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New Age Group

Security & Technology Services Manager

Concord, ON, Canada

Annual Salary: $80,000.00 Reports to: Director, Sales & Operations · Full-time

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Job details

Pay: Annual Salary: $80,000.00 Reports to: Director, Sales & Operations
Job type: Full-time
Apply by: Feb 3, 2027
Posting language: English
Posted: Nov 5, 2026

Original job description

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

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More about this job

Responsibilities

The Security & Technology Services Manager leads the technical support team, overseeing system integrations, cybersecurity standards, and managed service delivery. This role is responsible for developing departmental SOPs, ensuring operational excellence, and driving continuous improvement through staff mentorship and technical training.

Requirements

Candidates must have at least 3-5 years of experience in security technology or systems integration, with at least 1 year in a leadership capacity. A mandatory requirement is holding either an Axis Communications or Milestone certification prior to starting.

Skills

Security systems
Systems integration
Networking
Surveillance
Access control
Managed services
Cybersecurity
Technical leadership
Team management
SOP development
Technical troubleshooting
Customer support
Project support
Quality assurance
Staff development
Strategic planning

Benefits

Health benefits
Dental benefits
Company mobile phone
Manufacturer certification training
Leadership development opportunities
Career advancement path
Ongoing industry training and education

Visa sponsorship

Not detected in the job text

Keywords

Security technology
Systems integration
Networking
Surveillance
Access control
Managed services
Cybersecurity
Axis Communications
Milestone XProtect
SOP development
Technical support
ICT
Intrusion detection
Structured cabling
Fiber optics
Intercom systems
Firewalls
VPN
Windows Server
Virtualization
Quality assurance
Customer success
Technical training
Certification programs
Leadership
Project management
Cloud integrations
Automation
Firmware management
Compliance

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