Director of Technical Services
The Director of Technical Services directs and oversees the efforts of a team of employees responsible for the maintenance and service of security systems for Iverify's clients. Responsibilities include overseeing all tasks related to service delivery activities. The Director of Technical Services ensures all financial and operational goals are met by promoting high quality work, superior customer support, and enforcing project deadlines.
□ Manages a team of employees responsible for the technical design, testing and troubleshooting, service fulfillment, installation, and training of client's security systems.
□ Provides technical leadership and project management expertise to meet installation and service deadlines.
□ Ensures adherence to contract specifications and established policies and procedures.
□ Sets priorities to provide efficient follow through of plans and keeps all assigned tasks structured and on track.
□ Maintains a 95% or better service ticket completion target level (terms are contractual by customer, but generally routine service calls should be completed within 72 hours, and emergency services should be resolved within 24 hours).
□ Oversees the tracking and maintenance of service tickets and service scheduling in Sedona Management system.
□ Ensures the scheduling and dispatch of subcontractors and technicians to multi-state client sites is executed quickly and effectively by Client Services team.
□ Proposes alternative solutions, conclusions or approaches to system malfunctions or problems affecting product deployment, and manages employees throughout resolution process to ensure appropriate resolution.
□ Communicates service progress to Executive Leadership team.
□ Prepares documentation and reports and provides cost analysis information as requested by clients or Executive Leadership team.
□ Maintains organization of a high volume of new and existing projects and customer accounts.
□ Implements improvements in processes, communication, and documentation between Iverify and clients.
□ Follows all departmental and company policies, procedures, and standards.
□ Performs other duties as assigned based on company needs.
□ This position requires a four year degree and 7 - 10 years of leadershipexperience in the security industry and minimum 7 years project management experience, or a relevant combination of education and experience.
□ Demonstratedmanagement skills with a history of successful management of employees and teams.
□ Excellent staff development, leadership, and decision-making skills.
□ Operational understanding of intrusion detection systems, closed-circuit television (CCTV) products, access control systems, fire alarm components, and A/V equipment.
□ Licensing and contract compliance knowledge; able to adhere to and enforce contract specifications and established policies and procedures.
□ Able to read and interpret mechanical and electrical plans and documents including blueprints and product layout design.
□ Must be highly organized, detail-oriented, and capable of efficiently multi-tasking to meet stringent deadlines; sets priorities and follows through with all planned tasks.
□ Ability to proactively implement organizational and process changes in response to business needs.
□ Capacity to creatively solve problems and take a proactive approach to resolving issues.
□ Exceptional listening, negotiation, and verbal and written communication skills.
□ Self-starter with a demonstrated high degree of professionalism and strong customer focus.
□ Understands current market trends and technologies within the security industry and applies knowledge to expand upon Iverify's clientele.
□ Industry certifications or specified training with any of the following systems is preferred: Access controls, CCTV systems, Perimeter surveillance, Interior surveillance, Alarm annunciation, Low voltage power supply and distribution, Structured Cabling, Protected distribution systems.
□ Ability to pass required drug and alcohol testing.
□ Must possess and maintain a clear and free of incident criminal history.
Percent travel required:
Who are we?
Iverify is an industry leader in providing full-service security solutions for customers across North America. We are committed to making a difference by delivering innovative life safety and property protection solutions for the customers we serve. Iverify's interactive security solutions detect and deter crime for large and small retailers, automotive dealerships, transportation companies and many other businesses.
Headquartered in Charlotte, NC, with facilities in Minneapolis, MN, our remote monitoring presence and protection solutions create a safer environment for our clients, employees and their customers by delivering an immediate response to threat and/or loss. Our comprehensive solutions have proven to reduce robbery, theft, and life-threatening situations, leading to a safer environment for employees and customers nationwide.
Role: Director of Technical Services
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