Security Systems Branch Service Lead

The role

We are seeking a hands-on, partner-focused Branch Service Lead to run the service operation for our Dallas, TX branch. Service is where Digi’s reputation is renewed every day after the sale, and the Branch Service Lead makes sure that happens, ticket by ticket and partner by partner. This person manages the branch dispatch board, leads the service technicians, owns partner communication, and serves as the face of Digi service in the territory.

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Security Systems Branch Service Lead

Digi Security Systems, Dallas, TX +1

Posted pay

Pay not posted

Location: Dallas, TX +1
Work type: Not given
Level: Senior
Posted: 3 days ago
Last check: 13 h ago
Job type: Security engineering

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Digi Security Systems

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About Digi Security Systems: funding, hiring and pay

Digi Security Systems

About Digi Security Systems: funding, hiring and pay

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The role

What you will do

Ticket Management & Dispatching: Receive and triage service tickets escalated from the remote support team and own the branch dispatch board, assigning techs by skillset, location, and urgency so the team runs efficiently. Work toward an average time to resolution of less than 5 business days.
SLA Compliance: Monitor ticket progress throughout the day and intervene early when a job is at risk of slipping, keeping the SLA breach rate under 5%. Treat every breach as a learning event, not a paperwork event.
Partner Communication: Serve as the primary point of contact for branch service partners, delivering proactive updates at every stage (arrival ETA, on-site progress, resolution, and follow-up) so partners are never left wondering about their ticket. Maintain a Partner Satisfaction Score above 4.5 and a service contract renewal rate above 90%.
Team Leadership & Coaching: Directly manage branch service technicians with clear expectations, regular 1:1s, real coaching, and a documented development path for every tech. Build a team with an Employee Satisfaction Score above 4.5 and low regrettable turnover.
Field Leadership: Step in on-site when the situation calls for it to lead a tough job, mentor a technician, or rescue a stalled ticket. Hold the line on safety standards, company policies, and Digi service quality, even when the schedule is tight.
Ticket Compliance & Documentation: Ensure 100% compliance on ticket expenses, notes, and time entries, completed on time, every time.
Inventory & Branch Readiness: Own local service parts and equipment inventory, partnering with procurement and warehouse to replenish before techs run out so no ticket is delayed by missing parts. Keep techs equipped with the tools, parts, vehicles, and devices they need, and maintain an organized branch.
Reporting & Process Improvement: Track KPIs daily and weekly, including dispatch efficiency, time-on-site, first-time fix, and days to resolution. Bring the branch perspective, backed by data, to the monthly service business review and contribute at least one process improvement to the cross-branch service playbook each quarter.

Security Systems Branch Service Lead

The role

Security Systems Branch Service Lead

The role

What you will do

What you need

Pay and benefits

About Digi Security Systems

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Digi Security Systems