Service Operations Lead - Security Systems

AT&I Systems; Town of Florida (NY); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Health insurance

Vision insurance

Job summary

AT&I Systems, a security integration firm serving Central and South Florida, seeks a Service Manager Supervisor (Operations Director) to lead the service team and drive performance.

You will manage daily call reports, oversee equipment servicing and RMAs, coordinate with installation and cloud teams, and mentor staff while ensuring excellent customer satisfaction.

This on-site role offers growth, competitive pay, and benefits within a collaborative, safety-focused environment.

Qualifications

• Degree preferred; Military training in electronics or Technical School certification preferred.
• 2+ years of programming and maintaining IP-based security cameras, access control systems, and alarm systems is preferred. Prior management experience is preferred.
• General understanding of IT and IP-based equipment.
• Exceptional customer focus and ability to work under pressure.
• Ability to travel locally to job sites regularly.

Responsibilities

• Supervise the Service Team (CSM, Technical Support Specialist, and Field Service Technicians).
• Generate daily reports of all open calls, including those started but not yet complete.
• Ensure CSM contacts all customers who will not be serviced by the end of the day.
• Ensure equipment entering AT&I is serviced or RMA’d and customers are updated.
• Weekly report of all service calls completed.
• Weekly report for revenue by technician.
• Order parts for techs from correct vendors.
• Weekly reports of all callbacks.
• Monthly meetings with technicians to discuss issues and improvements.
• Ensure all customer service calls are completed promptly.
• Consult with Installation Manager or Cloud Systems Engineer to resolve issues.
• Act as central point of contact for all service-related issues.
• Advise management on customer satisfaction and product performance.

Skills

Customer focus

Communication

Mentoring

Travel locally

Heavy lifting

Education

Military electronics training

Technical school certification

Tools

IP cameras

Access control systems

Alarm systems

Job description

AT&I Systems, a security integration firm serving Central and South Florida, seeks a Service Manager Supervisor (Operations Director) to lead the service team and drive performance.

You will manage daily call reports, oversee equipment servicing and RMAs, coordinate with installation and cloud teams, and mentor staff while ensuring excellent customer satisfaction.

This on-site role offers growth, competitive pay, and benefits within a collaborative, safety-focused environment.