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Technical TECH Center Manager Loomis (Sacramento), Northern California 18 Feb 2014


SOS is a cutting edge company comprised of friendly, high-integrity professionals with superb expertise. A number of key SOS team members have been with the company for many years – and some for over a decade.

At SOS's core is a deep bench of engineers specializing in data and voice convergence - including computer telephony, unified messaging, thin client computing, centralized storage, virtual private networks, and LAN/WAN design and implementation.

SOS is always seeking high caliber, high-integrity professionals with expertise in Sales and Engineering.

Please send an email cover letter and resume to: or Apply online below.

Opportunity Details

Job Title: TECH Center Manager
Location: Loomis (Sacramento)
State: Northern California
Date Posted: 2/18/2014 5:29:12 PM
Position Description:

The TECH Manager position is primarily responsible for providing exceptional technology support services to clients of the firm, to anticipate, meet, and exceed client expectations and needs; and to deliver support services effectively and profitably using best known methods. To lead the department and area of technology in developing processes, methods, and collaborating with the firms technical leadership to identifying new technologies and standards to adopt. This is a full-time position.

Required Qualifications:

Specific responsibilities include (but not limited to):


  • Meets ticket resolution goals set by TEAMSOS leadership team.
  • Ensures support ticket documentation is accurate and thorough.
  • Balances skill requirements among resource team. 
  • Manage team resource skills to amount / type of work required by ticket queues.
  • Manages / Monitors resource utilization. 
  • Holds TECH staff accountable for meeting their KRA’s.
  • Assists in managing certifications necessary for key manufacturer authorizations. 
  • Provides coaching or correction to TECH staff as required based on customer or TEAMSOS management feedback.
  • Reports to the Chief Technology Officer regarding staff morale, performance and development.
  • Ensures TECH staff is efficiently and fully utilized.
  • Reviews and provides feedback on existing processes and procedures to management to enhance TECH efficiency.
  • Informs manager of any problems that may affect client satisfaction or account profitability, makes suggestions to resolve same.
  • Primary point of contact for all support escalations for TECH team. Responsible for escalating support issues to management.
  • Manages that client documentation is kept up to date and that adequate detail is contained in all tickets.
  • Works with manager to develop, maintain, implement standards, QC Checklists, best practice methodology, automation & processes, and monitors team usage of these.
  • Develops methods & systems to automate & increase effectiveness/efficiencies in delivering services.
  • Accurate, on-time (daily min), client-facing appropriate time entry. Accountable for reporting on time spent on management tasks, client specific issues, etc.
  • Resolves tickets within SLA.



  • Bachelor’s Degree or minimally five years’ experience in technical solution consulting, implementation and support.
  • 2-3 years of technical managerial experience preferred.
  • Experience interfacing with technical decision makers at multiple levels of responsibility in an organization.
  • Must be able to travel on occasion
  • Must work at TEAMSOS office in Loomis, CA.


Skills, knowledge and ability:


  • General knowledge in voice, data and application support, ability to learn new applications and technologies quickly.
  • Post-sales Support Services, Managed Services.
  • Superior attention to detail and follow up.
  • Results-oriented mindset with ability to work in fast paced environment.
  • Solid communication skills, both written & verbal.
  • Good time management and organizational skills.
  • Self-motivated and able to work independently.
  • Familiarity with help desk and CRM type applications.
  • Ability to motivate and direct employees in a constructive manner.
  • Superior customer service skills with a positive, team oriented attitude.
  • Motivated by seeing TEAMSOS staff members grow and provide incredible service.
Desired Qualifications:


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