Voice Support Help Desk/Queue Manager
Global Channel Management, IncChicago, Illinois, United States
Posted January 5, 2026
46 - 47 USD
Full Time
About the Company
Global Channel Management, Inc. is a technology‑driven staffing solutions provider that delivers end‑to‑end recruiting, staff augmentation, and service management to help organizations source and retain high‑skill professionals while controlling training and labor costs. Leveraging a decade‑long team of seasoned account managers and recruiters, the company customizes talent acquisition strategies to address fluctuating skill gaps, project demands, and timeline constraints across software, hardware, and IT services. Its adaptive approach blends employment, placement, sourcing, consulting, and project management to optimize operational efficiency and align workforce capabilities with each client’s unique business objectives. By focusing on cost‑effective talent delivery and continuous service management, Global Channel Management distinguishes itself as a partner that delivers both skilled talent and strategic staffing insight.
Job Description
The Voice Support Help Desk/Queue Manager is responsible for coordinating Communications Technicians projects with Voice Engineers, keeping Techs informed of new products and technologies, and answering Voice Services Help Desk phone hotline.
Requirements
- 4+ years of experience
- Familiarity with Filemaker for departmental records on the voice network and infrastructure
- Solid understanding of E911 issues and technologies
- Basic knowledge of Cisco UCCX Script Editor
- Thorough understanding of how Rightfax works, including user setup and troubleshooting
- Voicemail (with Speechview) setup and troubleshooting
- Service Now and incident ticket management
- Troubleshooting skills for phone lines, Rightfax, voicemail, and Finesse
- Excellent communication and customer service skills
- Ability to work well with other teams