Manager, Client Services Help Desk
Description 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