About the Role:
SMS Security has been providing security solutions to the GTA for over 35 years with a strong presence in the multi-residential market. SMS Security is seeking a Monitoring & Projects Administrator to manage the day-to-day operation of its Monitoring department and to support the delivery of installation projects. Reporting to the Operations Manager and working closely with the Project Coordinator, this position will keep monitored accounts accurate and compliant, keep clients and the central monitoring station coordinated, and help move sold security projects smoothly from contract to close-out.
This role is ideal for a candidate who is organized, proactive, and comfortable working across email-based monitoring operations, fire-monitoring (ULC) compliance, technician and project coordination, customer communication, and system and data set-up. The successful candidate will play an important part in protecting clients’ life-safety systems, maintaining code compliance, improving the speed and accuracy of project delivery, and supporting a high-performing operations function in a growing environment.
Key Responsibilities:
Monitoring Operations & Daily Signal Management
● Own the Monitoring inbox ([email protected]) and act as the central coordination point between the monitoring station, property-manager clients, and internal Service, Sales, Billing, and Operations teams—ensuring every signal, request, and inquiry is acknowledged, routed to the right party, and followed through to resolution.
● Review the central station’s daily reports each morning — customer activity, late-to-test, restore-overdue, and low-priority signals — flagging anomalies, opening a tracked follow- up for each item that needs action, and closing it out once resolved.
● Triage trouble and runaway-signal notifications as they arrive, request manual restores and account-status checks from the station, distinguish genuine faults from nuisance activity, and escalate unresolved or recurring problems to Service or the responsible technician.
● Maintain accurate emergency and priority call lists for every monitored account, action “update needed” flags from the station promptly, and confirm all contact and instruction changes directly with property managers before they go live.
Fire Monitoring & ULC Compliance
● Monitor fire-alarm (ULC / CAN-ULC-S561) accounts for ongoing compliance, track inspection and test due-dates, and proactively flag any account at risk of falling out of certification.
● Issue formal notices of non-compliance to clients, and coordinate the remediation, re- testing, and re-certification process end to end to protect clients’ ULC certificates and keep their life-safety systems code-compliant.
Account Enrollment & System Set-Up
● Enroll new monitored accounts from start to finish—gathering intake details, setting up the account with the central station, coordinating installation and testing, arranging ULC certification where required, and establishing billing.
● Lead the set-up of Service Titan memberships for all existing alarm customers, building accurate recurring service agreements, billing schedules, and customer records so the entire customer base is captured consistently.
● Verify that account data—site details, contacts, zone lists, and system configuration—is entered accurately and kept current across all systems.
Project Coordination & Technician Support
● Coordinate technician visits with the Service and Projects teams and schedule appointments around client availability, track each job through to completion, and confirm outcomes with the customer afterward.
● Convert sold jobs into projects and work orders in Service Titan, and keep the monday.com project board current through every stage from sold to closed-out so all stakeholders have real-time visibility.
● Prepare the paperwork technicians need for each installation—site-visit sheets and set
up sheets beforehand, and a close-out document afterward—and make sure completed
documentation is filed against the right account.
Customer Communication & Contract Support
● Communicate and coordinate directly with customers throughout the monitoring and installation process, providing status updates, answering questions, and setting clear expectations on timelines and next steps.
● Support monitoring contracts, renewals, invoicing, and payment arrangements in coordination with the Contracts, Billing, and Operations teams, and follow up on outstanding items to keep accounts current.
Records & Process Improvement
● Maintain accurate, well-organized records and documentation across the monitoring and project systems so information is easy to retrieve and audit.
● Help maintain and improve the department’s standard operating procedures, identifying recurring issues and suggesting practical ways to make monitoring and project delivery faster and more reliable.
Preferred skills and experience:
● Experience in an administrative, coordination, dispatch, or customer-service role, ideally
in a service-based business.
● Strong attention to detail and a commitment to accurate records and consistent follow-up.
● Strong written and verbal communication skills, including confidence in dealing with
customers and internal stakeholders.
● Ability to organize multiple priorities, manage follow-up consistently, and resolve issues
in a practical and professional way.
● Comfort working in Service Titan and a project-tracking tool such as monday.com, or the
ability to learn them quickly.
● Ability to produce clear, accurate documentation — set-up sheets, site-visit sheets, and
close-out documents.
● A positive, proactive attitude with strong initiative and a willingness to improve processes.
● Knowledge of alarm or security monitoring, central-station operations, or ULC / CAN-
ULC-S561 fire-monitoring requirements is an asset.
● Experience in a service-based or multi-line operating business is an asset.
This role is ideal for someone who is highly organized, thrives in a fast-paced environment, enjoys problem-solving, and is passionate about keeping operations accurate, compliant, and well-coordinated.
Interested in the role but not checking every box? Please apply anyway. We understand that candidates have diverse experiences that may make them a strong fit for our organization.
We Offer:
● Compensation and Exciting Benefits
● Career Growth: Opportunities for advancement within the organization
● Performance Rewards: Annual bonuses to recognize your contributions
● Wellness Support: Annual wellness fund of $500 to support your health and well-being.
● Wellness Leave: 1 paid Wellness leave to recharge
● Paid Training: All the training you need to succeed, fully paid
● Comprehensive Benefits: Enjoy medical, dental, and vision coverage to keep you and your
family healthy.
● Mobile Support: A company phone to stay connected.
● Employee Assistance Program: Support for personal or work-related challenges
SMS Security is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. SMS security does not discriminate based on disability, race, creed, gender, or any other basis protected under federal, state, or local laws. Please advise Human Resources if you require any accommodations.
Pay: $19.00-$23.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Paid time off
- Wellness program
Work Location: In person
