Manager, Client Services Help Desk

Liquidity Services Inc. • United States,

13d • $73,000 - $91,200 • Remote

About The Position

The Manager, Client Services Help Desk leads the day-to-day operations of the Client Services Help Desk and ensures exceptional support for clients, Account Managers, and internal stakeholders across GovDeals, Bid4Assets, Sierra, and related marketplaces. The role oversees help desk staff, client support operations, issue resolution, training initiatives, operational processes, and service quality standards.

The Manager serves as a subject matter expert in client support processes, production issue resolution, auction operations, and platform functionality. The role drives operational excellence through continuous improvement, escalation management, root cause analysis, performance monitoring, and collaboration with Product, Technology, Accounting, Client Services, and other teams. Success is measured by service quality, client satisfaction, team performance, operational efficiency, issue-resolution effectiveness, and ongoing improvement of support processes.

This position manages a team or function, including hiring, performance management, employee development, and ensuring work aligns with organizational objectives. It is performed primarily remotely in a U.S. home-office environment. Occasional travel for meetings, training, or business needs may be required, up to 10%.

Requirements

• At least 5 years of client service, operational support, help desk, or customer support experience.
• Experience with ticketing systems, client relationship management systems, and operational reporting.
• Exceptional client service and relationship management skills.
• Strong verbal and written communication abilities.
• Advanced problem-solving and critical-thinking skills.
• Experience managing escalations and complex client issues.
• Process improvement and operational optimization experience.
• Proficiency with Microsoft Office, Teams, SharePoint, and related business applications.
• Strong analytical and reporting capabilities.
• Ability to manage multiple priorities and deadlines.
• Ability to lead teams in a fast-paced, service-oriented environment.
• Strong attention to detail and commitment to quality.
• Ability to influence and collaborate across departments.
• Ability to make sound decisions with limited supervision.
• High integrity, accountability, and professionalism.
• Ability to effectively manage change and lead through ambiguity.
• Reliable high-speed internet service and cellular phone coverage, and ability to maintain a quiet, distraction-free work environment during business hours.
• Ability to communicate effectively via video, phone, and electronic communication.

Nice To Haves

• Associate's or Bachelor's degree in Business, Communications, Information Systems, Operations, or a related field preferred.
• At least 2 years of leadership or team management experience preferred.
• Experience supporting software applications, online marketplaces, or SaaS platforms preferred.

Responsibilities

• Lead, coach, develop, and manage Client Services Help Desk Representatives.
• Establish performance expectations and monitor productivity, service levels, and quality standards.
• Conduct performance discussions, training, and employee development activities.
• Manage scheduling and coverage to ensure adequate support during operating hours.
• Foster a collaborative, client-focused team culture centered on accountability and continuous improvement.
• Oversee incoming client support channels, including phone, email, chat, and support requests.
• Ensure timely resolution of client inquiries, platform issues, and operational concerns.
• Support clients with auction creation, listing management, account access, bidder activity, asset removal processes, and marketplace functionality.
• Serve as an escalation point for complex client, bidder, and internal issues.
• Ensure client interactions are documented and maintained appropriately.
• Manage production support activities and coordinate resolution of application, system, and operational issues.
• Partner with Product, Technology, and Infrastructure teams to investigate and resolve recurring issues.
• Conduct root cause analysis and recommend corrective actions to improve system reliability and operational efficiency.
• Submit, track, and manage IT support requests and escalations.
• Maintain support documentation, knowledge articles, workflows, and standard operating procedures.
• Monitor help desk metrics, including response times, ticket volumes, call and chat activity, and service performance.
• Develop operational reports and provide performance insights to leadership.
• Identify workflow inefficiencies and implement process improvements.
• Support change management initiatives and new system implementations.
• Participate in user acceptance testing, process validation, and operational readiness activities.
• Oversee client onboarding and web training programs.
• Ensure consistent delivery of client education and marketplace best practices.
• Support Account Managers with client account maintenance, process guidance, territory coverage, and operational requests.
• Assist with client reactivation initiatives and account cleanup projects.
• Manage Aged FSS initiatives and other operational support programs.
• Coordinate special projects related to client services, marketplace operations, and system enhancements.
• Provide operational leadership during extended Account Manager absences and support business continuity efforts.
• Collaborate with Accounting, Sales Support, Product, Marketing, and Operations teams as necessary.
• Hire employees, manage performance, support employee development, and ensure work aligns with organizational objectives.

Benefits

• Annual discretionary bonus
• Healthcare coverage, including medical, dental, vision, prescription drugs, and FSAs
• 401(k) plan
• Paid time off and holidays
• Paid parental leave
• Life and disability insurance
• Employee Assistance Program (EAP)
• Professional development and tuition assistance
• Competitive wages

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed