Service Manager

Company: Protos Security
Job Title: Service Manager
Reports To: Sr. Director of Service
Location: Roanoke, VA – On Site

Company Overview

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.

Position Summary

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.

Essential Duties & Responsibilities

• 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 as 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.

Qualifications & Experience

Education

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

Additional Qualifications

• 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

Why You'll Love Working With Us

At Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:

• 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

Benefits Include:

• Competitive compensation + yearly bonus opportunity
• Health, Vision, Dental, and Life Insurance 
• Employee Assistance Program 
• FSA / HSA 
• 401(k) with employer contribution 
• Excellent Paid Time Off (24 days) 
• Collaborative work environment (and great coffee) 

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

Position Type: Full-time, Exempt

Physical Demands: 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 disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The atmosphere is consistent of a professional office setting with normal to busy support center activity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.