Team Building & Mentorship

• Directly lead, coach, and develop a multidisciplinary team:

  • Service Coordinators (dispatch & scheduling)

  • Field Service Technicians

  • Software & System Support Resources

• Recruit top talent and build technical training programs to continuously elevate team capability and service consistency.

4. Client Experience & Recurring Revenue

• Act as the executive escalation point for key enterprise accounts, ensuring rapid issue resolution and high client satisfaction.

• Build, expand, and manage robust Preventative Maintenance (PM) programs and service contracts.

• Partner with Account Managers to identify system upgrade, expansion, and recurring revenue opportunities.

5. Cross-Functional Operations & Analytics

• Coordinate with Project Management and Installation teams for seamless project-to-service handoffs.

• Provide practical feedback to engineering and sales teams to improve overall system design and long-term serviceability.

• Track and report on core KPIs, including response/resolution times, technician utilization, and client satisfaction metrics.

Qualifications

Required

• 5–10+ years of hands-on technical experience in electronic security systems, low-voltage systems, or security systems integration.

• Proven Leadership: Experience managing field service technicians, dispatchers, or technical support teams.

• Deep System Expertise: Advanced technical proficiency with enterprise Access Control (e.g., LenelS2, Genetec, Software House) and VMS platforms.

• Strong diagnostic, operational management, and verbal/written communication skills.

Preferred

• Experience scaling service operations within a multi-site or fast-growing environment.

• Top-tier manufacturer certifications (e.g., Lenel, Genetec, Avigilon, Software House).

• Strong understanding of network infrastructure, IP protocols, and IT foundations.

• Hands-on experience with modern field service management (FSM) software and CRM ticketing systems.

The Ideal Candidate Profile

You are a technical authority first, operator second—someone who deeply understands the architecture of modern integrated security systems and knows how to lead a team to support them at scale. You don't just manage tickets; you build systems, empower people, and deliver an elevated client experience that fuels long-term organizational growth.

Compensation & Benefits

• Base Salary: $130,000 – $160,000 per year

• Performance-Based Bonus: Additional annual incentive potential

• Health & Wellness: Comprehensive Medical, Dental, Vision, and Life Insurance

• Retirement: 401(k) plan with company match

• Time Off: Generous Paid Time Off (PTO) package and paid holidays

• Career Path: Ongoing leadership and advancement opportunities within a high-growth national platform

Ready to Build Titan’s Service Center of Excellence?

Apply Today or submit your resume directly to work@titan-security.com.

Titan is an Equal Opportunity Employer (EOE/M/F/D/V).

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