Time & Attendance Tech Lead: Support & Solutions

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

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