Manager, Client Services Help Desk

Posted 3hrs ago

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Job Description

Client Services Help Desk Manager leading support operations for Liquidity Services’ surplus-asset marketplaces. Managing teams, escalations, platform issues, reporting, and process improvement.

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 during operating hours.
Oversee phone, email, chat, and support request channels.
Ensure timely resolution of client inquiries, platform issues, and operational concerns.
Support auction creation, listing management, account access, bidder activity, asset removal, and marketplace functionality.
Serve as escalation point for complex client, bidder, and internal issues.
Manage production support and coordinate application, system, and operational issue resolution.
Partner with Product, Technology, and Infrastructure teams on recurring issues.
Conduct root cause analysis and recommend corrective actions.
Submit, track, and manage IT support requests and escalations.
Maintain support documentation, knowledge articles, workflows, and standard operating procedures.
Monitor help desk metrics and develop operational reports for leadership.
Identify workflow inefficiencies and implement process improvements.
Support change management and new system implementations.
Participate in user acceptance testing, process validation, and operational readiness activities.
Oversee client onboarding and web training programs.
Support Account Managers with account maintenance, process guidance, territory coverage, and operational requests.
Assist with client reactivation and account cleanup projects.
Manage Aged FSS initiatives and other operational support programs.
Coordinate client services, marketplace operations, and system enhancement projects.
Provide operational leadership during Account Manager absences and support business continuity.
Collaborate with Accounting, Sales Support, Product, Marketing, and Operations teams.
Responsible for hiring, performance management, employee development, and alignment with organizational objectives.

Requirements:

Associate's or Bachelor's degree in Business, Communications, Information Systems, Operations, or related field preferred.
5+ years of client service, operational support, help desk, or customer support experience.
2+ years of leadership or team management experience preferred.
Experience supporting software applications, online marketplaces, or SaaS platforms preferred.
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.
Proven 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.
Quiet, distraction-free work environment during business hours.
Ability to communicate effectively via video, phone, and electronic communication.

Benefits:

Annual discretionary bonus
Competitive wages
Healthcare (medical, dental, vision, prescription drugs, FSAs)
401(k) plan
Paid time off (PTO) and holidays
Paid parental leave
Life and disability insurance
Employee Assistance Program (EAP)
Professional development and tuition assistance
Occasional travel for meetings, training, or business needs (up to 10%)

Manager, Client Services Help Desk

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Liquidity Services

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