Service Manager

Location: Monterey Park, CA
Employment Type: Full-Time
Department: Service Operations
Work Arrangement: On-Site

About Elite Interactive Solutions

Elite Interactive Solutions is a leader in remote video guarding and security technology solutions. We combine advanced technology, experienced security professionals, and disciplined operations to help protect our clients, their properties, and their people.

We are looking for an experienced Service Manager to lead our Service Department and ensure our customers receive responsive, high-quality service and support.

About the Role

The Service Manager leads the daily service and repair operations for Elite's security systems. This position is responsible for service delivery, customer satisfaction, team performance, and operational efficiency, ensuring service requests move effectively from intake through troubleshooting, scheduling, dispatch, repair, and confirmed resolution.

The Service Manager will lead a team that includes Service Coordinators, Service Technical Support Agents, Service Field Technicians, and RNOC personnel.

Key Responsibilities

• Lead, coach, and develop the Service team while setting clear expectations for customer care, quality, productivity, and accountability.
• Manage service requests from creation through troubleshooting, scheduling, dispatch, repair verification, documentation, and closure.
• Prioritize Loss of Connection (LOC) and other critical service issues and drive timely restoration of customer systems.
• Reduce aging service tickets, particularly tickets open more than 30 days, by identifying barriers and driving next steps to resolution.
• Own customer escalations, establish clear resolution plans, and ensure commitments are met.
• Manage service capacity and dispatch internal technicians and subcontractors based on urgency, technical skills, location, and availability.
• Ensure effective communication and handoffs between Service Coordinators, Technical Support, Field Technicians, RNOC, and other departments.
• Maintain high standards for troubleshooting, repair quality, safety, and service documentation.
• Monitor technician utilization, overtime, warranty work, rework, service backlog, and other key performance indicators.
• Monitor service costs, support accurate billing, and identify opportunities to improve operational efficiency and service performance.
• Identify recurring service issues and implement process improvements that strengthen the customer experience and department performance.

Qualifications

• Experience leading service operations within electronic security, video surveillance, access control, low-voltage systems, fire/life safety, telecommunications, or a related technical service industry.
• Working knowledge of IP cameras, video recording/management systems, networking, connectivity, and security system troubleshooting.
• Experience managing field technicians, dispatch, technical support teams, and/or subcontractors.
• Strong leadership skills with the ability to coach, develop, and hold teams accountable.
• Strong customer service and escalation-management skills.
• Excellent communication, organization, prioritization, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced service environment.
• Demonstrated ability to improve processes and drive measurable operational results.

What We're Looking For

We're looking for a hands-on leader who can balance people leadership, customer service, technical operations, and business performance. The right candidate will be comfortable getting into the details, identifying problems, creating accountability, and driving the Service Department toward measurable results.

Compensation & Benefits

Salary: [Insert Salary Range] annually, depending on experience and qualifications.

Elite Interactive Solutions offers a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• 401(k) with 100% company match up to 6%
• Company-paid Life/AD&D and Long-Term Disability
• Voluntary supplemental benefits
• Employee Assistance Program (EAP)
• Paid time off
• Gym membership reimbursement up to $50 per month

Equal Opportunity Employer

Elite Interactive Solutions is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to any characteristic protected by applicable federal, state, or local law.