Manager, Client Services Help Desk
https://careers.liquidityservices.com/en/sites/careers-liquidityservices/job/412
Company Description
GovDeals is an online marketplace specializing in government surplus and unclaimed property, offering items such as heavy equipment, vehicles, buses, and more. The platform connects government agencies with buyers through transparent, compliant, and efficient online auctions. GovDeals focuses on maximizing value for public entities while providing buyers with access to a wide range of assets. Team members contribute to a technology-driven environment that supports secure transactions and responsive customer service. The company values reliability, innovation, and strong client relationships in all aspects of its operations. Role Description The Manager, Client Services Help Desk is a full-time remote role responsible for leading the help desk team that supports GovDeals’ clients and end users. This role oversees day-to-day operations of the client services help desk, including managing ticket queues, monitoring response times, and ensuring high-quality resolution of inquiries and issues. The manager coordinates team schedules, coaches and mentors staff, and develops processes and documentation to improve efficiency and customer satisfaction. Daily responsibilities include analyzing service trends, collaborating with other departments to address systemic issues, and communicating updates and best practices to the team and stakeholders. The role also involves setting performance goals, reporting on service metrics, and driving continuous improvement in client experience.
Qualifications
Client Services and Customer Service skills to manage help desk operations and support diverse client needs. Customer Satisfaction and Communication skills to build strong relationships, handle escalations, and ensure clear, professional interactions. Analytical Skills to interpret service metrics, identify trends, and recommend data-driven improvements. Experience leading or supervising a support or help desk team, including coaching, performance management, and workflow planning. Familiarity with ticketing systems, CRM platforms, and standard help desk tools. Strong organizational and time management abilities to balance multiple priorities in a remote environment. Ability to collaborate across departments such as operations, IT, and sales to resolve complex issues. Bachelor’s degree in business, communications, information systems, or a related field, or equivalent relevant experience. Experience in e-commerce, online marketplaces, or public sector services is a plus.