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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
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 work@titan-security.com

EOE/M/F/D/V

#HP

Titan Security Group

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