Services Team Lead

Position Overview:
Diligent is looking for a collaborative individual and leader to support our rapidly growing Customer Success and Services teams. The Services Team Lead will play an instrumental role in leading and supporting the Service Desk as well as define and drive strategy for your team's success.
Our team are highly focused on achieving goals and delivering results, we're passionate about growing individuals and pathing the way for a successful career. If you're an ambitious team player with a keen eye for detail and a proactive approach, this is the perfect role for you.
Key Responsibilities 
Lead and mentor the Service team.
Supporting Services and Customer Success Teams with a senior level technical support during and after the implementation
Assist the team in fulfilling service desk requests.
Manage and assist the team to populate, update and manage client sites.
Populate, update and run reports from CRM system for use in leadership discussions.
Facilitate career progression paths and development plans.
Enable collaboration across the team through various team engagement activities and workshops.
Manage new hire onboarding and training programs.
Deal with highly sensitive requests
Define Service Specialist processes and strategy for the team across the region.
Manage all team queries and escalations.
Manage all client escalations.
Daily usage of CRM system (knowledge of Salesforce is beneficial)

Required Experience/Skills 
Strong organisational skills and experience in administrative role.
Excellent leadership skills with experience managing teams in a SaaS environment.
Prior people management experience is beneficial.
High energy, positive attitude and passionate about providing excellent customer service.
Process driven, creative and willing to implement new ideas.
Exceptional communication and interpersonal skills

Preferred Experience/Skills 
Client and stakeholder relationship management
Knowledge of GRC domain
Escalation management experience
Good working knowledge of excel.
Able to work with minimal supervision.
Thrives in a fast-moving environment with the ability to multitask.