Security and Alarm Service Supervisor

Job Title: Security and Alarm Service Supervisor (SLS)
Employment Type: Full-Time
Location: Irving, TX, US

Are you a hands-on leader with a passion for developing teams and delivering top-notch service in the security and life safety industry? We're looking for a Security and Alarm Service Supervisor (SLS) who thrives in a fast-paced environment and is ready to take ownership of service operations, drive technician performance, and ensure exceptional customer experiences. If you're motivated by solving complex challenges and building high-performing teams, this is your opportunity to make a real impact.

Position Summary

The Service Supervisor is responsible for leading and supporting a team of service technicians in the field of security and life safety systems. This position provides both technical and managerial oversight, ensuring project success, efficient service operations, customer satisfaction, and team development.

Key Responsibilities

• Provide direct supervision, mentoring, and development for assigned service technicians.

• Oversee HR-related functions including performance reviews, goal-setting, and salary administration for direct reports.

• Support installation teams by providing technical guidance and on-site leadership as needed.

• Collaborate with sales and operations to provide technical input on project estimates, scheduling, and resource planning.

• Evaluate customer expectations and ensure alignment with contractual scope and project deliverables.

• Ensure proper booking and documentation of service calls and project work.

• Manage materials and scheduling to maximize operational efficiency and cash flow.

• Ensure accurate project invoicing and support collection efforts to minimize aging.

• Identify, document, and coordinate change orders with the sales team.

• Troubleshoot and resolve complex system issues, providing support to internal teams and external contractors.

• Assist with project commissioning, system start-up, and technical documentation.

• Support existing systems, ensuring proper functionality, code compliance, and customer satisfaction.

• Complete necessary paperwork including time sheets, work orders, and service logs accurately and promptly.

• Assist in preparing as-built drawings and Operation & Maintenance (O&M) manuals.

• Facilitate project turnover from operations to the service department.

• Participate in the estimating and sales process, including system demonstrations when required.

• Travel to job sites as necessary for project support, commissioning, or issue resolution (approximately 10% travel).

Required Qualifications

• High school diploma or GED (or equivalent).

• 5+ years of hands-on experience with security and life safety systems or related technical service environments.

• Minimum of 2 years in a leadership role managing 36 technicians.

• Experience supervising field or office-based service teams in a technical or commercial setting.

• Proficiency in managing service operations including T&M and service agreement workflows, scheduling, and dispatch.

• Familiarity with service management software and Microsoft Office (Word, Excel).

• Basic understanding of controls systems and networking.

• Valid driver's license and ability to travel locally with occasional out-of-area trips.

• Strong customer service skills, including experience handling escalations and recommending technical solutions.

• Active certifications in systems such as Lenel, Milestone, Avigilon, Genetec, Bosch, and Software House.

Preferred Qualifications

• Preferred experience with the following systems: SoftwareHouse CCure, Milestone, Lenel, Genetec Synergis, Avigilon Unity or Alta 

• Bachelor's degree in engineering, Business, Project Management, or a related technical discipline (or equivalent experience).

• In-depth knowledge of access control, CCTV, and life safety systems, including programming and system integration.

• Experience with budgeting, profit/loss analysis, and forecasting for service departments.

• Proven track record in customer relationship management and contract renewal strategies.

• Industry certifications such as PMP, LEED, OSHA 30, BOMA, or HVAC-related credentials.

• Texas private security license and/or Fire Alarm License (FAL).

Physical Requirements

• Ability to lift up to 75 lbs.

• Frequent standing, walking, climbing ladders or stairs on construction sites.

• Ability to kneel, stoop, or crawl as needed.

• Must maintain a valid driver's license with a satisfactory driving record per company vehicle policy.

Employee Benefits

• Competitive salary of $72k - $77k/year based on experience

• Medical, Dental, Vision Insurance

• Flexible Spending Accounts (FSA)

• 401(k) Plan with Company Match

• Life, AD&D, and Long-Term Disability Insurance

• Paid Time Off (Vacation, Sick Leave, Holidays)

• Employee Assistance Program (EAP)

• Pet Insurance

Equal Opportunity Statement

This employer is committed to providing equal employment opportunities to all qualified individuals. Employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected characteristics. Accommodations are available upon request for individuals with disabilities throughout the application and employment process.

If you need assistance with the application process or require a reasonable accommodation, please contact the HR team via phone or email for support.

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