Manager, client services help desk

The Manager, Client Services Help Desk is responsible for leading the day-to-day operations of the Client Services Help Desk, ensuring the delivery of exceptional support to clients, Account Managers, and internal stakeholders across GovDeals, Bid4Assets, Sierra, and related marketplaces. This 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 for client support processes, production issue resolution, auction operations, and platform functionality. This individual drives operational excellence through continuous improvement initiatives, escalation management, root cause analysis, performance monitoring, and collaboration with Product, Technology, Accounting, and Client Services teams.

Success in this role is measured by service quality, client satisfaction, team performance, operational efficiency, issue resolution effectiveness, and the continuous improvement of support processes.

RESPONSIBILITIES

• Lead, coach, develop, and manage Client Services Help Desk Representatives.
• Establish performance expectations and monitor productivity, service levels, and quality standards.
• Conduct regular 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 all 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 a point of escalation for complex client, bidder, and internal issues.
• Ensure all client interactions are appropriately documented and maintained.
• Manage production support activities and coordinate the 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/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.

Supervisory Responsibilities:

• Team or Function Manager: This position manages a team or function and is responsible for hiring, performance management, employee development, and ensuring work is completed in alignment with organizational objectives.

QUALIFICATIONS

Education/ Experience:

• 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.

Skills and Ability:

• 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.

Work Conditions/ Physical Demands:

• This position is performed primarily in a remote in the U.S., home-office environment. The role requires prolonged periods of sitting and working at a computer, including the use of standard office equipment such as a keyboard, mouse, laptop, and phone. The employee must be able to communicate effectively via video, phone, and electronic communication. Minimal physical exertion is required.
• Employees must reside in an area with reliable high-speed internet service and cellular phone coverage and must ensure a quiet distraction-free work environment during business hours.

Travel:

• Occasional travel may be required for meetings, training, or business needs (up to 10%).

Pay & Benefits:

Compensation is determined by various factors such as location, education, knowledge, skills, competencies, and experience, as well as internal and external equity and organizational needs. Additionally, this role is eligible for an annual discretionary bonus.

The salary range for this position is $73,000 to $91,200 annually. The posted range reflects our national average range for the job. We may ultimately pay more or less than the published range based on the factors mentioned above. This range may be modified in the future.

At Liquidity Services, we provide a comprehensive benefits package that supports our employees' well-being and provides growth opportunities and career development. Our offerings include:

• 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

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Liquidity Services Inc. reserves the right to modify position duties at any time due to business necessity.

Liquidity Services is an Equal Opportunity Employer.

Liquidity Services https://liquidityservices.com/ (NASDAQ: LQDT) operates the world’s largest B2B e-commerce marketplace platform for surplus assets, with over $15 billion in completed transactions to more than 6 million qualified buyers worldwide and 15,000 corporate and government sellers. It supports its clients’ sustainability efforts by helping them extend the life of assets, prevent unnecessary waste and carbon emissions, and reduce the number of products headed to landfills.