Manager, Client Services Help Desk
About this role
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.
Originally posted on Himalayas