Software Support Team Lead - Workforce Management

IRIS; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

IRIS is seeking a Technical & Scripting Support Team Lead to blend people leadership with hands-on technical problem solving in Swipeclock’s Workforce Management suite. You’ll guide a technical and scripting support team, troubleshoot complex issues, review scripts, and drive improvements with Product, Development and Customer Success.

Strong time-and-attendance experience is essential. You'll mentor analysts, manage SLAs, and use Salesforce Service Cloud to track cases and build reusable

Qualifications

• Experience in time and attendance or time and labour technology is essential.
• 2+ years in customer service or technical support with problem-solving ability.
• Experience mentoring or leading within a technical support environment.
• Understanding payroll impact from timekeeping and labour data.
• Familiarity with Salesforce CRM or Service Cloud.
• Strong analytical and troubleshooting skills; clear communication.
• Able to balance priorities while staying hands-on.

Responsibilities

• Lead the team day-to-day, coordinate workloads and technical direction.
• Serve as first escalation point for complex issues and meet SLAs.
• Scope, test and deliver custom scripting requests with Swipeclock scripts.
• Troubleshoot issues across software, hardware, APIs, networking and integrations.
• Improve case quality in Salesforce Service Cloud with clear documentation.
• Lead bug triage and coordinate with Development to progress defects.
• Collaborate with Product, Customer Success and Professional Services.
• Use Salesforce reports to monitor service levels and backlog.
• Build reusable knowledge and documentation; participate in on-call rotation.

Skills

Time & attendance tech

Customer service

Leadership

Scripting knowledge

C#, APIs

Salesforce Service Cloud

Education

Two years college study in CS/IT

Tools

Salesforce Service Cloud

Job description

About IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

At IRIS, we build software that helps organisations manage the people processes they rely on every day. Within our Workforce Management business, Swipeclock provides technology that helps employers and their partners manage areas including timekeeping, scheduling, attendance and workforce operations.

We’re looking for a Technical & Scripting Support Team Lead who can combine people leadership with genuinely hands‑on technical problem solving.

Experience in time and attendance technology is essential, but you don't necessarily need a SaaS background. We're equally interested in candidates from workforce management or payroll service providers who understand how time and labour processes impact payroll.

You’ll guide our Technical and Scripting Support Team while remaining close to the work: troubleshooting complex customer issues, reviewing and writing scripts, coordinating software defect investigations, and helping customers and partners get the best from our solutions.

Working Location & Hours

We're ideally looking for candidates based in the Central or Mountain time zones, although Eastern and Pacific time zones can also be considered.

Our working hours are:

• Eastern: 11am–8pm
• Central: 10am–7pm
• Mountain: 9am–6pm
• Pacific: 8am–5pm

Why This Role Matters

This is much more than a traditional support leadership role.

You’ll be the first point of escalation when the team encounters particularly complex or high-impact issues and will help turn customer requirements into practical technical solutions. You’ll also coach analysts, improve the quality of support cases, and work closely with our Development, Product, Customer Success and Professional Services teams.

Your influence will stretch from an individual customer issue through to improvements in our products and support operation.

About the Team You'll Join

You’ll lead specialists supporting Swipeclock, our Workforce Management technology business. The product portfolio includes WorkforceHub, TimeWorksPlus, ApplicantStack and TimeSimplicity, covering areas such as workforce management, time and attendance, recruitment and scheduling.

You’ll work with both customers and Channel Partners, external businesses that provide Swipeclock solutions and services to their own customers.

What You'll Be Doing

• Lead the team day to day, coordinating workloads, priorities and technical direction while coaching analysts through feedback, case reviews and hands‑on problem solving.
• Act as the first point of contact for complex customer escalations and help ensure the team meets agreed service levels (SLAs), the standards used to measure how quickly and effectively support is delivered.
• Scope, prioritise, test and deliver custom scripting requests, including writing and reviewing code using Swipeclock’s proprietary scripting language.
• Troubleshoot complex issues across software, time‑clock hardware, APIs, networking and third‑party integrations.
• Improve case quality within Salesforce Service Cloud, ensuring problems, investigation steps, solutions and follow‑up actions are clearly documented.
• Lead bug triage, the process of investigating, documenting and prioritising potential software defects before working with Development to progress them.
• Partner with Product, Development, Customer Success and Professional Services to tackle recurring issues and improve customer outcomes.
• Use Salesforce reports and dashboards to provide visibility of service levels, case backlog, escalations, quality and customer outcomes.
• Build reusable knowledge, documentation and working practices that strengthen technical capability across the team.
• Participate in the team’s holiday and weekend on‑call rotation.

What We’re Looking For

You’ll bring:

• Experience in time and attendance or time and labour technology is essential, whether gained within a software company, workforce management provider or a business such as ADP.
• At least 2 years’ experience in customer service or technical support, with the ability to investigate and resolve technical issues.
• Experience leading, mentoring or providing senior‑level guidance within a technical support environment.
• An understanding of how timekeeping, attendance and labour management processes affect payroll. In-depth payroll or HR expertise is not required.
• Working knowledge of Salesforce CRM or Salesforce Service Cloud.
• Strong analytical and troubleshooting skills, with the confidence to work through complex technical and customer problems.
• Clear written and verbal communication skills and the ability to work effectively with customers, partners and technical colleagues.
• The ability to balance competing priorities while remaining hands‑on.
• Two years of college‑level study in Computer Science, IT or a related discipline, or equivalent education and experience.

Programming or scripting experience would be particularly valuable, as would knowledge of C#, APIs, automation, software integrations, networking or clock hardware. Experience with SaaS platforms, scheduling, leave/accrual tracking or payroll integrations would also be beneficial.

You don’t need previous Swipeclock experience. Familiarity with Swipeclock products or another Workforce Management platform would be an advantage.

Why Join Us?

This is an opportunity to build your leadership experience without stepping away from the technical work you enjoy.

You’ll have a direct impact on customers, develop the technical capability of your team, improve the quality of our support operation, and contribute insights that help make our products better.

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.
• Growth: Continuous learning and career development opportunities.
• Belonging: A culture that celebrates diversity and empowers every individual.