Service Manager

Service Manager

Job Title: Service Manager
Reports To: Sr. Director of Service
Seniority Level: Mid‑Senior level
Employment Type: Full‑time

Protos Security, a subsidiary of Security Services Holdings, is the largest technology‑enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK. We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place.

Provides leadership and accountability for assigned Service Department personnel; ensures delivery of quality services; drives company programs, focuses on profitability and client service. The Service Manager will be based in the Roanoke, Virginia Service Center and will report directly to the Director of Service Operations.

• All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures.
• Ensures the delivery of high-quality customer service through regular direct instruction of Senior Service Agents and Service Agents, evaluates service quality, and initiates corrective action as necessary.
• Meets regularly with client representatives for status updates and addresses any actual or potential problems; supports client start‑ups; carries out security planning, assessments, and surveys; creates and implements plans of action/correction to identified deficiencies.
• Meets regularly with Protos Management Team to establish/maintain cross departmental communication and direction.
• Analyzes operational and financial indicators to continuously improve portfolio performance.
• Make necessary adjustments to portfolio balance as it relates to workload and employee capabilities to benefit the organization.
• Plans, assigns, and directs work; trains and develops high‑caliber staff in coordination with the Director of Service Operations.
• Additional duties as directed by management.

• Bachelor's degree Preferred. Degree from an accredited four‑year college or university in Business, Marketing, or Criminal Justice preferred.

• Previous experience managing a department required.
• Previous experience servicing client/customer accounts. Experience in account or portfolio management with high‑touch service required.
• Proven leadership skills with the ability to influence, empower, encourage and inspire a team.
• Demonstrated ability to drive results.
• Highly personable with excellent customer service skills.
• Ownership of customer relationships.
• Excellent written and verbal communication skills.
• Advanced knowledge of basic office applications and ability to learn new proprietary software.
• Strong problem‑solving and analytical skills.
• Excellent prioritization and time management skills. Strong collaborative and leadership skills.
• Process driven, detailed oriented and highly organized.
• Strong organizational and planning skills.
• Excellent time management skills and ability to multi‑task and prioritize work.

• Purpose Driven Work – Every role contributes to building smarter, more secure environments
• Growth Opportunities – Mentorship, cross‑functional projects, and career development
• Collaborative Culture – Open communication, respect, and team‑first thinking
• People First Values – Inclusive culture and generous employee support

• Competitive compensation + yearly bonus opportunity
• Health, Vision, Dental, and Life Insurance
• Employee Assistance Program
• FSA / HSA
• 401(k) with employer contribution
• Collaborative work environment (and great coffee!)

Overnight travel, while not often, may be required. Travel is expected to be less than 10%.

Full‑time, Exempt

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with…