Software Support Team Lead – Workforce Management

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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IRIS Software Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

👥 HR Tech

💰 Private Equity Round on 2018-05

SaaS • B2B • HR Tech

IRIS Software Group is a UK-based technology company that provides integrated cloud software and managed services for accountancy, payroll, HR, education and related professional services. Its product portfolio includes cloud accountancy systems (IRIS Elements, IRIS Accountancy Suite, IRIS KashFlow), payroll and payroll bureau software (Staffology, IRIS Payroll Professional), HR systems (IRIS Cascade, Staffology HR), education products for schools and trusts (iSAMS, IRIS ParentMail, financials and MIS tools), plus hosting, outsourcing and managed services for accountants and payroll providers. IRIS sells primarily to businesses, accountancy firms, schools and trusts and emphasises AI-enabled productivity, hosted/SaaS delivery, practice management, and outsourced service offerings.

📋 Description

• Lead the Technical and Scripting Support Team day to day • Coordinate workloads, priorities and technical direction • Coach analysts through feedback, case reviews and hands-on problem solving • Act as the first point of contact for complex customer escalations • Help ensure the team meets agreed service levels (SLAs) • Scope, prioritise, test and deliver custom scripting requests • Write and review 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 • Lead bug triage and work with Development to progress software defects • Partner with Product, Development, Customer Success and Professional Services • 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 • Support customers and Channel Partners in getting the best from Swipeclock solutions

🎯 Requirements

• Experience in time and attendance or time and labour technology is essential • At least 2 years’ experience in customer service or technical support • Experience leading, mentoring or providing senior-level guidance within a technical support environment • Understanding of how timekeeping, attendance and labour management processes affect payroll • Working knowledge of Salesforce CRM or Salesforce Service Cloud • Strong analytical and troubleshooting skills • Clear written and verbal communication skills • 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 • Knowledge of C#, APIs, automation, software integrations, networking or clock hardware would be valuable • Experience with SaaS platforms, scheduling, leave/accrual tracking or payroll integrations would be beneficial • Familiarity with Swipeclock products or another Workforce Management platform would be an advantage • Ability to work the relevant US time-zone hours • Ability to participate in holiday and weekend on-call rotation

🏖️ Benefits

• 7% bonus • Continuous learning and career development opportunities • Culture that celebrates diversity and empowers every individual • Well-being, inclusion and development commitment • Accessible application process with adjustments or accommodations available • Holiday and weekend on-call rotation participation

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