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The Client Services Manager is responsible for managing client relationships, overseeing project implementation, and ensuring compliance with service levels. They act as a liaison between clients and internal teams, facilitating communication and addressing issues to improve client satisfaction and retention. They also engage in operational reporting and analysis to optimize service delivery.

The Service Desk Supervisor leads and manages a team of service center agents, focusing on performance measurement, recruitment, training, and ensuring quality customer service. They evaluate agent performance and implement process improvements while handling client queries and fostering a positive team environment.

The Service Desk Analyst II provides customer support by addressing inquiries, processing information, and troubleshooting issues. They utilize tracking software for case management, ensure effective communication, and document interactions accurately. The role includes maintaining knowledge of system updates and customer service practices for prompt service delivery.