Manager of Techincal Services

Direct message the job poster from Persevus

Manager of Technical Services

Grand Rapids, MI

Is this you?

You’re a technical leader who’s done being the “fixer of last resort.”

You know how to step back from the ticket queue and lead through structure, clarity, and accountability. You’ve managed engineers or technical teams before—and you know that leading programmers, application engineers, or service engineers is very different from managing a general office team.

You’re energized by building systems that scale. Broken processes frustrate you more than hard technical problems. And you want your impact measured in real data, not gut feel.

If that sounds familiar, keep reading.

This role was created because the technical organization tripled in size
—now 12 engineers strong
—and needs a dedicated leader to take it to the next level. Your mission is clear:
Lead, Manage, and hold the team Accountable (LMA). You’ll shift the group from “doing the work” to running a structured, predictable operation by:

• Leading and coaching 12 technical professionals (programmers, software engineers, application engineers, and service engineers)
• Implementing and standardizing SOPs
  , documentation, and workflows
• Balancing workloads and resources to improve response times and triage effectiveness
• Analyzing existing KPIs to identify patterns, bottlenecks, and opportunities for improvement
• Partnering with Sales and Client Experience leaders to align technical delivery with business goals

You’ll enjoy this role if you like designing the machine—not being trapped inside it.

This role is based in Grand Rapids, MI
, working closely with technical leadership and cross‑functional partners. You’ll have real visibility, real authority, and a seat at the table as the technical organization continues to scale.

To be successful here, you’ll bring:

• Proven leadership experience managing technical teams (engineers, programmers, field or service techs)
• A solid security industry background (roughly a “6–7” level of expertise)
• Genetec is a plus, but experience with Milestone, Avigilon, or Lenel works too
• Hands‑on experience with workload balancing, SOP implementation, and operational structure
• Strong data literacy
  , especially using KPIs to evaluate triage effectiveness and performance
• A mid-to-senior level career background with the confidence to lead without micromanaging

• A true leadership role
  —no personal ticket load
• Authority to build systems from scratch for a 12‑person team
• Measurable impact through real data and KPIs
• Strategic exposure beyond “just IT” into broader business decisions
• A team ready for leadership—not resistance

If you think this might be for you, hit the Apply button below.

Don’t worry if your resume isn’t perfectly up to date—we can work through that one‑on‑one.

And we don’t ghost people. You’ll hear back in the not‑so‑distant future.