Security & Technology Services Manager

About New Age Group

For more than 25 years, The New Age Group has delivered security and technology solutions for residential, commercial, industrial, institutional, and multi-residential clients. Our expertise includes access control, video surveillance, intrusion alarms, ULC inspections, structured cabling, fiber optics, intercom systems, networking, and integrated technology platforms.

We are committed to delivering high-quality workmanship, innovative solutions, and exceptional customer experiences. Our technicians work with leading manufacturers and technologies while benefiting from ongoing training, certification programs, and clearly defined career progression opportunities.

Position Summary
The Security & Technology Services Manager is the senior technical leader responsible for the development, delivery, support, programming, integration, cybersecurity, managed technology services, technical standards, and operational excellence of New Age Technical Services.

This role leads the Security & Integration Support Team and serves as the highest escalation point for all customer-facing technology platforms. The Security & Technology Services Manager is responsible for technical standards, SOP development, managed service delivery, manufacturer certifications, cybersecurity practices, remote support operations, system integrations, quality assurance, technical training, and customer success.

This position works closely with the QC, Operations & Installation Manager to ensure seamless delivery between project implementation, service operations, technical support, and ongoing managed services.

Work Location Requirement
This is a full-time, in-office leadership position based in Concord, Ontario. The successful candidate is expected to work from the office five (5) days per week and be actively involved in daily team leadership, customer support operations, technician development, project support, and technical escalations.
This is not a remote or hybrid position.

Continuous Improvement & SOP Ownership
The Security & Technology Services Manager is responsible for reviewing, validating, maintaining, and improving all departmental Standard Operating Procedures (SOPs). This individual will identify operational gaps, create new SOPs where required, and ensure all procedures align with manufacturer best practices, cybersecurity standards, service delivery requirements, and company objectives.

Continuous learning is a fundamental requirement of this position. The successful candidate must demonstrate a commitment to ongoing professional development, technical certifications, manufacturer training, industry best practices, cybersecurity awareness, and emerging security technologies. This individual will be expected to foster a culture of continuous learning throughout the department.

Leadership Responsibilities

• Lead and manage Security & Integration Support Technicians.
• Recruit, mentor, develop, and retain technical support personnel.
• Conduct employee performance reviews and career development planning.
• Establish technical training and certification requirements.
• Manage technician competency and certification programs.
• Develop future technical leaders within the organization.
• Foster a culture of accountability, continuous learning, and customer service excellence.
• Lead by example through active participation in support operations and technical escalations.
• Conduct regular technical knowledge reviews and skills assessments.
• Drive continuous improvement initiatives throughout the department.
• Ensure team members maintain required certifications and training requirements.
• Lead the creation, review, implementation, and enforcement of departmental SOPs.

Technical Services Responsibilities
Security System Programming & Support
Provide technical leadership and support for:
ICT

• Access Control
• Intrusion Detection
• WX Web Client
• GX Software
• Enterprise Deployments

Axis Communications

• Axis Camera Station Pro
• Axis Camera Station Edge
• Axis Audio Manager Pro
• Intercom Systems
• Surveillance System Integrations

Milestone XProtect

• Management Client
• Smart Client
• Mobile Client
• Recording Infrastructure
• Advanced Surveillance Integrations

UniFi

• Site Manager
• Switching
• Wireless Networks
• Firewalls
• VPN Solutions
• Security & Surveillance

These platforms form the foundation of the Security & Integration Support Technician certification program.

Managed Services & Technical Support

• Manage managed service offerings.
• Develop preventative maintenance programs.
• Develop system spot-check procedures.
• Oversee remote monitoring initiatives.
• Review service trends and recurring technical issues.
• Develop proactive customer maintenance plans.
• Support after-hours escalation procedures.
• Ensure customer SLAs are achieved.
• Establish customer technology lifecycle management programs.
• Monitor service quality and operational performance metrics.

Systems Integration & Automation
Lead the design, deployment, and support of:

• Security system integrations
• Cloud integrations
• Mobile credential solutions
• Network-connected security devices
• Monitoring integrations
• Enterprise security platforms
• Automation workflows
• Third-party integrations

Cybersecurity Responsibilities
Oversee cybersecurity standards relating to customer systems, including:

• Password policies
• Multi-factor authentication standards
• Firmware management
• Secure remote access
• VPN technologies
• Backup and recovery standards
• System hardening procedures
• Security auditing and best practices
• Cybersecurity awareness and training initiatives

SOP & Knowledge Base Management
Responsible for:

• Reviewing and validating existing SOPs for accuracy and effectiveness.
• Developing new SOPs to support departmental growth and operational consistency.
• Maintaining and improving all technical documentation.
• Establishing SOP approval and revision processes.
• Ensuring SOPs align with manufacturer best practices.
• Ensuring SOPs align with cybersecurity and compliance requirements.
• Creating implementation, service, support, and managed service standards.
• Developing technical training materials and certification pathways.
• Managing the company's technical knowledge base.
• Conducting regular SOP audits and updates.
• Driving continuous process improvement initiatives across the department.
• Maintaining document version control and audit records.

The Security & Technology Services Manager is the primary owner of the New Age Security & Technology Knowledge Base and all departmental Standard Operating Procedures.

Quality Assurance Responsibilities

• Review service reports.
• Review system spot checks.
• Review health check reports.
• Verify managed service deliverables.
• Audit technician documentation.
• Verify customer compliance requirements.
• Ensure consistency across all customer deployments.
• Maintain technical quality standards.
• Monitor adherence to SOPs and best practices.

Customer Success & Technical Consulting

• Provide senior-level customer support.
• Conduct customer technology reviews.
• Assist with solution architecture.
• Support enterprise customers.
• Lead major technical escalations.
• Participate in customer strategy meetings.
• Support sales engineering initiatives.
• Identify opportunities for technology improvements and upgrades.
• Support project teams with advanced technical guidance.

Required Qualifications
Experience

• Minimum 3-5 years of experience in security technology, systems integration, networking, surveillance, access control, or managed services.
• Minimum 1 years of leadership or management experience.
• Strong experience supporting enterprise security systems.
• Experience managing technical support teams.
• Experience in surveillance, access control, networking, cybersecurity, and systems integration environments.
• Experience leading advanced technical troubleshooting and customer escalations.
• Experience creating, reviewing, approving, and maintaining SOPs.
• Experience developing training and certification programs.
• Must be available to work from the Concord office five (5) days per week.

Technical Requirements
Strong working knowledge of:

• Access Control Systems
• Video Surveillance Systems
• Intrusion Alarm Systems
• Structured Cabling
• Networking Technologies
• Routing & Switching
• Wireless Infrastructure
• Cybersecurity Fundamentals
• Cloud Technologies
• System Integrations
• Managed Services
• Technical Support Operations
• Windows Server Environments
• Virtualization Technologies
• Remote Access Solutions

Required Certifications
Mandatory Requirement
Candidates must at least hold one of the following certifications prior to starting:

• Axis Communications Certification (ACS, ACP, or equivalent) ; or
• Milestone Certification (XCIT, MCSE, XCIE, or equivalent)

Candidates who do not currently possess an Axis or Milestone certification will not be considered.

Preferred Certifications
Manufacturer Certifications

• ICT
• CDVI
• Mircom
• UniFi
• Alarm.com
• Genetec

Industry Certifications

• CompTIA Network+
• CompTIA Security+
• Microsoft Certifications
• ULC Intrusion Alarm Certification
• ULC Protective Signalling Systems Certification
• PMP or CAPM
• ITIL Foundation

Professional Development & Continuous Learning
The successful candidate must demonstrate:

• A strong commitment to ongoing professional development.
• A passion for learning new technologies and industry best practices.
• The ability to quickly learn and support emerging technology platforms.
• Willingness to obtain and maintain manufacturer and industry certifications.
• Proven history of completing technical training and certification programs.
• The ability to create training paths and certification standards for technical staff.
• A commitment to sharing knowledge and developing other team members.

Leadership Competencies
The ideal candidate demonstrates:

• Technical leadership
• Critical thinking
• Strong communication skills
• Customer-focused decision making
• Strategic planning ability
• Team development skills
• Technical documentation expertise
• Continuous improvement mindset
• Continuous learning mindset
• Hands-on technical leadership
• Process development expertise
• Ability to coach, mentor, and certify technical staff
• Strong organizational and time management skills
• Adaptability to changing technologies and industry standards

Success Metrics
Success in this role will be measured by:

• Customer Satisfaction
• Technical Support Response Times
• SLA Compliance
• Managed Service Growth
• SOP Completion Rates
• SOP Review and Audit Completion Rates
• SOP Compliance Across the Organization
• Technician Certification Completion
• Training Completion Rates
• Technical Escalation Resolution
• Knowledge Base Development
• Service Renewal Rates
• Technical Quality Scores
• Customer Retention
• Team Development and Performance
• Continuing Education and Professional Development Compliance

Compensation & Benefits

• Competitive salary based on experience
• Company mobile phone
• Health & Dental Benefits
• Manufacturer certification training
• Leadership development opportunities
• Career advancement path
• Ongoing industry training and education

Why Join New Age Group?

This is a unique opportunity to lead and build the technical services division of a growing security and technology organization. You will play a key role in shaping technical standards, developing future technical talent, expanding managed service offerings, advancing cybersecurity initiatives, and supporting some of the most advanced security and technology deployments in the industry. You will be responsible for establishing technical excellence throughout the organization by leading support operations, developing staff, maintaining technical standards, verifying and creating SOPs, overseeing certification programs, and driving continuous improvement initiatives. If you are a passionate technology leader with expertise in security systems, surveillance, networking, cybersecurity, integrations, managed services, process development, and team leadership, we encourage you to apply.

Annual Salary: $80,000.00
Reports to: Director, Sales & Operations