Director of Service

Peace of Mind Technologies, LLC; New York (NY); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

Life Insurance

Voluntary Disability Insurance

401k plan with matching

Generous paid-time-off

Pre-tax Commuter Benefit

Job summary

Peace of Mind Technologies, LLC (POM) is seeking an experienced Director of Service to strategically lead and scale our low-voltage service department in New York. This leader will drive operational excellence, improve client retention, and build a high-performing service team.

You will oversee service operations, field execution, client communications, and continuous improvement initiatives while establishing KPIs, SOPs, and processes that deliver urgent, reliable service and protect margins.

Qualifications

• 5–10 years managing a low-voltage service department (AV, security, access control, surveillance, networking).
• Proven track record increasing client retention and service profitability.
• Strong knowledge of service contracts (S&W) and SLAs.
• Experience implementing KPIs and managing performance metrics.

Responsibilities

• Lead and scale the service dept as a profit center.
• Set revenue, retention, and efficiency goals with KPI tracking.
• Improve contract profitability and recurring revenue.
• Oversee service delivery, scheduling, dispatch, and billing.
• Recruit and develop technicians and foster accountability.

Skills

Low-voltage service dept mgmt

Client retention

Service profitability

KPIs & metrics

Leadership

Vendor relations

Education

Bachelor’s degree

Tools

ServiceTrade

Job description

New York

Peace of Mind Technologies, LLC (POM) is seeking an experienced Director of Service to strategically lead and scale our low-voltage service department. This role is responsible for driving operational excellence, increasing client retention, improving profitability, and building a high-performing service team.

About the Role

This is a leadership position for someone who understands how to:

• Run a service department as a business unit
• Improve recurring revenue and contract retention
• Implement KPIs and accountability systems
• Elevate client experience
• Develop technicians into strong client-facing professionals

You will oversee service operations, field execution, client communication, and continuous improvement initiatives while building a culture of urgency, ownership, and exceptional service delivery.

About Us

Peace of Mind Technologies, LLC (POM) is New York’s premier systems integrator for security and surveillance technology. Specializing in high-tech systems, cloud-based software services and audio/video solutions for thousands of businesses, schools and properties in the greater New York Metropolitan area, POM’s diverse client roster comprises a wide range of prestigious and well-known organizations. Founded in 2002, POM has handled thousands of site installations, primarily focused on large offices, retail, hospitality, health care, education, and real estate (commercial, luxury residential and hi-rise).

Responsibilities

Strategic Leadership & Department Growth

• Lead and scale the low-voltage service department as a profit center.
• Develop and execute departmental goals tied to revenue growth, retention, and operational efficiency.
• Establish, track, and report weekly KPIs (response time, first-time fix rate, billable utilization, contract renewal rate, margins, etc.).
• Improve service contract profitability and increase recurring service revenue.
• Identify operational inefficiencies and implement process improvements.
• Develop and enforce departmental SOPs, policies, and service standards.
• Collaborate with Sales and Operations to support long-term client relationships and upsell opportunities.

Client Retention & Experience

• Own the overall client service experience from first call through resolution.
• Drive proactive communication and transparency with clients.
• Implement retention strategies that increase renewal rates and client satisfaction.
• Conduct client site visits to strengthen relationships and uncover service opportunities.
• Ensure service documentation, reporting, and billing accuracy align with customer contracts (S&W, SLAs, etc.).
• Oversee escalations and ensure rapid, professional resolution of issues.

Operational Execution

• Oversee incoming service requests and ensure proper triage and escalation.
• Manage ticket creation, scheduling, dispatch, and case lifecycle tracking.
• Ensure timely documentation of field updates and case progress.
• Verify and approve service work orders and billing against contract scope.
• Monitor technician performance, utilization, and response times.
• Oversee equipment repair coordination and vendor relationships.

Team Development & Accountability

• Recruit, train, and retain high-performing service technicians.
• Develop a culture of urgency, accountability, and client-first thinking.
• Conduct regular performance reviews and coaching sessions.
• Provide ongoing technical and customer service training.
• Foster a learning environment focused on professional growth.
• Build bench strength to support department scalability.

Desired Skills and Experience

• 5–10 years of experience managing a low-voltage service department (AV, security, access control, surveillance, networking).
• Proven experience increasing client retention and improving service profitability.
• Strong understanding of service contracts (S&W), SLAs, and recurring revenue models.
• Experience implementing KPIs and managing service performance metrics.
• Proficiency in service management platforms (ServiceTrade experience a plus).
• Solid technical knowledge of low-voltage systems including AV integration, access control, video surveillance, and network infrastructure.
• Strong leadership, communication, and conflict resolution skills.
• Ability to manage multiple priorities while maintaining operational control.
• Prior field installation or project management experience preferred.
• Bachelor’s degree

Benefits Include

• $120,000 - $140,000 annual salary
• Health, Dental, and Vision Insurance
• Life Insurance
• Voluntary Disability Insurance
• 401k plan with matching contribution
• Generous paid-time-off policy
• Pre-tax Commuter Benefit

We are an equal opportunity employer, and all qualified applicants will receive consideration for employmentwithout regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.