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.