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Paladin Technologies

Monitoring Operations Manager

Ottawa, ON, Canada

Pay: Pay: $65,000 - $75,000 (DOE)
Job type: Full-time
Apply by: Mar 28, 2027
Experience: 5 years’ experience as a manager overseeing personnel development & growth
Posting language: English
Posted: Sep 29, 2026

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Original job description

The Monitoring Operations Manager will oversee the day-to-day control of personnel within our Underwriters Laboratories of Canada (ULC) Alarm Monitoring Centers across Canada. Leading & developing a seasoned team to ensure successful performance of the day-to-day operation.

This position is offered in Ottawa, ON and is responsible for managing & maintaining the physical location & ULC listings for this Signal Receiving Center. This position directly reports to the Director of Monitoring Operations.

Responsibilities:

Interview, hire and oversee the recruitment of staff
Implement and monitor operational plans to meet quality standards & contracted KPI values
Control costs and maximize productivity through the implementation of best practices and standardized processes
Coordinate with the technical team to address operational priorities during maintenance & project work
Conduct effective and timely performance reviews that comply with company goals and objectives
Ensure that all members of your team have their responsibilities and authorities clearly established & measured
Foster a corporate culture that promotes safe practices and encourages individual integrity and accountability
Build a team to provide 24-hour support for the Alarm Monitoring Operations
Facilitate the Leadership Development & Coaching Program for direct reports
Coordinate with the Human Resources team; scheduling, onboarding, time keeping, payroll, promotions, resignations & terminations
Coordinate & schedule vendors to maintain the operational standard of the ULC Signal Receiving Center in Victoria
Collaborate and provide backup for alternate location manager responsibilities
Complete annual ULC audits and coordinate emergency planning & disaster recovery drills

Supervisor Duties:
In accordance with applicable Company policies/procedures and Federal/State laws, will perform the following supervisory responsibilities: planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Required Qualifications:

5 years’ experience as a manager overseeing personnel development & growth
Ability to lead and supervise a team effectively
Strong computer and technical call center aptitude
Able to work independently, manage time effectively, and work with multiple deadlines
Excellent written and verbal communication, as well as interpersonal skills
Flexibility to work within a 24-hour workplace

Preferred Qualifications:

Alarm Monitoring or other security related industry experience
Post-secondary education
Bi-lingual (French & English) written & verbal

PHYSICAL DEMANDS;
In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job:

Must be able to effectively communicate, (i.e., see, hear, speak, and write clearly), in English, in order to communicate with colleagues and/or customers;
Manual dexterity required for all day computer work, occasional reaching, lifting of light office objects, and operating office equipment
Ability to focus, at a computer, for extended periods of time.

WORKING CONDITIONS;
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job:

The office is clean, orderly, properly lighted, and ventilated. Noise levels are considered low to moderate

Pay: $65,000 - $75,000 (DOE)

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More about this job

Responsibilities

Manage the day-to-day operations, personnel, and physical site of a ULC-listed alarm monitoring center, ensuring service quality, contracted KPI performance, productivity, and 24-hour support. Recruit and develop staff, coordinate with technical and HR teams and vendors, and oversee audits, emergency planning, and disaster recovery drills.

Requirements

Requires at least five years of management experience overseeing personnel development, along with effective team leadership, strong computer and technical call center aptitude, and excellent communication and interpersonal skills. Candidates must work independently, manage multiple deadlines, and be flexible in a 24-hour workplace; alarm monitoring or security experience, post-secondary education, and French-English bilingual ability are preferred.

Skills

Personnel Management
Team Leadership
Recruitment
Performance Management
Operational Planning
KPI Monitoring
Cost Control
Process Improvement
Call Center Operations
Technical Aptitude
Communication
Time Management
Coaching and Development
Human Resources Coordination
Emergency Planning
Disaster Recovery

Visa sponsorship

Not detected in the job text

Keywords

Alarm Monitoring
ULC Signal Receiving Center
Security Industry
Monitoring Operations
24-Hour Support
Personnel Development
Recruitment
Operational Plans
Quality Standards
Contracted KPIs
Cost Control
Productivity
Standardized Processes
Performance Reviews
Leadership Development
Coaching
Human Resources Coordination
Vendor Coordination
ULC Audits
Emergency Planning
Disaster Recovery
Call Center Operations
Technical Operations

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