Technical Lead Expectations

Expectations for a Technical Lead

As a Strictly Savvy Technical Lead, there are several key expectations, responsibilities, and golden rules in addition to the Client Manager expectations:

1 / Undertake systems advisory and implementation services

• Meet with new clients to deliver an app advisory service. Have full understanding of job management systems (2-3) and be certified in other apps we recommend where possible. Developing the list of the recommended apps and for what purpose. Establishing the needs, problems and possible solutions for a business in terms of the operations. Developing a report with recommendations for the app stack they require and an implementation plan/proposal. Undertake the implementation where required.

• Develop resources – info about apps, referral codes, categorising.

2 / Provide systems training to team members

• Identifying training needs in team members for apps we use and scheduling that training with them, and/or recording training for the intranet.

• Keeping team up to date with new releases and changes with apps.

• Keep resources up to date in the intranet.

3 / Conduct client handovers for new service plan clients

Attend client handover sessions with Client Managers and run the meeting going through the handover checklist.

4 / Oversee the Getting Started process with team members and new clients

• Work with Client Manager on implementing new systems (if required).

• Keep on top of the Client Manager to get information from client.

• Ensure Getting Started email has been sent in a timely manner.

• Ensure handbook has been created.

5 / Monitor client work to ensure quality and efficiency

• Regular contact with Client Manager for updates.

• Keeping an ear out for discussions about clients.

• Monitor Client Updates and other channels.

6 / Support Client Managers with delegating new client tasks to Global Team

Identifying key tasks following a handover that can be delegated to the Global Team. Supporting and following up Client Managers that they have delegated the tasks. Regular contact with Client Manager.

7 / Follow up Client Managers for gaps in handbooks for all clients

Develop a review system where you are checking each handbook as if you were needing to do the work for the client. Identifying the gaps and filling them in if you can, otherwise following up Client Managers to fill the gaps and then you review. Tracking your time to clients where possible.

8 / Raise any issues with the General Manager

Any issues identified that need to be managed be direct report to be escalated.