Digisecuritysystems
Security Systems Branch Service Lead
Dallas, TX . Posted 2 days ago
The role
The Branch Service Lead runs the service operation for the Dallas, TX branch. This person manages the branch dispatch board, leads service technicians, and owns partner communication.
What you will do
- Receive and triage service tickets and own the branch dispatch board.
- Monitor ticket progress to ensure SLA compliance.
- Serve as the primary point of contact for branch service partners.
- Directly manage branch service technicians with regular 1:1s and coaching.
- Step in on-site to lead jobs, mentor technicians, or rescue stalled tickets.
- Ensure compliance on ticket expenses, notes, and time entries.
- Own local service parts and equipment inventory.
- Track KPIs daily and weekly and contribute to process improvements.
Required qualifications
- At least 5 years of experience in security systems or another low-voltage field service industry.
- Experience leading technicians.
- Hands-on technical depth in CCTV, access control, intrusion, intercom, and low-voltage networking.
- Ability to sit at a desk and work on a computer for extended periods of time.
- Ability to travel to partner sites within the territory and work in the field as needed.
- Valid driver’s license required.
- Ability to climb ladders and work in ceilings, tight spaces, and varied indoor and outdoor conditions.
- Ability to lift equipment.
- Ability to communicate clearly by phone, email, and in person.
- Ability to manage multiple priorities in a fast-paced environment.
Nice to have
- Experience with ConnectWise
- Experience with BrightGauge
Benefits
- 30 hours PTO plus 2 weeks vacation accrual rate
- 3 weeks vacation accrual rate after first year of employment
- 9 company-wide paid holidays throughout the year
- 401k plan w/corporate matching structure
- Full health benefits-medical, dental and vision
- Included life insurance, additional available for purchase
- Accident/critical illness insurance available for purchase
- Voluntary professional development opportunities
- Company laptop and company phone
About the company
Digi Security Systems is an industry leader in the design, installation and support of custom video surveillance, electronic access control, and intrusion detection solutions for public and private partners.